Posted by: Peter Massey | 3.08.2007
Full marks to organic food delivery company and National Customer Service Awards winner Abel and Cole. When friends Marcus and Emma’s house burned down recently Abel and Cole were the only firm to exclaim “blimey that must be awful !”. The only ones to really recognise what it must have been like.
Norwich Union came up smiling too having sorted everything out quickly and easily.
The fire brigade came out of it pretty well having wrapped the downstairs in plastic before the water damage could do its worst
Hindisight to share?
- Luckily the laptop started after being rescued with most of the photos on it; dont leave your back up hard drive in the house as its likely to burn down with the laptop.
- Take photos of the interior of your house for insurance purposes
- Your possessions soon add up to more than you think
The irreplacable?
Old family photos without copies and the odd picture here and there
Abel and Cole, customer experience, insurance | No Comments
Posted by: David Naylor | 17.01.2007
I had the need to contact my contents insurer yesterday to check whether I could make a claim for my recently damaged camera. Ok, in itself it’s not a situation that creates a lot of emotion in most people, unlike a tree falling on your house or car as we could expect in the gales tomorrow, but to me, my camera is pretty important.
First attempt was quickly answered but after the initial chat I ended up on hold for 2 minutes before the call was unceremoniously dropped. Second attempt was answered by Guy who said “oh yes we have had problems with the phones today”. His attempts to put me through to the Claims team (funny, I thought I’d rung the claims number) failed so he proceeded to take all the details of the claim from me in person. Name, age, occupation, name of your insurer, burglar alarm fitted (“I DROPPED my camera…!”)….on and on.
“Isn’t this all on the system?”
“I don’t have access to the system here”
“So given that I have accidental damage cover, can you confirm that the camera will be covered?”
Silence for a moment… “We are not your insurer, we are only an agent and cannot confirm any details of a claim”.
“But you sold me the policy so you must know what is covered ‘in principle’, I’m asking ‘in principle’ ”.
More silence while a more empathetic response was considered. Then… “We are not your insurer, we are only an agent and cannot confirm any details of a claim”.
It’s absolutely true that we buy on price but wouldn’t it be great if insurers were willing to participate in an independent claims service rating? I’ve just begun this process so I’ll let you know how I get on. If I hear the word ‘sorry’ or ‘I understand’ at any point in the process I’m making a note!
customer experience, financial services, insurance | 1 Comment
