Norwich Union turning a drama into a crisis

callas

How long does Norwich Union take to reply to a written complaint to the Chief Executive Officer?

I wrote and sent a recorded delivery letter on the 12 May and it was signed for on the 13 May.

Do I take it that Norwich Union just push everyone as far as they can or is it just me?

dunstonh

If sent to the correct dept, they would typically respond within days. If you sent it to the wrong address then it could end up doing the rounds or addressed personally to someone (who may not be at work at the moment) it wont get opened until they return. If you had sent it direct to the customer relations/complaints team then you should get a quicker response.

callas

I sent it to the Chief Executives Office as per the address given and it appears to be the right address as I have just had a call from someone called Simon Kittle at Norwich Union who I sent a chaser to today who tells me he forgot to pass on my compliant or to acknowledge it as per their own policy!!!

My blood pressure is rising - its not worth it but why should I spend the evening fuming because someone can't do their job and no one else wants to make sure they do. Apathy is an awful disease that creates a slow rot.

[Deleted User]

I'll get in touch with Simon and see what is happening, Callas.

I'm sorry this is causing you so many issues.

callas

Thanks for getting involved but I have got nowhere except my blood pressure has gone up. In the two weeks that I first posted on here I have received nothing from Norwich Union and no progress in my claims have been made.

Simon Kittle was someone I dealt with on the 8 December 2008, he was not helpful and didn't know anything concerning my claim. He assured me that his manager was in a meeting but would ring me when they were free. I heard nothing. It seems he has been asked to deal with my claim and still nothing is being done.

I have recevied an email just minutes ago that doesn't make sense as he stops mid sentence and obvious hasn't read it before pressing the send button. But he did tell me he had forgotten to deal with it when speaking to me on the phone.

Is it just me that Norwich Union have it in for - or do they spread the love around?

[Deleted User]

callas

I'm just going to send a PM with an update about this.

But I just wanted to post here and say that I'm sorry you feel that we've got it in for you, this certainly isn't the case, I've just spoken to Simon and he is apologetic that he hasn't been able to help.

We are aware that we don't always get things right first time, but we do our best to learn from our customer's feedback and are constantly striving to improve.

Anyway, PM on the way.
Becca

callas

Becca

Thank you for your PM. I am sorry to say that since you took on my case nothing has happened.

I have waited two weeks for some response to my written compliant to NU, after chasing Simon Kittle and been told that he forgot to pass on my file and forgot to send an acknowledgement but then wrote an email stating something else. He has written that my file has indeed gone off to the Complaints department last week and they are looking at it.

Instead I have a headache, feel sick and cannot settle due to the fact that after reading your PM I rang Nicholas Eagle the customer relations manager to get some sort of confirmation that my file was indeed on his desk and that I would hear something soon.

I made the fatal error of ringing at 5 to 5 (2 mins after your PM) - I was told he was on the phone I said I would hold (I want to be able to go to bed tonight settled knowing something is finally being sorted) but was told he went home at 5 on the dot he would ring tomorrow. My husband then spoke to Simon Bentley and asked if someone else could help - no the whole of the customer service department and their managers all go home at 5pm there is nothing that can be done tonight. We ask him to help us, we give him our policy number and our claim numbers - no he was unable to access the computer files and as far as he was aware they had not received the file yet!

We ask if Nicholas Eagle has come off the phone - no - he has gone home. Says it all really.

So tonight Nicholas Eagle has gone home exactly on time at 5pm without a care of customer satisfaction or that by the time a file hits his desk there must be some element of stress and frustration on the customers side but at least he doesn't have to worry. Tonight I will wake a 3am worrying about the complete frustration that nothing since October 2009 has happened and it looks like nothing will happen.

Perhaps NU wants to take a long hard look at this board and read the stress and frustrations caused by their inefficiency and lack of responsibility of actually dealing with something promptly.

You only have read some of the posts on here to realise that NU might indeed read but there are not learning from their customers feedback.

Regards
Maria

callas

Its Friday and I last posted on here Tuesday - it would be nice to say I have finally made some progress.

Nicolas Eagle did ring me Wednesday and told us he had lost our complaint then because we had rung it had been found. He agreed that he would look into our complaint and that Norwich Union had broken their own guidelines for responding. He said he was waiting for our file to be sent from another department.

Friday afternoon we receive an email asking us to tell him what the problem is!!!!!!!!!!!!!!!!

Does the 25 page letter went sent recorded delivery not cover this? After we scraped ourselves from the ceiling we ring him, usual problems in actually gettting him on the phone and then after a bit of toing and frowing he admits he hasn't actually READ the file, as he has had a day off and been to a workshop! And, Norwich Union's Chief Executives Office has a high volume at present. I am not surprised. He will try and read our file and come back to us.

Am I missing a vitial point here - or am I going slowly mad?

dacouch

For the definition of irony... http://www.youtube.com/watch?v=rXmvhy9tn7U

[Deleted User]

Hi callas

I wanted to pop on and tell you that I'm not ignoring you, I've been in correspondance with Nick and he has made me aware that you will be expecting a letter to be sent out Monday, and also that a manager from Cunningham Lyndsey will also be in contact within the next week. He also asked me to reiterate that he is available by phone and email.

We aren't trying to cause more issues for you, and I'm sorry that you feel as if we are obstructing you. I can completely understand your frustration and anger and am personally keeping in regular contact with Nick to make sure we get this dealt with to the best of our ability.

Beccus