Norwich Union turning a drama into a crisis

dacouch

Definition of irony #4 (Bearing in mind Callas problem) this is becus boss talking about NU deliberately flooding a flat to see how efficient their claims service is...

If you don't want to listen to Darren's management speak fast forward to about 5 minutes 40 seconds... http://www.youtube.com/watch?v=hupFMWlO9So So and the follow up http://www.youtube.com/watch?v=Q2xNpHwRQrw&feature=related like I said talk is cheap, implement what you learnt when you flooded the flat and discovered your suppliers are some what lacking


P.S Becus Darren might learn more about the "Customer Experience" if he sat and had a chat with someone who has experienced when a Norwich Union claim goes wrong and Asprea are involved. He might learn a lot more.

P.P.S I could give you a new title for a project (I will not charge you a consultants fee, you can have this for nothing) which will save Norwich Union a fortune and mean you upset less customers.....BEYOND ASPREA, what a great project that is. Have a few management speak meetings and bring it in as soon as you can. You will be amazed the positive effects it would have!

dacouch

callas wrote: »

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?

xxxxxxxxxx

mattymoo

Dacouch - have you had a client's claim turned down by NU this week (sorry I meant Arriva, nope sorry, Aviva)?

Tis a pity really that NU have reached this stage. Two of the component companies, General Accident and Commercial Union were always highly regarded.

I seem to recall that it went something like CGA (commercial general accident) followed by CGNU (Commercial General NU) followed by just NU and next, Aviva. That has happened since 1996 or thereabouts with massive staff cullings and restructures at each stage. Clearly they are too busy reinventing / managing change that staff become disillusioned and service suffers.

PS: I've never worked for them but did for another large firm that went through a merger so have first hand experience.

dacouch

No I have not had any problems with them Matty, I just get annoyed when I see them make a mess up like they have with Callas but don't sort it out efficiently. The old not receiving the letter etc (I'm convinced some NU offices have their Fax machines on a table above a bin).

Everyone makes mistakes, when you do however you should sort them out quickly and efficiently.

I like NU it just annoys me when they are like this when there is a problem. I'm fortunate that when there is a problem I can use my contacts and get problems sorted out fairly quickly. If you don't keep on at them they do like they have with Callas.

The name changing always makes me laugh with NU as they change names and then have 2 or 3 years of problems with their IT System and say never again will we change as it causes so many problems. They then forget the problems and decide what a great idea it will be to change their name.

I got somewhat carried away on youtube, have you seen the waffle from the Customer Experience Director. Its comical, testing their claims service is a good idea but they don't seem to have learnt from it. If they did not part own Asprea they would have dropped them ages ago

Kittian_the_Blue

I have to say when I had Asprea out as a punter, I couldn't believe how bad their service was - I have never come across a service so poor in all my years of claims (I would almost put them in the Cowboy builder class) - unsurprisingly, at renewal I left Arriva and went back to cover with Hiscox... that'll teach me to get cheap cover for a year!!!

dacouch

Kittian what were you thinking, no one can hold a torch to Hiscox for claims, certainly not NU when Asprea are involved. Do yourself a favour and just keep renewing the Hiscox Policy, you know it makes sense

[Deleted User]

I'm not really sure what I can say to all of this...
As I've already stated Nick is doing his best to get this sorted, and we have held our hands up to apologise and admitted to the mistakes that have been made, I can't speak for Nick, but I can speak for myself and say that I will do whatever I can to get a resolution on this.

Asprea. We are working with asprea to fix the problems that are mentioned here and fedback to ourselves and them. The company was set up with the help of Norwich Union, but there is something at the back of my head that says we don't own them (I'm willing to be corrected or correct myself when back in the office, its nearly bedtime!).

I'm sorry I can't give anything more solid in my answers this evening, but I wanted to come on and tell you all that I am paying attention... although I've seen most of the youtube videos before.

Becca

missile

You are not alone Callas. We have a similar tale with Asprea rude and incompetent staff and Nicolas Eagle who seems to back them rather than listen to the client.

You only find out how good your insurers are when you need to make a claim. We have been clients of NU for several properties and many years but we shall be taking all our business elsewhere come the renewal dates.

callas

Beccas I read with interest your concerns but Noriwch Union received a 25 page letter of complaint from me on the 13 May 2009 and as of the 29 May 2009 no one appears to have read it. It was not acknowledged in your own timescale guidelines.

I have waited before posting a reply to your email as I thought it only fair to wait until AFTER the postman has been and read the promised letter from Nick Eagle which you say will arrive today. No email, no contact.

Guess what? NO letter, I can't help but feel Nick has now let you down and left you with egg on your face.

It also seems I am not the only one to have Nick Eagles customer service. Missile doesn't seem too impressed by his approach either. What will it take before Norwich Union do something about Nick Eagle?

Stress is an awful thing but its made worse when you are suffering from it and you know that the person causing it knows it and ignores it.

I cannot sell the flat in its present state, I cannot rent it, I cannot move on. The hall, the bedroom, the kitchen, the bathroom and the sittingroom all have water damage. In fact the sitting room has thick black mould up 3ft of the walls. The tiles in the kitchen and bathroom have lifted badly and the plaster on the walls and ceilings
are damaged.

The millions they have spent on their advertising on how their customers are not a number but a person with a name and who have feelings is exactly what we the customer want to hear but in Norwich Unions case it is only a theory not a practice. A piece of bait to lure the customer in thinking they are going to be treated decently.
They take your money with a smile full of promises but God help you if you make a claim.

It amazes me that I have written on here, I have rung and written to Norwich Union and yet still no one has read or dealt with my complaint. No doubt there has been effort but the only effort I can see is how its not your fault. I have written on here the stress its causing me yet a whole week has gone by and I have got where?
'Nowhere'

Nick Eagle may be available on email and phone internally, but let me tell you Tuesday evening he didn't want to speak to me because he was rushing home.

Wednesday he spoke to us and said he was waiting for a file to arrive which we had been told had already been sent the week before and as soon as he received it he would deal with our compliant.

Thursday he had the day off but didn't mention this to us. Friday morning he was busy in a workshop and Friday afternoon he cheekily sends out a letter asking us to tell what the problem is????????

When we ring him up on the 'direct line' (not) we are left hanging on and then told there are problems with the phones can he ring us back and then we say we will hang on he strangely takes another call!!! Finally, when its obvious we are not going away he speaks to us. Asking us to relay to him our complaint - he has it in front of him in black and white but tells us he is too busy to read it due to their heavy work load and his time off.

The main complaint when someone gets round to reading it is not about Asprea but about Norwich Union and their staff and lack of doing anything to progress my claim, along with the fact that Asprea had been told NOT to do any work on my claim. No reason given.

If Norwich Union want feedback let me give you some. I wrote on this board at the beginning of last week by Monday of this week NU have not even managed to get my file read, nothing has moved on except my blood pressure and yet even after reading about how ill this all making me Norwich Union feel perfectly fine with letting me stew about this all weekend with promises of a letter on Monday (which hasn't arrived unless Nick Eagle is delivering it in person later today).

Life is too short and I keep telling myself that. But as I have said above I cannot move on until Norwich Union sort this mess out and stop spinning.

Dacouch: No prizes for guessing which utube clip I liked the best.

[Deleted User]

callas

I'll be back with a PM as soon as I can

beccus