Direct Line-AVOID!CUSTOMER SERVICE HORRENDOUS!!! WHICH INSURER DO U LIKE >#?

mattymoo

glider3560 wrote: »

OP, by the way you have been replying to people's posts here, I can only assume that you were rude to the staff at Direct Line. If you are rude to them, I would expect them to treat you in a similar way.

The OP's replies I can see now appear to be polite although I note there has been some editing.

OP - can you tell us what your discussions with DL were about. We would then be able to see if your expectations were unrealistic. Does not excuse poor customer service but might help us to work out why they appear to have been rude.

dacouch

I could be wrong but it sounds like the claim was not covered by the policy and the OP gave them a piece of his mind. As Mattymoo mentioned if you can give us more info it could help us understand the situation and possibly help.

Was the claim for a lap top by any chance?

aboxa

mattymoo wrote: »

The OP's replies I can see now appear to be polite although I note there has been some editing.

OP - can you tell us what your discussions with DL were about. We would then be able to see if your expectations were unrealistic. Does not excuse poor customer service but might help us to work out why they appear to have been rude.

this was my first time in posting a thread.. so i do apologise if i came across rude after reading back the comment i could see why i came across that way hence the editing... so apologies to everyone .

well the claim was about a pipe that ran under the house .. it was fixed to a poor standard by there company and when i rang to raise the issue i found them to be rude.

also getting the wrong info i first had somone tell me because its a first claim i would get the excess refunded ...but during numerous phonecalls they told me this was not the case .... then when i rang back they said they would and now there saying they wont!

the advisors i spoke to were rude and i didnt imagine that ... but to be totally honest i cant remeber the exact words involved ...

in the end everything was sorted but it was the customer service that i had the issue with so i just wanted to see what others experinces are ..

maybe it was a one off as most ppl seem to be happy with them ...

out of interest though has anyone had a really good example of cutomer service with insurers out there ??

aboxa

dacouch wrote: »

I could be wrong but it sounds like the claim was not covered by the policy and the OP gave them a piece of his mind. As Mattymoo mentioned if you can give us more info it could help us understand the situation and possibly help.

Was the claim for a lap top by any chance?

lol no not a laptop it was for pipe under the house ... details in below post

aboxa

well the claim was about a pipe that ran under the house .. it was fixed to a poor standard by there company and when i rang to raise the issue i found them to be rude.

also getting the wrong info i first had somone tell me because its a first claim i would get the excess refunded ...but during numerous phonecalls they told me this was not the case .... then when i rang back they said they would and now there saying they wont!

the advisors i spoke to were rude and i didnt imagine that ... but to be totally honest i cant remeber the exact words involved ...

in the end everything was sorted but it was the customer service that i had the issue with so i just wanted to see what others experinces are ..

maybe it was a one off as most ppl seem to be happy with them ...

out of interest though has anyone had a really good example of cutomer service with insurers out there ??

mattymoo

aboxa - sounds like you were certainly getting some duff info along the way there. Hope you got it sorted in the end.

One tip for the future is to make a note in your diary of when you called (along with the time) and make a note of the person you spoke to. Make it clear to them as well that you know the name, usually in the summing up - "So Fred Bloggs, we've agreed that you will call me tomorrow morning about blah blah and you will arrange for xxx to do yyy - is that correct Fred?" -

It makes them less inclined to dump the file for someone else to deal with next time you call. The diary note also means they can trace any recordings of the conversation to check what was actually said.

dacouch

Matty you your post is almost verbatum of my normal advice.

It took a few bad experiences to learn that, it does work really well especially if your polite and ask a few questions eg how are you etc etc

mattymoo

I did think about adding a (C) Dacouch at the bottom

dacouch

It works amazingly well, I normally comment on the weather or how they sound in a good mood (If applicable).

The crunch is after you get their name and exchange pleasantries etc is to say something along the lines of "I'd really appreciate your help with this". Most people genuinely want to help and if you press the right buttons and they know you have their name they will make sure they actually do what they say.

The summarising the call is very helpful and often people forget or do not understand so it avoids that and then you clearly summarise what they have agreed

If its important that its done I often ring back a couple of hours later to make sure its done and then make sure I thank them.

Quentin

You are right of course.

But isn't it up to their youth offending team/probation officers to do what their parents failed to do and teach some social skills?

Hardly the role for the helpful contributors to this forum!