Halifax Insurance - Telephone Scam (Apparently)

kilobite

Hi Guys,

I'm looking for advice here about how to report this apparent scam.

I registered a claim yesterday and initially I did not mind the very, very long wait as my details were validated & verified... the call handler also complained about the system being slow.

About an hour later, I rang to ask a 'simple' question and yet again was put on hold for 15/20 mins... my question was about my policy cover which the answer would have been right in front of her. There was no apology for the dealy or no offer of call back and yet again the handler (different one) said that their system was very slow! The excuse sounded almost scripted.

I'm convinced they are doing this on purpose to make money out of the 0845 calls.

How can I get this matter investigated or are they allowed to treat/make money out of customers like this?

Cheers
Kilobite (Miss)

hartcjhart

perhaps their system is slow at the moment,who knows, but use this number instead
0800 0282498

and in future always look on this site first

http://www.saynoto0870.com/

Astaroth

Unfortunately your idea doesnt make any sense.... firstly businesses were never supposed to be able to make any money off a 0845 telephone number. There were ways round this for exceptionally large companies but at most they are making is 1p per minute or 60p per hour. A BT call to 0845 in the evening is less than 1p per minute so any revenue share would be a lot less.

Your average call centre handler is going to be on a lot more than 60p per hour!!!!



As to the time delay.... insurers typically change their policies slightly every 3-6 months and therefore they need to find your details to find out exactly which version your currently insured under to ensure that they give you the correct information.

kilobite

hartcjhart wrote: »

perhaps their system is slow at the moment,who knows, but use this number instead
0800 0282498

Thanks - I appreciate the tip!

kilobite

Astaroth wrote: »

Unfortunately your idea doesnt make any sense.... firstly businesses were never supposed to be able to make any money off a 0845 telephone number. There were ways round this for exceptionally large companies but at most they are making is 1p per minute or 60p per hour. A BT call to 0845 in the evening is less than 1p per minute so any revenue share would be a lot less.

Your average call centre handler is going to be on a lot more than 60p per hour!!!!



As to the time delay.... insurers typically change their policies slightly every 3-6 months and therefore they need to find your details to find out exactly which version your currently insured under to ensure that they give you the correct information.

Thanks.... I never thought of it like that - They may as well go 0800!!

Regards,
Kilobite (Miss)

jamesperrett

Astaroth wrote: »

Unfortunately your idea doesnt make any sense.... firstly businesses were never supposed to be able to make any money off a 0845 telephone number. There were ways round this for exceptionally large companies but at most they are making is 1p per minute or 60p per hour. A BT call to 0845 in the evening is less than 1p per minute so any revenue share would be a lot less.

Your average call centre handler is going to be on a lot more than 60p per hour!!!!

If you are on hold you aren't taking up a call centre handler's time so they're certainly making money from you while you are waiting in the queue.

So-called free dial up ISP's work this way too.

Cheers

James.

Astaroth

They are getting an income, 60p per hour at the most on an 0845 number, where as they are paying the call centre agent £7 an hour.

If you read the OPs comments they are saying the agent put them on hold after talking to them so they are taking up agents time rather than queuing whilst waiting to speak to someone.

Ok, with premium rate numbers then you may have an argument that you want to extend hold times either during agents time or whilst trying to get to one but not the traditional "lo-call"

Phoning 0800 numbers where they exist (and your not on a mobile) is obviously most sensible as they are then paying for you to queue or be put on hold

dacouch

A Halifax bank employee mentioned on the banking thread that the bank tellers are trained to specifically not apologise for keeping customers waiting. This apparantly is because in Halifax's eyes it draws attention to the long wait and lack of staff...