Have Natwest broken any law / trading standard?

Makela2009

Hello all
I recently contacted Natwest to ask if I could claim on my travel insurance. I explained the situation and the customer service advisor said I didn't have a case. She also said she 'wouldn't be putting that in writing', immediately I thought that was odd so requested she follow up our conversation with a letter, which she did.
On checking my policy when i returned from my break, I appealed and Natwest gave me my money back (obviously minus the excess fee).
Anyway, the point is that I feel the advisor deliberately mis-led me so i wouldn't pursue the claim. Why would they NOT want to put something in writing? I have complained to Natwest about the handling of this issue but was wondering if they'd broken any rules or anything like that....

thanks in advance for you help

pcombo

I dont understand what you want here then, Natwest gave you the money back, Yet your still complaining.

Maybe if you actually explained what happend for them to say that. Cause im confused.

ihateyes

What was the claim for?
What policy were you claiming off ie travel insurance.... bank account etc?

jambosans

I agree with pcombo, what do you actually want?

The complaint should address any customer service failings on the agents part, and you may get some goodwill to boot. Would you like the advisor to be sacked, or are you alluding to some sort of wider conspiracy within the RBS Group?

Makela2009

Hi
I'm complaining about the fact that I had to do their job for them, and they appeared to be mid leading me by initially saying i didn't have a case. If they weren't misleading me, then the advisor was incompetent. I made the situation crystal clear to them and they said i wasn't covered.

What happened? Well, the Greek travel strikes in May meant I was unable to fly on the day I was supposed to, I lost 3 days accomodation and all inclusive food and drink. The flight was also moved from Liverpool to Manchester so I lost airport parking too. Natwest told me that I wasn't covered under their delay or cancellation policy because I hadn't yet checked in.
I explained that I couldn't check in because the flight was cancelled due to a 24hr air travel strike which was called 2 days before I was due to depart from the UK. Natwest told me they were unable to help me and that I wasn't covered. On closer inspection of the policy I found I was covered under 'curtailment of holiday'. When I appealed and cited this point in their cover document they paid out.

Makela2009

jambosans wrote: »

I agree with pcombo, what do you actually want?

The complaint should address any customer service failings on the agents part, and you may get some goodwill to boot. Would you like the advisor to be sacked, or are you alluding to some sort of wider conspiracy within the RBS Group?

I'm wondering how many other people have given up when being told they don't have a case. I'm hoping that highlighting it will push Natwest to train their staff better adn provide a better service

Makela2009

Also, I was not advised correctly (to the benefit of RBS/Natwest - surely that's wrong. perhaps not unlawful but surely morally....

jambosans

Makela2009 wrote: »

I'm wondering how many other people have given up when being told they don't have a case. I'm hoping that highlighting it will push Natwest to train their staff better adn provide a better service

I never said not to highlight it, but you stated you made a complaint, and I said:

jambosans wrote:

The complaint should address any customer service failings on the agents part, and you may get some goodwill to boot.

Perhaps I wasn't clear, I should have said: "What do you want beyond the complaint?".

InsideInsurance

Who do you mean when you say "natwest" said you didnt have a claim?

Did you go in branch and speak to a cashier about your insurance claim or are you talking about the operator who answered when you called the Travel Insurance claims telephone number?

Makela2009

Hi
when i say "Natwest" i mean the Natwest Travel Insurance. I called them rather than going into the branch.

Makela2009

jambosans wrote: »

I never said not to highlight it, but you stated you made a complaint, and I said:


Perhaps I wasn't clear, I should have said: "What do you want beyond the complaint?".

Beyond the complaint, I suppose I would like an explaination of why I was incorrectly advised, and an apology. It was stressful enough trying to reorganise my holiday, and the lack of decent service from Natwest Travel Insurance certainly didn't help. I truly feel Natwest didn't do all they could to help me the first time i spoke to them - I suppose I'll never know whether it was deliberate, so an apology will do.

Incidently, I sent them a letter to complain about the service on 15th July first class. Does anyone know how long these things take? perhaps that's a different thread...