Can't email the Co-op car insurance!!!!

zzzLazyDaisy

I was with the coop for 10 years. They dealt promptly and efficiently with a claim, even down to agreeing to give us cash after we objected to a voucher because the item damaged was unique (it was a grandmother clock). The clock had been damaged by a carpet shop's fitters when they accidentally knocked the clock over with the carpet as they turned into a room off the hall, and completely smashed it! (To this day I don't know how they did it!). Anyway, the coop reclaimed the money from the shop's insurer and all was well... or so I thought.

Roll on two years later, during which time we had continued to be insured with the coop with no problem. My marriage broke down and I rented a flat. I innocently phoned the coop to insure the contents and they refused to insure me because I'd had THREE claims at my old address. When they gave me the dates and read out the notes it became obvious that the first item was the claim, the second item was the refund which had been inaccurately recorded as a claim, and then there was a third entry correcting the second and recording it as a refund.

But the call centre person would not, or could not, accept this and insisted that I had to get confirmation in writing from my 'previous' insurer. But the previous insurer was the coop. Ah, but they had changed their underwriter since the claim so they could not verify the entries, and had to go on the fact that I'd had three claim in quick succession. He could not explain how my ex was still insured by them at the same address as the incident, in the same name... yet they refused to insure me, at my new address.

I dropped the whole thing, phoned direct line, explained the problem and bingo, they insured me straight away.

Bonkers.

mattyprice4004

Plain_Lazy wrote: »

Your reply just illustrates exactly why I don't want to talk to call centre monkeys.

And this reply illustrates why I left call centre work and became my own boss.

Plain_Lazy

LazyDaisy and BAMFster have hit the nail on the head.


The upshot of it is that I no longer trust the Co-op and that's why this renewal time they will lose one customer.
:mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:
I'm not going to go into why here because people will end up discussing that instead because this is MSE.
:mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:
Because I no longer trust that they will complete paperwork accurately and that they will not make really stupid mistakes and then pretend they will fix it and then do nothing. I would like proof of what they have promised they will do. They obviously don't want their customers to have a proper record of this because then they won't be able to lie or blame the previous monkey or the computer or the weather or whatever!
:mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:
I used to be happy (well not happy but you know what I mean) to pay a bit over the odds for Co-op insurance because I genuinely believed I was getting a decent service.
:mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:

shelley_crow

I have emailed co-op in the past with a complaint, I'll try and dig out the email address to give to you. On the whole, they have been great.

ellay864

There's a lot of companies that don't use emails, I've been told it's down to security. It's frustrating in this day and age but if I want things in writing and don't want to use call centres I write a letter!

Plain_Lazy

Thanks Shelley. I do have an old address and used it earlier this week but the woman made it clear that any enquiries were to be done by phone. I'm leaning towards somewhere with a physical premises at the moment where you can call in and speak to a real person in front of you.

Ellay I will be writing to them if for nothing else than to make a point.

The point is that some enquiries are better done by email. By phone you have to explain everything each time you ring up and if someone has been incredibly rude or particularly unhelpful it is difficult to prove because they don't record all calls just a selection. :mad::mad::mad::mad::mad::mad::mad:

haunted

:j I have a policy with the co-op and wanted to change the details on the policy, that`s all. They could NOT tell me how to do that, literally... It has taken me over two hours on my mobile, trying to be put to the right department or someone who could speak to me sensibly. I have spoken to 5 individuals, who were abrupt, and could not hear what I was saying, their brains could not problem solve, think around the issue, and in the end said they would put me through to a quote department, left me with blaring out music and then lost me each time. Then the phone went dead, the last time.. The initial call center person could not answer my question, nor could the others. It cost me a fortune as I was on the mobile and I never did get an answer to my question. So I am going to cancel my policy..As previous people on this site have said, you can`t e-mail co-op, and when you do speak to them if it is not a straight quote, and they can take your money, they can`t deal with it. Their heads go ....It is really appalling serivice, with really BAD customer interfacing skills, and this is the co-op our friendly service Bahhhhh humbug. Shocking out there today...:mad:.

pmduk

Plain_Lazy wrote: »

Your reply just illustrates exactly why I don't want to talk to call centre monkeys.

Whilst your reply just demonstrates how much unwarranted rudeness call centre staff have to suffer.

cheltenham_dude

Plain_Lazy wrote: »

LazyDaisy and BAMFster have hit the nail on the head.


The upshot of it is that I no longer trust the Co-op and that's why this renewal time they will lose one customer.
:mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:
I'm not going to go into why here because people will end up discussing that instead because this is MSE.
:mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:
Because I no longer trust that they will complete paperwork accurately and that they will not make really stupid mistakes and then pretend they will fix it and then do nothing. I would like proof of what they have promised they will do. They obviously don't want their customers to have a proper record of this because then they won't be able to lie or blame the previous monkey or the computer or the weather or whatever!
:mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:
I used to be happy (well not happy but you know what I mean) to pay a bit over the odds for Co-op insurance because I genuinely believed I was getting a decent service.
:mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:

Heres a very big piece of advice for you when you do contact Co-Op to cancel - Calm down before calling and do not, I repeat, do not speak to the call centre person in an angry, condescending or insulting manner.

If you're refering to the parts where they go through security / data protection questions with you as part of the 'script' that you are so fustrated with, then you may well be better off with insurance through a broker you can visit, your bank and or an internet insurer.

It is possible that the person, you speak to in the call centre is not actually doing the admin work to make changes / cancel your policy, but passing them to an admin department (please don't ask to be put through to the department that does the work - as someone who has worked in a call centre, I can tell you that in most cases this will not get anything done quicker and may well, just result in you waiting on the phone longer and will also mark you as being a bit of a douche).

But most of all, try to remain calm. It makes it that much easier to understand you and keep the details straight, and also if you start throwing insults and swearing at the call centre person - their contact centre may well have a policy where they can hang up on you if insulted / sworn at repeatedly.

Computersaysno

IIRC there's a requirement [EU electronic selling] to provide means of electronic contact [and a webform is not good enough, it has to be an email address].