Problems re: HolidaySafe Insurance

dacouch

rs65 wrote: »

Peak season so you reduce your opening hours?

The information Holiday Safe supplied to Google as their opening hours shows

Monday 8:00 a.m. – 8:00 p.m.
Tuesday 8:00 a.m. – 8:00 p.m.
Wednesday 8:00 a.m. – 8:00 p.m.
Thursday 8:00 a.m. – 8:00 p.m.
Friday 8:00 a.m. – 8:00 p.m.
Saturday 9:00 a.m. – 5:00 p.m.
Sunday 10:00 a.m. – 4:00 p.m.

This information is still the current information that they have on their google advert.

Amber's post on their Facebook page 7th July says their open on a Sunday from 9am til 5pm...

I would have thought part of being Holiday Safe's brand manager would encompass keeping google up to date and keeping social media upto date.

CountDrakma

Once again thanks you both and great tip da couch: never knew you could do that. Knew I'd spotted a 9 o'clock Sunday time somewhere though!!

dacouch

CountDrakma wrote: »

Once again thanks you both and great tip da couch: never knew you could do that. Knew I'd spotted a 9 o'clock Sunday time somewhere though!!

Google cache only tends to give you a snap shot from a few days ago.

This website takes images of websites on a regular basis and allows you to view a specific page on certain dates in the past.

http://archive.org/web/

It's worth bookmarking it.

Here's their cache of Holiday Safe Contact Us which has images of the page going back to 2012.

http://web.archive.org/web/20150316225533/http://www.holidaysafe.co.uk/contact_us.html (16th March 2015)

http://web.archive.org/web/20120311020921/http://www.holidaysafe.co.uk/contact_us.html (1st March 2012)

CountDrakma

Bookmarked dacouch. Cheers! Only one little thing- I tapped on the link dated 16th March on my phone. It then flashed up a page from my provider saying "Sorry but this site is for over 18s.... "!!!
I guess as saved sites are only saved for a few days then that 'space' is later filled by links to other pages?
Gave me a laugh though- maybe the "over 18" thing was an oblique reference to the Holidaysafe stuff!!

CountDrakma

Edit: so does the other link !!!

Quentin

Maybe your research has shown you why they are so cheap!


And if you check the feedback thread:
https://forums.moneysavingexpert.com/discussion/4044379


You'll see nothing but grumbles/complaints since the thread started in 2012


Regarding your specific complaint, you'll also see "Amber" has been telling us since April 2013 about the high volume of calls and repeated "cut offs"/long holds that thwarts customers/potential customers from actually getting through to them:

Holidaysafe_Representative wrote: »

.....I just wanted to sincerely apologise that you had trouble contacting our customer service centre. While we have been experiencing high volumes of calls, I can assure you that this is not the high standard of customer service we strive to provide every Holidaysafe customer. ......

CountDrakma

Thanks Quentin. You're mainly right of course- but wrong in one repect: I didn't do enough research before I took out my policy earlier this year!!

Holidaysafe_Representative

Dear CountDrakma,

I just wanted to let you know that I have just replied to your email – once again I am very sorry for the delay in answering your queries.

I completely understand your frustrations, and so I wanted to give you some more information about where Holidaysafe currently stands.

Earlier this month we did experience serious issues with our phone lines, and unfortunately we were reliant on our provider to pin point the issue for us, which (despite our best efforts,) took several days. This issue caused intermittent black outs on our phone lines, meaning that some lines would work, and then others would not. The issue also stopped us from making outgoing calls. We did post messages on our social channels, but we were unable to add messages to our phone lines as the black outs were sporadic. As mentioned in my email, I have passed your feedback onto our Managing Director and Head Operations.

These unexpected issues teamed with our peak season has promoted an unprecedented number of calls and emails over the past few weeks and months, which unfortunately have meant longer delays for our customers. We are working on dealing with the backlog as quickly and efficiently as we can, and have brought in a group of new starters to help. We have also made changes to our website, to try and help customers complete their policy or answer their queries online as much as possible.

As with all businesses, we have peak times of year which are busier than the rest. Every year we work to forecast and manage this increase in calls, but we are a rapidly growing business, and we don’t always get it 100% right. All I can do is sincerely apologise, and promise that we are working on a long term solution to ensure we offer the best customer service possible every year.

In the next six weeks we will be moving to new offices, which will stop the phone issues, and mean that we can hire more staff. At the moment we are forced to work satellite on Sundays (due limited access to our current premises), and unfortunately this has led to further issues and longer hold times for our customers, so we have taken the decision to close on Sundays until we reach the new offices. Hopefully this should prevent customers from holding any longer than necessary, and will mean we can push more resource Mondays-Saturdays.

If you have any questions or queries, please do not hesitate to contact me directly.

Kind regards,

Amber.

Ian011

rs65 wrote: »

Top right of their FAQ page

http://www.holidaysafe.co.uk/faqs/

Call 0845 658 0570

Open Mon-Fri 8AM-8PM, Sat 9AM-5PM & Sun 10AM-4PM

By failing to declare the specific Service Charge for the 0845 number, that web page appears to be in breach of the new Clear Call Rates for Everyone regulations that Ofcom brought in on 1 July 2015.

If the 0845 number is still in use on 26 October 2015, it will be in breach of the new FCA regulations covering telephone numbers used for customer contact that come into force on that date.

Holidaysafe_Representative

Hi Ian011,

Thanks for your feedback.

When you call our 0845 number the first thing you hear is a message explaining how much calls to this number cost, plus the local rate phone number you can call instead.

We are working on getting this information added to our websites too.

Kind regards,

Amber.