Buildings Insurance Claim - inconvenience...

[Deleted User]

deputy1234567

You have good reason to feel so frustrated, and it is a real shame that someone with as much passion for delivering such a good customer service as yourself feels so let down.

I've been to Asprea, in Sheffield (were you there?) and we had one of your guys blog for us here at NU (I'd love to share forumites but it's an internal site!) and I certainly agree that Asprea is still a young company with some problems that beed ironing out.

What I do know however, is that Asprea does want to deliver an excellent customer service, why else would they employee people like yourself and your colleagues? Its just that, at the moment, some people are still being let down.

I'm happy to put you in touch with the customer experience team - within NU - if you are happy to go "on the record" they will listen to you and take your problems seriously and try to work with you to make things better.

Becca

deputy1234567

Thanks for your reply Becca, unfortunately I was not down at Sheffield, only LEAD PCA's are invited to these meetings, which means the day to day PCA's on the front line are unable to contribute to the ironing out process, maybe this could be something for you to bring up, council forum integrating all members of staff across the board enabling senior/middle management to take on board the views of the PCA not just the Lead PCA who in my office does not communicate working plans or ask for our input in matters concerning the business.
I accept that things are at an early stage in business terms and that not everything is all doom and gloom, but reading this forum is very embarrassing as a member of staff who takes the responsibility of their job very seriously. I know that these forums also do not discuss the claims that do work well, where the PCA has gone that bit further to offer the service that gains praise for the PCA and the company.
I myself get regular call backs from Customers praising the service they have received or the cards sent in expressing their thanks in dealing with their problem so quickly and thoroughly, yes we all have the odd claim that is difficult to process to a finish as quickly as we would like, but this, can be down to a lock of communication in organizing Contractors and other Companies involved in rectifying the problem, It just seems to me that monthly team talks(when our lead PCA remembers) are dictated to us instead of the process of asking what we can do to improve the process, hence the idea of the forum committee where everyone is involved. take someone from the Contractors, NU, Surveyor, PCA ,middle management, senior management maybe even a different Policy Holder every month to get their views and experience.
Get everyone around the table, get communication going and from this process i am sure we will all be amazed with the results and ideas that this could bring.

Insco

You are to be applauded deputy for being so candid and comitted and I really hope that Asprea / NU take on board your comments

[Deleted User]

deputy1234567

Thanks for coming back to me, I totally understand the embarrasment factor when reading what is said about your company, that is a large part of my job interacting on these forums.

I think the idea of a forum of people at all levels across the 2 companies is a very good one, and certainly something I shall discuss with my colleagues here and in Asprea.

In the meantime would you feel comfortable emailing me directly? Even from a hotmail or other personal account so we can talk more? I don't want to silence you, or stop you being open on these forums, but it can be just as uncomfortable reading for us and other people as the comments from our customers are.

We are obviously both coming from the same sense of wanting to do the best things for our customers, so lets work together to make sure that is what we are doing?

Becca

mattymoo

Deputy - I'd seriously check your contract of employment to see what it says about blogging / public disclosures regarding the company before revealing your ID.

A lot of firms have tightened up on this now and regard it as a dismissable offence. While your motives are sound, I'd hate for you to commit career suicide over this.

Beccus - I'm not suggesting you are engineering a trap for Deputy but those higher up within NU may take a different view.

deputy1234567

Mattymoo i am well aware of the dangers in myself blogging on here as were told a while back that under no circumstances were we to comment on this blog and maybe i should have kept my head below the horizon of the parapet but in order to get things done, in order to make a difference as well as defend my reputation in some small way i felt it necessary to speak up.
Becca i am sure you are doing all you can within your power to rectify the current problems we have as a company, not that i think they are big problems more as you suggest a case of ironing out working practices that benefit every party involved.
Unfortunately i will be unable to email you internally or externally due to my concerns raised by Mattymoo which i always knew would be an issue, my main aim was to highlight the problems to the Customers and possibly yourself in making sure attention was brought to the growing problems that exist as well as securing the future employment of myself and my colleagues within the company. I think i have made my point and raised a few issues that should and will be addressed and increase the communication levels within the Asprea network to give all concerned the level of service we all strive for.
Now i think i will go back to keeping my head down and continue to give the Customers of my postal area the best service i can. thanks for giving me the time to express my opinions and concerns and hopefully issue raised will be initiated for future working practices.

Truegrit_2

Deputy, keep your cards close to your chest mate, I applaud you for coming on this site, the insurance industry is so corrupt at high level jobs for the boys and people like ourselves are just treated like s*** but there is ways and means of fighting back. Carrilion Asprea yes it is Carrillion and Becca posted to a good friend of mine that it is a new business, Carrillion are still behind it, buddy buddy system, brown envelopes, cash. The company Asprea is so s*** apart from a few people like yourself, if NU had the !!!!!!!! to get rid of this muppet outfit and bring people like yourself inhouse and bring insurance professionals on board and start policing their claims in a correct and proper manner they may have half a chance of retaining business, they've just lost quite a lot of business to Towergate and Giles Insurance Brokers. People like yourself were employed by the insurance industry years ago and went on to be adjusters or in the broking industry, getting your qualifications what chance have you got with Asprea in getting qualifications in the insurance industry....None. In a nut shell I may be wrong so if somebody can correct me, either Tarmac and Carrillian are joined together with Asprea, so is it that we've just got a load of !!!!!! that want to tarmac drives for a fiver p.s. don't trust Becca, people like her suck you in and spit you out, you are now seen as a threat to the company and the business having been on this site and being open and honest. Keep posting the crap that you're going through till a decent company comes along. I am working with a few who are putting together a few schemes in the next few months and are far more superior to Asprea. They are national so I may be able to put a good word in. This is called poaching decent people for our industry

Truegrit_2

By the way would you trust someone who looks like the bird from Scooby Doo!!;) :rotfl:

deputy1234567

The concept of the Asprea brand is the NEW business, where every part of the claim is designed to be in house under one roof so to speak, giving the Customer a more smoother route to having their claim completed smoothly and as quickly as possible, I think we can all agree that in theory the concept is admirable although the putting into practice is more difficult to achieve.
As for Becca, i do not wish to cast any allegations as to her professionalism or her integrity, i am well educated and street wise enough to know that my taking part in this Forum will no doubt be making a few executives sit uneasy in their plush seats and my anonymity will stay hidden for the time being, if challenged, i will stand up and be counted for the actions and disclosures i have unearthed i have no regrets about this in the slightest.
All i give away is i am not a LEAD PCA which leaves the powers that be unable to check on every PCA within the business. I will no doubt keep an eye on this Forum as to the issues raised and if and when i can will distribute what help and knowledge i can.

[Deleted User]

deputy1234567

I totally understand where you are coming from, I wish we could have worked together, but I do understand how you feel.

It is very difficult to be the public face of a company that people don't trust, or like to throw allegations at. As Truegrit has shown it is very easy to turn a discussion about something serious into something personal, and as you are probably aware being on the end of the phone for customers you tend to get it in the neck from all angles. I have been there.

As for my integrity and professionalism, I am here doing my job, I have never been anything other than honest about my intentions here - I'm not trying to "suck you in and spit you out" - I'm doing what I can to try and resolve the issues that come up on these forums and all over the web in the best way I can. I am passionate about delivering a great experience for our customers, and our colleagues, I wouldn't be putting my own name and identity to this stuff if I didn't think we could make things better. I'm not saying we're there, but there are droves of people within both organisations working hard on behalf of people like you.

Best wishes deputy

Becca