One Call Insurance - Avoid

Dee5938

The worst customer service ever!  I have tried to make contact via the online chat for 5 straight days, one minute I am number 15 in the queue, drops down to 4, then goes up to double digits again.  You are unable to call unless you are vulnerable or bereaved, which has changed as I made a call 9th November and the week before that.  I called on 9th to chase up a refund I was expecting, I initially spoke to Alisha the week before who was very helpful and was able to get my renewal price down by £85.12.  When I called back to chase the refund, I got the unfortunate pleasure of speaking to Umar who had thought he had put me on hold whilst he investigated our refund.  I then heard him call me a 'dumb b*****' whilst talking to one of his colleagues which I pointed out to him when he came back to me.  He immediately put the phone down.  Absolutely fuming as you can imagine,.  About 10 minutes later the supervisor Adam called me and profusely apologised, agreed I could cancel my policy and would also award me £50 compensation for the appalling service I had received.  I am due a refund of £358.09 and still do not have it!  I do not know I can make contact other than write a letter which I may have to do.  I have tried to contact via Facebook, Linkedin and email.

DullGreyGuy

At a former clients one of the claims handler made a similar mistake about thinking they'd put the customer on hold but rather than just call the customer a name they were describe how the customer was abusing farmyard animals. The customer was brilliant though, kept his calm, said the advisor had been really helpful and could he speak to his manager to pass on his praise. The guy was frog marched out the building 10 minutes later.

Unfortunately, if we are honest, call centre jobs are horrible and most struggle to get the number of staff they need so cannot be overly picky on who they recruit. The reality therefore is every company has both some Alishas and some Umars in their midst... at best the better ones just have a better blend of the two. 

A vulnerable customer is highly subjective thing... you could easily be vulnerable because of financial distress and their withholding the refund is adding to that problem.