Call Centres

Steve1981

I noticed that there isn't a thread detailing where insurers have their call centres.

working in insurance and speaking to customers I realise that many people are frustrated at having to call foreign countries in order to make amendments, queries or claims, not from a descriminative angle but due to problems that the language barrier may cause.

This is something that I feel can be as important as any other benefit when chooing policies and thought it would be handy to have a reference thread.

Maybe something stating different departments also as some companies have sales in the UK and ammendments abroad to cloud the issue.

Does anyone have anything to start us off?

baby_bronagh

saga are uk only call centres.have heard that esure are going to change back to uk along with a few others. this is because people in uk want to speak someone who understands what they're saying and are migrating to companies with uk call centres

V_tricky

Morethan (a trading style of Royal & SunAlliance - soon to be known as just RSA) have UK callcentres for third party claims, and if there is a complaint on file then their complaints on recovery files AKA legal expenses files are dealt with in the UK (otherwise they are also dealt with in India)

Motability (who are underwritten by Royal & SunAlliance) only have UK claims staff, as do certain selected brokers who have allocated handlers to solely deal with their work.

R&SA are happy though that if you wanna be transferred to someone in the UK to do that with no problem, so if their 'highly trained, degree level' staff in India aren't exceeding customer expectation, they should be put thru to someone in the UK with ease.

As far as I know.

zkw29

Direct Line have UK only call centres for all products / departments

FlameCloud

Hbos only have UK call centres for insurance.

roguebrogue

L&G also have UK only call centres.

jessjess_2

some AXA underwritten policies have UK only, AXA Countrywide is one that i know of.

nickmack

Channel 4 tonight at 9pm may be of interest to you.

http://www.channel4.com/culture/microsites/C/cutting_edge/

custardy

the aa seems to be all UK based.
halifax seems only UK until you actually take a policy out,hence why i dont use them anymore

scope

custardy wrote: »

halifax seems only UK until you actually take a policy out,hence why i dont use them anymore

Good move.. Any company that uses overseas call centres should be avoided.. Not just to stop companies moving UK jobs abroad, but also for the rubbish service that usually follows an overseas (especially Indian) call center.

Thomas_Crown

custardy wrote: »

halifax seems only UK until you actually take a policy out,hence why i dont use them anymore

FlameCloud says ''Hbos only have UK call centres for insurance''.

I have my Buildings/Contents insured with Sainsbury's Bank who insure me through Halifax Insurance Services. The actual company is St.Andrews Insurance. Halifax act as an insurance advisor as they are not an insurance company.

Halifax must use a number of different insurance companies. Insurance policy ''add ons'' such as legal protection & home emergency normally have a different helpline phone number.

The Sainsbury's Bank home emergency number is definitely for a UK based call centre.