Xmas
2006-10-02 21:28:56 UTC
Does anyone know an appropriate route to complain to Admiral Insurance
about their foreign call centres - preferably one where my letter won't
just be binned unread?
I was trying to do something that seems incredibly straightforward to
me. I had a policy with Admiral due to start in the middle of October,
but in the interim I'd sold the insured car and got another one, so
wanted to have that insured instead. I had a quote from their Sales
people and had a reference number for that. Should have been a very
straightforward conversation.
Except I got routed to India, and the phone call took forty minutes
without going anywhere. The person I spoke to was unable to understand
English (told me they couldn't find 'wrist spoiler' when I said the car
had a 'rear spoiler', for example), and wasn't able to process the quote
number their Sales people had given me. I gave them all the car details
again and they quoted me a figure which was 15 quid more than the Sales
people had quoted.
I explained that I had been given a quote that was less than that and
had been told it was good for 60 days, so I wasn't prepared to accept
that quote. We went round on this for a bit then I asked to speak to
her manager.
To cut a long story short, the manager was even less helpful. Tried the
next day and ended up talking to another Indian call centre who told me
I would have to cancel my existing policy (which hadn't even started
yet) before they could insure me for the new car.
I ended up giving up on this entirely, phoning around and finding
somewhere 50 quid cheaper. I would like to let Admiral how they've
managed to turn away and alienate a customer who had already had a quote
from them and was *trying* to give them his money!
The whole issue here is just one of communications. I've had excellent
service from Indian call centres in the past, but this should have been
a five minute conversation and the communications barrier turned it into
a nightmare.
I wasted an hour of my time (and theirs) and it was clear from my
conversation with them today that they've added notes to my record that
I am being unreasonable. As I said to them, if this is the level of
service I get for something straightforward where I'm trying to give
them money, what kind of service can I expect if I actually have a
problem?
about their foreign call centres - preferably one where my letter won't
just be binned unread?
I was trying to do something that seems incredibly straightforward to
me. I had a policy with Admiral due to start in the middle of October,
but in the interim I'd sold the insured car and got another one, so
wanted to have that insured instead. I had a quote from their Sales
people and had a reference number for that. Should have been a very
straightforward conversation.
Except I got routed to India, and the phone call took forty minutes
without going anywhere. The person I spoke to was unable to understand
English (told me they couldn't find 'wrist spoiler' when I said the car
had a 'rear spoiler', for example), and wasn't able to process the quote
number their Sales people had given me. I gave them all the car details
again and they quoted me a figure which was 15 quid more than the Sales
people had quoted.
I explained that I had been given a quote that was less than that and
had been told it was good for 60 days, so I wasn't prepared to accept
that quote. We went round on this for a bit then I asked to speak to
her manager.
To cut a long story short, the manager was even less helpful. Tried the
next day and ended up talking to another Indian call centre who told me
I would have to cancel my existing policy (which hadn't even started
yet) before they could insure me for the new car.
I ended up giving up on this entirely, phoning around and finding
somewhere 50 quid cheaper. I would like to let Admiral how they've
managed to turn away and alienate a customer who had already had a quote
from them and was *trying* to give them his money!
The whole issue here is just one of communications. I've had excellent
service from Indian call centres in the past, but this should have been
a five minute conversation and the communications barrier turned it into
a nightmare.
I wasted an hour of my time (and theirs) and it was clear from my
conversation with them today that they've added notes to my record that
I am being unreasonable. As I said to them, if this is the level of
service I get for something straightforward where I'm trying to give
them money, what kind of service can I expect if I actually have a
problem?