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Certifiably Bad Service

, , , , | Working | November 29, 2017

(My car insurance is due for renewal, and I’ve received a letter that tells me that not only will it be £200 more than last year, but they’ve taken the business coverage off, which I need occasionally to drive to meetings, etc, for work. I double-check last year’s documents, then call the renewals helpline. I get through to a customer service representative who confirms my details, then asks how she can help.)

Me: “I need to add business coverage back on, and I’m wondering why the premium has increased so much, particularly as I have an extra year of No Claims Bonus now.”

Representative: “I’m looking at your account now, sir, and you didn’t have business coverage last year; that’s why we haven’t quoted for it this year.”

Me: “Yes, I did. I’ve got last year’s policy documents in front of me. It’s on there.”

Representative: “No, your policy didn’t have that coverage last year.”

Me: “It did. I have the certificate here.”

Representative: “I can see your policy from last year, sir, and it’s not on there.”

Me: “Well, it is, because I have the certificate. Can you see the certificate?”

Representative: “I can see on my system that you didn’t have it.”

Me: “Can you look at the certificate, please? It’s definitely on there.”

Representative: “I don’t know what to tell you, sir; you didn’t have that coverage.”

Me: “So, you can’t see my current certificate on your system? The one that’s still valid until the fifth?”

Representative: “Sir, arguing with me isn’t going to help if it wasn’t on there.”

Me: “This is ridiculous. Do you want me to send you a picture of the certificate I have here?”

Representative: “That won’t be necessary; I can see it on my system.”

Me: “OH, MY GOD!”

Representative: “Oh, yes, I can see that it shows you had business coverage last year.”

Me: “I know.”

Representative: “That’s weird, because it’s not on the system.”

Me: “So, can you add it to my coverage for next year?”

Representative: “No. The underwriter doesn’t offer business insurance any more.”

Me: “OH, MY GOD!”

Representative: “Is there anything else I can help you with, sir?”

Me: “No, I guess I’ll go with the quote I got online that was half the price you were quoting, then.”

Representative: “Would it be okay if I put you through to an automated survey where you can rate your satisfaction with my service today, please?”

Me: “I don’t think you want to do that.”

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