Not Much Assurance About The Insurance, Part 7
(At the car insurer I work for, sometimes the rate that we offer for renewal will be higher than our own price on a price comparison website. However, as long as all the details are the same we will match our own prices. That last sentence is key.)
Me: “Good Morning. Welcome to [Insurer], How can I help?”
Customer: “Hi, yes, I’ve received my renewal and gone onto that Meerkat site and the price you’re offering me there is less than half the price as the one on my renewal.”
Me: “I can certainly check that for you, and if you have used all of the exact same information I can match our own price.”
(I perform the usual security checks and get the reference numbers for both their current policy and quote.)
Me: “So, can you confirm for me that all the information you put into the quote is the exact same as on your renewal?”
Customer: “Yes.”
Me: “Okay, so looking here I see that your occupation is different, your mileage is lower, your excess is different, and you haven’t included the accident you were in last year.”
Customer: “Oh, I didn’t think any of that was important… Do they affect the price?”
Question of the Week
Have you ever served a bad customer who got what they deserved?