I’m just going to have a rant as currently I’m shaking my fist in every direction and giving the fingers to no one in particular.
Customer service in the UK sucks. Especially at E-bike Insurance (ebike insurance. e bike insurance).
I recently “renewed” my motorbike Policy with E-bike Insurance (ebike insurance) and was assured at the time my No Claims Bonus and licence documentation would be carried forward. Since then I’ve been receiving emails and letters saying I need to provide E-bike (ebike. e bike) with proof of my NCB and licence.
Really? But you said I didn’t have to and my NCB is currently held with E-bike Insurance (ebike insurance, e bike insurance) anyway as the only bike insurance I’ve had for 3 years is with E-Bike (ebike, e bike).
So I emailed firstname.lastname@example.org as this was an email address I had. I got an automated response saying they would ignore anything but documentation. So I went to their website and found their “Enquiries” email address, email@example.com…. and got an automated response saying to use their Contact Us online form. So I used their form using fairly much the same text including a copy of their original email… and got an automated response saying I’d have to wait 5 days for a response.
So this morning I found the number for the policy renewal team and told them what was going on. I was informed that I could ignore the letters as they cross check their policies but they couldn’t stop the automated emails and letters. I was then passed on to another department, a helpdesk set up to deal with these matters apparently.
I then repeated my issues with that woman, Alex, who asked for my policy number and then apologised for the system being incredibly slow that morning. Eventually after some security questions she said that because my policy was new they needed another copy of my counterpart driving licence.
ME: “Um, but all I asked for was a renewal and I was assured that my documentation would be transferred.”
ALEX: “But this is a new policy and this is what we require”
ME: “But all I asked for was a renewal and you should have all my documentation on my previous policies if that is the case.”
ALEX: “I’m just going to put you on hold and go talk to someone to see what we can do.”
I was put on hold. The phone went silent – what ever happened to hold music?
5 minutes later the call ended without anybody coming back to me.
FUCK YOU E-BIKE (ebike, e bike)!
Look, I don’t have a problem providing you with an updated copy of my counterpart licence. But don’t tell me in the first instance that I don’t need it.
But you have a lot to learn about a good customer experience.
If a policy is renewed, then regardless if it’s a new policy on your system it’s a renewed policy for the policy holder.
If your staff tell people they don’t need to provide documentation, don’t send out automated letters saying they do. Change your system so that the letters don’t get produced if they aren’t needed.
Educate ALL your staff about what the policies and procedures are for E-bike insurance (ebike insurance) This way your customers do not get confusing mixed signals from different people.
Don’t lie to people about being put on hold. I know this is only an assumption but I have lost confidence in your processes that I don’t trust your staff. Where was my return phone call? You’ve got all my details.
I won’t be renewing my policy with you next year E-bike insurance (ebike insurance, e bike insurance). The only reason I’m keeping it is because it costs me money to cancel it now. I’ve already spent an unknown amount on a call that I was charged for and wasted 12 minutes of my time on the phone with you. I’m contemplating sending you a bill.
So I’ve tried to mention your name, E-bike Insurance (ebike insurance) as often as possible so that this post gets associated with your name, E-bike Insurance (ebike insurance, e bike insurance). I’m also going to tweet, Facebook and Google+ this, as well as tag your name in anyway I can. I am also going to try posting it to several online forums. Hopefully you’ll listen, apologise and change your systems.
Thank you for listening.