Had a client come back to me this morning. They cancelled their cover in January making a formal written complaint at the time to them viewing a "total lack of customer service" as the problem.
The insurers response to date is that everything was done correctly by them ?
I'm waiting to get specifics from client to advise on replacement cover but regardless of the detail surely the issue here for the insurer is the TOTAL FAIL in service and more importantly client perception.
As one old MD of mine used to tell me when a customer is treated poorly they tell on average ten people ! Ironically, that former boss was the MD of a company that is now part of the above offending insurer.
Service is a vital part of our industry but clearly some companies have a way to go.
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