I know that there is much said here about insurance companies and the experiences that some endure in their dealings with them. I have read the many contrary comments on here with interest, as I have generally had reasonable experiences with all my car and bike companies over the years; but maybe because apart from renewing, I have very little interaction with them, other than to barter my premium at renewal.
I realise that the renewal premiums are generated by computers using complicated algorithmic calculations, but this is the modern world of cost saving, rather than an individual looking at each one, and you have to spend a few moments searching for the current competitive quote and then engage in conversation with a human being to come to a satisfactory arrangement each year now. Of course it would be much nicer for us all if they simply cut their margin to the bone in the first instance and offered a bargain premium price at the outset, but that is just unrealistic.
But - having part exchanged my bike recently - I phoned Cornmarket to advise them of the change. It was a straight upgrade of a brand new bike replacing a 30 month old version of the same model, the difference being the value of the bike. I was on way back from France about to enter the tunnel and was making the call in preparation of collecting the bike in the morning. I was quoted over 50% of the original annual premium to make this adjustment!
I was caught, as I did not have the time to phone around for alternatives and nor had I anticipated the need to, as Cornmarket had always been OK in previous dealings. So despite my protests in the strongest terms and asking to speak with a manager, I met a bit of a wall. I reluctantly paid up voicing my protest at the treatment as I literally disappeared into the tunnel homeward bound.
But, this isn't a key board rant about it, more about how I, as I do with all issues, decided to deal with it in an appropriate way. So when I had time I saw a feedback e-mail from the said insurance company, but instead of filling it in, I spent a few minutes getting through to the the customer services manager on the telephone.
In the words of Wapping - I got past the chimp - and spoke about my experience with a a customer service manager. He listened and then said he would get back to me. He did, with an interim update and then a day or so later with their response. He agreed that the mid term adjustment was incorrect, that the system was miscalculating and the underwriters had now acknowledged this, IT bods were looking at it to make the necessary adjustments to prevent this happening again. He explained the calculation and then refunded the erroneous amount and a bit of discount for the inconvenience. Whilst I was on I mentioned the general feedback on here, ie not being as positive as it once was and suggested he might like to have a look, as they are losing customers whose profile might be the sort they actually want to be insuring.
He was very concerned and interested and has said he will try and get external internet access from his work terminal to do so. I believe he will and I hope that it is useful for all parties. But in summary, I felt I had been treated as a customer in a fair way. Mistakes happen, but it is how they are dealt with and resolved that reflects on companies. A thumb up to Cornmarket from me.
I realise that the renewal premiums are generated by computers using complicated algorithmic calculations, but this is the modern world of cost saving, rather than an individual looking at each one, and you have to spend a few moments searching for the current competitive quote and then engage in conversation with a human being to come to a satisfactory arrangement each year now. Of course it would be much nicer for us all if they simply cut their margin to the bone in the first instance and offered a bargain premium price at the outset, but that is just unrealistic.
But - having part exchanged my bike recently - I phoned Cornmarket to advise them of the change. It was a straight upgrade of a brand new bike replacing a 30 month old version of the same model, the difference being the value of the bike. I was on way back from France about to enter the tunnel and was making the call in preparation of collecting the bike in the morning. I was quoted over 50% of the original annual premium to make this adjustment!
I was caught, as I did not have the time to phone around for alternatives and nor had I anticipated the need to, as Cornmarket had always been OK in previous dealings. So despite my protests in the strongest terms and asking to speak with a manager, I met a bit of a wall. I reluctantly paid up voicing my protest at the treatment as I literally disappeared into the tunnel homeward bound.
But, this isn't a key board rant about it, more about how I, as I do with all issues, decided to deal with it in an appropriate way. So when I had time I saw a feedback e-mail from the said insurance company, but instead of filling it in, I spent a few minutes getting through to the the customer services manager on the telephone.
In the words of Wapping - I got past the chimp - and spoke about my experience with a a customer service manager. He listened and then said he would get back to me. He did, with an interim update and then a day or so later with their response. He agreed that the mid term adjustment was incorrect, that the system was miscalculating and the underwriters had now acknowledged this, IT bods were looking at it to make the necessary adjustments to prevent this happening again. He explained the calculation and then refunded the erroneous amount and a bit of discount for the inconvenience. Whilst I was on I mentioned the general feedback on here, ie not being as positive as it once was and suggested he might like to have a look, as they are losing customers whose profile might be the sort they actually want to be insuring.
He was very concerned and interested and has said he will try and get external internet access from his work terminal to do so. I believe he will and I hope that it is useful for all parties. But in summary, I felt I had been treated as a customer in a fair way. Mistakes happen, but it is how they are dealt with and resolved that reflects on companies. A thumb up to Cornmarket from me.