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Old 10-01-2005, 10:01   #1 (permalink)
Stephen Hull
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Insurance rant (OT)

Apologise for being off topic but I felt the need to vent my spiel!

<start rant>

Since the Cooperative Insurance or CIS closed down its offices and
stopped using insurance representatives to call at your home in order
to collect insurance premiums an alternative method of payment was
required to pay for (in my case) my car insurance.
Easily enough done you would think by setting up a Direct Debit with my
bank to pay CIS monthly instalment for my car insurance.
However this now has to be done by telephone or via the internet since
there is no office or representatives available anymore.

I decided to setup a Direct Debit to come out of my bank on the 3rd of
every month with CIS and October being the first payment, This was
emphasised during my telephone call to the call centre which I think is
in India.

My insurance was due for renewal on the 27th September but because I do
not get paid until the 30th of each month is was agreed that the direct
debit would start on the third. However in spite of three phone calls to
the call centre explaining my situation the setup was as follows;

1 27th September 2005
11 3rd October 2005

The first date as I was led to understand was the start date of the
insurance and the following date the first actual direct debit payment.

So why on the 27th September did CIS try to take the first instalment
out of my bank when there was insufficient funds which resulted in a
direct debit charge from my bank of 25 pounds?

When I called CIS to find out why they had tried to take out the first
payment on the 27th instead of the 3rd they said that it is what I
agreed on because I had signed the insurance document. After explaining
to them that the very first payment should have come out on the 3rd not
the 27th as was my instruction I asked them to refund me the 25 pound
charge because it was NOT my fault the first payment came out on the
27th, reiterating why would I do so when I get paid on the 30th of each
month not the 27th but CIS refused to refund my bank charge.

I therefore threatened to cancel my insurance with them and slate them on
the Internet if they refused to refund my 25 pounds bank charge.
They refused so I immediately cancelled my insurance the direct debits
and took my business elsewhere. The CIS were not interested in losing a
long term customer who had never made a claim in the ten years of being
with them.

Obviously I was not happy with the way CIS had conducted themselves
towards me, a so called valued customer.

Perhaps the Indians at the call center could not understand my English
and interpreted the wrong information regarding the date, I don't know,
but what I do know is the CIS have treated a long term customer badly
and their customer relations is not very good to say the least.

Seeing as I had to find an alternative method of paying because they
closed their offices and no longer had representatives available and it
is they who made a complete hash of setting up my direct debit
payments, the CIS can now consider themselves to be well and truly
SLATED! on the internet.

If you want to be treated as a nonentity then go ahead and sign up with
the CIS or Cooperative insurance company for your car insurance.
However if you want to be treated as a wanted valued customer then my
advise is take your custom somewhere else.

Now I am with the Norwich Union who use English call centres and I have
fully comprehensive car insurance as opposed to just Third Party Fire
and Theft offered from CIS and as an extra bonus 30 quid cheaper than
what CIS offered.

Just thought this might serve as a warning to would be insurance
customers looking for car insurance to be more aware than me with
regards to signing insurance documents.

</end of rant>


Steve.



--
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Old 10-01-2005, 11:03   #2 (permalink)
Derek
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Re: Insurance rant (OT)

CIS ? based on dealings in the dim and distant I would have described them
as a circus act - heavy on the clowns.Uncompetitive quotes and a cavalier
attitude to policies . My mother dealt with them for many years eventually
pulling the plug when she found her policy had been changed without
permission or notification giving her an excess and downgraded from fully
comp to TPF&T this without reduction in premium.
They also tried to (pressure) sell me an endowment mortgage swearing black
was white how much less it would cost than the repayment I had opted for
despite the fact that I had worked out the figures in advance and they had
not and were quoting castle in air "facts" I didn't even ask them to give me
a quote they made an appointment with my (ex ) Wife after my mother had
mentioned to their collector that I was buying a house.
All in all I think you may be better off elsewhere.
Derek


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Old 10-01-2005, 11:03   #3 (permalink)
Thingy_wotsit
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Re: Insurance rant (OT)

"Stephen Hull" <Steve@127.0.0.1> wrote in message
news:e8951ab34d.Steve@btinternet.com...

> Now I am with the Norwich Union who use English call centres and I have
> fully comprehensive car insurance as opposed to just Third Party Fire
> and Theft offered from CIS and as an extra bonus 30 quid cheaper than
> what CIS offered.
>


Stephen,

I'm with you on this one. I certainly think it's on topic as many Landy
owners will utilise CIS. I would support a scheme where companies have to
disclose if they make use of cheap foreign labour the likes of call centers.
I feel that we should have a choice to ensure our custom goes towards paying
the wages of folk in our own country first before making use of cheap labour
elsewhere. I'd not mind paying a little extra to know my neighbours and
countrymen were able to have some job security.I've also been very
frustrated by the lack of grasp of the english langauge by people in call
centres.Don't get me wrong I'm not on a racist mission, I would be equally
as happy knowing some of the members of our local ethnic minorities as well
as the rest of the community were able to earn a crust too rather than
sponge off the tax payers.

Lee D


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Old 10-01-2005, 12:02   #4 (permalink)
Dave Liquorice
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Re: Insurance rant (OT)

On Sat, 01 Oct 2005 17:37:37 +0100, Stephen Hull wrote:

> Now I am with the Norwich Union who use English call centres ...


Unless things have changed in the last 6 months they use a mixture of
local and foreign call centers.

In my experience if you get connected to an english call center you'll
be speaking to some one who understands the insurance, your particular
usage of English (accent or otherwise), your problem and how to get
the computer system to accept what is required. Get connected to a
foreign call center and you get someone who doesn't understand
insurance, has to be spoken to in very simple and plain english and
can only follow the computer script.

--
Cheers new5pam@howhill.com
Dave. pam is missing e-mail



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Old 10-01-2005, 14:01   #5 (permalink)
Tom Woods
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Re: Insurance rant (OT)

The co-op used to be good when you got a good local agent.
to buy car

You can't beat actually dealing with a human face to face rather than
over a phone and it made the hassle of getting cover notes at short
notice much easier!

I dont know how CIS insurance survive now. I dont know anybody who
uses the co-op now as everybody got pissed off with the crappy service
once they lost their local agent!

5 or 6 years ago nearly everybody i knew who insured a car round here
was with the co-op!
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Old 10-01-2005, 17:01   #6 (permalink)
Badger
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Re: Insurance rant (OT)


"Stephen Hull" <Steve@127.0.0.1> wrote in message
news:e8951ab34d.Steve@btinternet.com...

> Now I am with the Norwich Union who use English call centres and I have
> fully comprehensive car insurance as opposed to just Third Party Fire
> and Theft offered from CIS and as an extra bonus 30 quid cheaper than
> what CIS offered


But were Norwich Union not one of the first to opt for indian cal centres???
I'm sure there was a big fuss about it in all the major rags at the time,
and any time I call them it certainly isn't an "indigenous Britain" that
answers me, usually someone with only the absolute barest minimum of a
remote semi-understanding of the English language, that has never heard of
Morayshire and has no idea what a landrover is!
Badger.


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Old 10-02-2005, 03:01   #7 (permalink)
Dave Liquorice
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Re: Insurance rant (OT)

On Sat, 1 Oct 2005 23:19:51 +0000 (UTC), Badger wrote:

> But were Norwich Union not one of the first to opt for indian cal
> centres??? I'm sure there was a big fuss about it in all the major
> rags at the time,


You could be right. ISTR thinking, Oh no, I'll see how it goes but
vote with my feet otherwise.

> and any time I call them it certainly isn't an "indigenous Britain"
> that answers me, usually someone with only the absolute barest
> minimum of a remote semi-understanding of the English language, that
> has never heard of Morayshire and has no idea what a landrover is!


When the Mondeo hit a wall an rolled around 50% of the calls to NU
Dierct I made ended up in the UK. One to a very helpful and clued up
lady with a delightful Scottish accent. She even had a DDI number so
you could call back and reliably speak to the same person. Always
preferable than speaking to random call center operative who doesn't
know the background and can only go on the notes (if any, if accurate)
left on the computer system.

The calls that were answered by someone with an indian accent were
long and painful. I was only about 60% confident that what ever I said
had been understood and only 30% confident it would actually happen.

From general comments in here about insurance the NFU will be getting
asked when renewal time comes along.

--
Cheers new5pam@howhill.com
Dave. pam is missing e-mail



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Old 10-02-2005, 04:01   #8 (permalink)
hugh
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Posts: n/a
Re: Insurance rant (OT)

In message <nyyfbegfubjuvyypbz.inpet30.pminews@news.howhill.com>, Dave
Liquorice <new5pam@howhill.com> writes
>On Sat, 01 Oct 2005 17:37:37 +0100, Stephen Hull wrote:
>
>> Now I am with the Norwich Union who use English call centres ...

>
>Unless things have changed in the last 6 months they use a mixture of
>local and foreign call centers.
>
>In my experience if you get connected to an english call center you'll
>be speaking to some one who understands the insurance, your particular
>usage of English (accent or otherwise), your problem and how to get
>the computer system to accept what is required. Get connected to a
>foreign call center and you get someone who doesn't understand
>insurance, has to be spoken to in very simple and plain english and
>can only follow the computer script.
>

I had a similar experience with Nat West trying to explain that the
branch in Nantwich Road, Crewe wasn't the Nantwich branch and wasn't the
Crewe town square branch. All I wanted to know was whether it was open
on a Sat morning.
--
hugh
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Old 10-02-2005, 04:01   #9 (permalink)
hugh
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Posts: n/a
Re: Insurance rant (OT)

In message <dhn5in$plr$1@nwrdmz02.dmz.ncs.ea.ibs-infra.bt.com>, Badger
<brianhatton@btinternet.com> writes
>
> "Stephen Hull" <Steve@127.0.0.1> wrote in message
> news:e8951ab34d.Steve@btinternet.com...
>
>> Now I am with the Norwich Union who use English call centres and I have
>> fully comprehensive car insurance as opposed to just Third Party Fire
>> and Theft offered from CIS and as an extra bonus 30 quid cheaper than
>> what CIS offered

>
>But were Norwich Union not one of the first to opt for indian cal centres???
>I'm sure there was a big fuss about it in all the major rags at the time,
>and any time I call them it certainly isn't an "indigenous Britain" that
>answers me, usually someone with only the absolute barest minimum of a
>remote semi-understanding of the English language, that has never heard of
>Morayshire and has no idea what a landrover is!
>Badger.
>
>

Even worse, some of them use Scottish call centres. Totally
unintelligible.
--
hugh
Reply to address is valid at the time of posting
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Old 10-02-2005, 06:05   #10 (permalink)
Badger
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Posts: n/a
Re: Insurance rant (OT)


"hugh" <hugh@[127.0.0.1]> wrote in message
news:fof4B7BOu6PDFAfQ@raefell.demon.co.uk...
> In message <dhn5in$plr$1@nwrdmz02.dmz.ncs.ea.ibs-infra.bt.com>, Badger
> <brianhatton@btinternet.com> writes
>>
>> "Stephen Hull" <Steve@127.0.0.1> wrote in message
>> news:e8951ab34d.Steve@btinternet.com...
>>
>>> Now I am with the Norwich Union who use English call centres and I have
>>> fully comprehensive car insurance as opposed to just Third Party Fire
>>> and Theft offered from CIS and as an extra bonus 30 quid cheaper than
>>> what CIS offered

>>
>>But were Norwich Union not one of the first to opt for indian cal
>>centres???
>>I'm sure there was a big fuss about it in all the major rags at the time,
>>and any time I call them it certainly isn't an "indigenous Britain" that
>>answers me, usually someone with only the absolute barest minimum of a
>>remote semi-understanding of the English language, that has never heard of
>>Morayshire and has no idea what a landrover is!
>>Badger.
>>
>>

> Even worse, some of them use Scottish call centres. Totally
> unintelligible.


Ahmnoreallyawratsharewhitye'reblitherin'oanabootthereweeman...... bytheway!
Badger. ;-)


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