1 reviews | Active since Mar 2009
Delayed claim and poor communications
I am writing to express my extreme dissatisfaction with the handling of my claim, which was logged on September 4th. Despite numerous follow-up calls, I have been met with unprofessional behaviour from your call centre agents, including dropping of calls and a lack of callback commitments.
The agents have consistently assured me that my issue is being escalated to their team leads; however, I have yet to receive any concrete feedback or updates on the status of my claim. This delay has resulted in a hazardous situation, as the sewer pipe issue has led to a foul smell in my home, posing a health risk to my family. My children are now falling ill due to the prolonged exposure.
I need you to take immediate action same way you do not hesitate to debit my account and resolve my claim before the situation gets worse than what it is now. We can’t even use the toilet or take a proper shower due to this.
Thank you for bringing this matter to our attention. We sincerely regret the distress and inconvenience you've experienced, and we want to extend our deepest apologies for the delays and lack of communication regarding your claim.
We acknowledge the seriousness of the situation, especially the health risks posed to your family due to the unresolved sewer pipe issue. No one should have to endure such conditions, and we understand your frustration, particularly given the repeated follow-ups and lack of meaningful feedback.
Please be assured that your claim is now receiving immediate priority. We are escalating this directly to our claims operations manager for urgent intervention, and you will receive a detailed update today.
We will also review the conduct of our call centre agents to understand where the service gaps fell short of our service excellence promise.
Warm regards,
BetterSure
Thank you for bringing this matter to our attention. We sincerely regret the distress and inconvenience you've experienced, and we want to extend our deepest apologies for the delays and lack of communication regarding your claim.
We acknowledge the seriousness of the situation, especially the health risks posed to your family due to the unresolved sewer pipe issue. No one should have to endure such conditions, and we understand your frustration, particularly given the repeated follow-ups and lack of meaningful feedback.
Please be assured that your claim is now receiving immediate priority. We are escalating this directly to our claims operations manager for urgent intervention, and you will receive a detailed update today.
We will also review the conduct of our call centre agents to understand where the service gaps fell short of our service excellence promise.
Warm regards,
BetterSure