Policy information updated incorrectly

Item: Budget Insurance
Rating: 1
Author: John M

Yesterday I requested a call centre consultant to update my vehicle insurance, I requested her to update the regular driver (my brother is the regular driver now), risk address (where vehicle is parked at night and during the day). Somehow the consultant updated my details with details of the new regular driver I gave her. Another consultant tried to assist me today, I gave him my ID number so he can search for my policy, he told me he can't find any policy linked to my ID number. Technically the policy that I pay for every month is not mine at this moment. How can someone make such mistake?

Helpful (0)

Replies (5)

Budget Insurance's replyOfficial

06 Oct 2017, 15:53

We acknowledge receipt of your complaint.

One of our Customer Relation Specialists attempted to contact you on the number provided, without success and a message was left on your voice mail.

Please accept a call from our policy services department who will contact you to make the necessary changes effective and we apologise for the inconvenience this has caused.

Kind Regards,

The Budget Insurance Team.

Budget Insurance's reply06 Oct 2017, 15:53

Official

We acknowledge receipt of your complaint.

One of our Customer Relation Specialists attempted to contact you on the number provided, without success and a message was left on your voice mail.

Please accept a call from our policy services department who will contact you to make the necessary changes effective and we apologise for the inconvenience this has caused.

Kind Regards,

The Budget Insurance Team.

John M's updateReviewer Update

06 Oct 2017, 16:11

I have wasted 15 minutes on the phone talking to your consultant, I should be doing work in that 15 minutes. Apology not accepted, and such mistakes from your *********** consultants are not acceptable.

John M's update06 Oct 2017, 16:11

Reviewer Update

Budget Insurance's replyOfficial

09 Oct 2017, 10:24

Update:

As discussed with our Customer Relation Specialist, we apologise yet again for the inconvenience caused, the service failures was addressed on an internal basis, and we confirm that the policy information has been amended accordingly.

We have emailed you the policy schedule, which you should receive soon.

Kind Regards,

The Budget Insurance Team.

Budget Insurance's reply09 Oct 2017, 10:24

Official

Update:

We have emailed you the policy schedule, which you should receive soon.

Kind Regards,

The Budget Insurance Team.

John M's updateReviewer Update

12 Oct 2017, 08:29

Some information on the policy is still incorrect. The account details were updates incorrectly, the rest of the information is my brother's details except for the account number which is mine. Can you correct that? My brother (the regular driver) is listed as a member of my household, he doesn't stay with me. Can you fix that too?

John M's update12 Oct 2017, 08:29

Reviewer Update

Budget Insurance's replyOfficial

12 Oct 2017, 08:59

We have arranged contact with you so that we can clarify your concerns.

Kind Regards,
The Budget Insurance Team.

Budget Insurance's reply12 Oct 2017, 08:59

Official

We have arranged contact with you so that we can clarify your concerns.

Kind Regards,
The Budget Insurance Team.