Very disappointing retention call

I phoned Discovery (long term client), to try and see if I could get a better premium as I am paying far too much for a 2017 car. I was really not happy with the service I received. Not once did I feel like I as the customer was being heard or understood. When I mentioned the quote I received from another insurer it felt a bit like Discovery were attempting to talk negatively about that insurer rather than trying to understand my needs and my concerns. This is very unlike Discovery from a service perspective. I felt pressured and definitely did not feel like I was valued.

Here are some things I would have liked to have heard if Discovery really wanted to retain me: - we see you have been with us for *** years and really appreciate your loyalty and support - what's important to you right now in an insurance policy? - Let's see how we can try and reduce the premium for you and make the policy more aligned with what you are able to afford. - I completely understand that the policy may feel a bit too high at the moment. Let's see what we can do to help you.

Don't try and find ways to badmouth other insurers. Focus on your client, their needs, and their goals.

Very disappointed indeed! Discovery are known for service, and this was definitely not a good example of that.