1 reviews | Active since Aug 2017
Continued Poor Customer Service and no Response
Ive been a customer of Echelon Private Insurance for several years and struggled from Day 1 to get any responsiveness. Since I need to work through my ABSA broker the whole communication chain has been a pain. After literally years of unanswered emails, continued follow ups to even get simple things done (ie it took more than a week to get proof of insurance for my new vehicle) I have now given up. I have sent 4 emails requesting confirmation of cancellation (both myself and the my broker have been trying to contact ********** but no response is ever provided). I just want to get away from this terrible insurance and want to terminate my insurance effectice from 1st Nov but even that seems to be impossible to do via Echeleon. Avoid at all costs.
Thank you for your complaint. We will look into this matter urgently and get all of the relevant details in order to respond to you.
Take care,
Echelon Private Client Insurance
Thank you for your complaint. We will look into this matter urgently and get all of the relevant details in order to respond to you.
Take care,
Echelon Private Client Insurance
Dear Mr Schefter,
We have looked into the service delivery failure you mentioned in your complaint.
We are an inter-mediated business and are not mandated to communicate with clients directly. We have investigated our timelines in respect of your various requests during the lifetime of your policy, and are unable to pinpoint a delay in our service levels.
With regard to your cancellation request, we liaised with your broker (19/9) on receipt of your request (18/9), to ask if you were willing to review your decision to cancel with us. Since we value your loyalty and support, we discussed our willingness to review the terms of your cover and provided a revised schedule for onward transmission and discussion with you (20/9). We received no further correspondence or response, and apologise for not following up to confirm whether you had accepted our terms. When we received a follow up on the cancellation on 27/9, we contacted your broker to clarify our previous discussion and were advised that you were not willing to reconsider your cancellation. We processed the cancellation as soon as we received confirmation (27/9).
We apologise for any inconvenience caused in this regard, and would like to thank you for your loyalty and support since 2013.
Kind Regards,
Echelon Private Client Insurance
Dear Mr Schefter,
We have looked into the service delivery failure you mentioned in your complaint.
We are an inter-mediated business and are not mandated to communicate with clients directly. We have investigated our timelines in respect of your various requests during the lifetime of your policy, and are unable to pinpoint a delay in our service levels.
With regard to your cancellation request, we liaised with your broker (19/9) on receipt of your request (18/9), to ask if you were willing to review your decision to cancel with us. Since we value your loyalty and support, we discussed our willingness to review the terms of your cover and provided a revised schedule for onward transmission and discussion with you (20/9). We received no further correspondence or response, and apologise for not following up to confirm whether you had accepted our terms. When we received a follow up on the cancellation on 27/9, we contacted your broker to clarify our previous discussion and were advised that you were not willing to reconsider your cancellation. We processed the cancellation as soon as we received confirmation (27/9).
We apologise for any inconvenience caused in this regard, and would like to thank you for your loyalty and support since 2013.
Kind Regards,
Echelon Private Client Insurance