LE
Louis E
1 reviews | Active since Mar 2020
31 Mar 2021, 16:05
King Price - fast on debit order, low on service
Kingprice promised to sort out my access to my policies a week ago. I still cannot access them via my portal or the app. In the meanwhile we've had an accident and I cannot lodge a claim and also could not yet load the photos they requested. They better not have issues with paying out the claim! They certainly did not have issues with debiting my account immediately after signing with them... It is alo not easy to lodge a claim, as no-one picks up the phone, or if they do after 24 minutes of elevator music, they cannot help and need to get someone else to call me back. Still waiting for the call back...
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Replies (4)
King Price Insurance's replyOfficial
31 Mar 2021, 17:10Although we never really enjoy hearing that our clients have been frustrated or disappointed by us, we do appreciate you bringing situations like this to our attention, so that we can immediately improve the service we provide.
We’ll give you a call soon to get a little more information, if that’s okay, so that we can sort this out.
Please accept our sincere apologies in the meantime.
Royal regards,
The king and his court
King Price Insurance's reply31 Mar 2021, 17:10
Official
Although we never really enjoy hearing that our clients have been frustrated or disappointed by us, we do appreciate you bringing situations like this to our attention, so that we can immediately improve the service we provide.
We’ll give you a call soon to get a little more information, if that’s okay, so that we can sort this out.
Please accept our sincere apologies in the meantime.
Royal regards,
The king and his court
LE
Louis E's updateReviewer Update
31 Mar 2021, 18:47Dear King Price
Thanks for responding.
I have now had 2 phone calls (one after the other) from your retentions department, I assume based on this complaint. I unfortunately missed them as I were busy with class when they called.
I am still however waiting for a call from your IT department to sort out the issue with me not being able to access my policies (since the 25th of March). I have requested callbacks since 15:00 this afternoon, yet no-one from your operations have contacted me yet.
Why do we have to complain about service to get anyone to call back?
When I however request a call-back from King Price to get a new policy, it takes only about 5 minutes from requesting it, up to someone calling me.
This can in no way be good service - it only shows that your priorities are in the wrong place.
Thanks for responding.
I have now had 2 phone calls (one after the other) from your retentions department, I assume based on this complaint. I unfortunately missed them as I were busy with class when they called.
I am still however waiting for a call from your IT department to sort out the issue with me not being able to access my policies (since the 25th of March). I have requested callbacks since 15:00 this afternoon, yet no-one from your operations have contacted me yet.
Why do we have to complain about service to get anyone to call back?
When I however request a call-back from King Price to get a new policy, it takes only about 5 minutes from requesting it, up to someone calling me.
This can in no way be good service - it only shows that your priorities are in the wrong place.
LE
Louis E's update31 Mar 2021, 18:47
Reviewer Update
Dear King Price
Thanks for responding.
I have now had 2 phone calls (one after the other) from your retentions department, I assume based on this complaint. I unfortunately missed them as I were busy with class when they called.
I am still however waiting for a call from your IT department to sort out the issue with me not being able to access my policies (since the 25th of March). I have requested callbacks since 15:00 this afternoon, yet no-one from your operations have contacted me yet.
Why do we have to complain about service to get anyone to call back?
When I however request a call-back from King Price to get a new policy, it takes only about 5 minutes from requesting it, up to someone calling me.
This can in no way be good service - it only shows that your priorities are in the wrong place.
Thanks for responding.
I have now had 2 phone calls (one after the other) from your retentions department, I assume based on this complaint. I unfortunately missed them as I were busy with class when they called.
I am still however waiting for a call from your IT department to sort out the issue with me not being able to access my policies (since the 25th of March). I have requested callbacks since 15:00 this afternoon, yet no-one from your operations have contacted me yet.
Why do we have to complain about service to get anyone to call back?
When I however request a call-back from King Price to get a new policy, it takes only about 5 minutes from requesting it, up to someone calling me.
This can in no way be good service - it only shows that your priorities are in the wrong place.
LE
Louis E's updateReviewer Update
31 Mar 2021, 18:51I eventually managed to get through to a claims consultant, after a long hold, to establish the claim. That was painless, once I got hold of a real person. Thanks for that. i am still however not able to access my policies....
LE
Louis E's update31 Mar 2021, 18:51
Reviewer Update
I eventually managed to get through to a claims consultant, after a long hold, to establish the claim. That was painless, once I got hold of a real person. Thanks for that. i am still however not able to access my policies....
LE
Louis E's updateReviewer Update
01 Apr 2021, 16:51Thanks, eventually your IT department decided to actually sort themselves out and I can access my policies.
Why it was necessary to go via Hellopeter to get a response and resolution in 24 hours, rather than not sorting it out via the normal channels in 7 days prior to me getting fed up, I am not sure.
To stay the King, you will need to sort out your internal priorities. It is always much cheaper and easier to keep existing clients, rather than trying to keep up the numbers by only focusing on new sales....
Why it was necessary to go via Hellopeter to get a response and resolution in 24 hours, rather than not sorting it out via the normal channels in 7 days prior to me getting fed up, I am not sure.
To stay the King, you will need to sort out your internal priorities. It is always much cheaper and easier to keep existing clients, rather than trying to keep up the numbers by only focusing on new sales....
LE
Louis E's update01 Apr 2021, 16:51
Reviewer Update
Thanks, eventually your IT department decided to actually sort themselves out and I can access my policies.
Why it was necessary to go via Hellopeter to get a response and resolution in 24 hours, rather than not sorting it out via the normal channels in 7 days prior to me getting fed up, I am not sure.
To stay the King, you will need to sort out your internal priorities. It is always much cheaper and easier to keep existing clients, rather than trying to keep up the numbers by only focusing on new sales....
Why it was necessary to go via Hellopeter to get a response and resolution in 24 hours, rather than not sorting it out via the normal channels in 7 days prior to me getting fed up, I am not sure.
To stay the King, you will need to sort out your internal priorities. It is always much cheaper and easier to keep existing clients, rather than trying to keep up the numbers by only focusing on new sales....