Running away customer convinced to change destination back to King Price

I am definitely not someone to ever write reviews . I am however constantly reminded that one should not always complain on HelloPeter and sometimes just have to see the positive as well so here goes...

Today I was so upset by King Price when I reviewed my policy schedule and to my horror came to my attention that the policy said that all of a sudden I require an alarm for my house where by home content insured is no longer covered for theft. Surely this is the reason why one would take out home content insurance (rental property). Never was this change in policy requirement communicated to me by King Price nor did they identify the fact that all of the sudden I was paying for home content insurance and that I require an alarm and did not have one installed.

Speaking to a consultant Gareth I was blatantly told that he is not able to override the systems at King Price and the message pretty much was "Tough, you are not insured until YOU take action." This is for home content only insured at an amount of R104,000 and after I told the consultant that you cannot get more secured estate: 1. Secured Complex; 2. 2.2m perimeter wall 3. Electric Fencing 4. Electric Gates 5. Boom Gates 6. Access Controlled Entry 7. Armed Security Guards, 247 8. CCTV throughout the Estate 9. I live on the 2nd level with no neighboring property 10. My door is made of steel that has 7 mechanized lock.

It is virtually impossible to break in at my place - and if someone breaks into my place - I will personally reward them for the successful attempt.

Still, the consultant was useless. I do not appreciate being treated like a fool, nor do I like insurance companies that think they can just change their system requirements, not notify their customers and then find a reason not to pay out

Furiously today I went Outsurance and Santam do get new quotes for cover. Now longer did I want to be associated with King Price.

After getting new competitive quotations I decided to give King Price one last chance. I immediately asked to be put through to the retention department and was put through to Andre Potgieter. Wow, did this guy restored my faith in the company.

Not only did he assisted to decrease my monthly premium, he confirmed per recording that I in fact DO NOT require an alarm system and that he will personally ensure that my policy is correctly updated. I am very happy with the service that he provided me.

Tips for King Price: 1. Train consultants better on system changes; 2. Communicate system changes to your customers; 3. Have your consultants be more like Andre - a helper- and not a "No sorry - I cannot override the system"; 4. Once your consultants had a conversation with an unhappy customer - do not let them say well go get another quote first - remember one thing - it is cheaper to maintain an existing customer than getting a new customer. Gareth failed your system and representation of company, completely.

For consultant Gareth rating - 1/5 and Andre 5/5.

Remember CUSTOMER SERVICE AND RELATIONSHIP is key.

Thank you Andre Potgieter!

MJ