The Erosion of Loyalty

Before I penned this review I checked MiWay's TrustIndex (9.9 out of 10) and Ranking (now #1) as it appears on hellopeter.com. This cannot be true. Why? I have been a client since ca. inception - 11 years. Things have changed materially during the last 2 years; 1) agents are not adequately trained, 2) calls are not returned, 3) documents requested are not received, 4) specific s****sets (re claims) are lacking, 5) claims are handled unprofessionaly. The list goes on. The key - and this I hope management will put on their agenda - is that this review is not focused on isolated incidents. It is the SOTP (Sum of the Parts) that communicates one single message - the company is moving backwards. Below the surface things are going awry. The majority of agents maintain their friendliness (not all) but it means little. Talking is not a result. And then I received (which I (actually) did not)) my Sep 2019 policy renewal - a +17% increase. This is the thank you for 11 years of loyalty.