DS
Dave S
1 reviews | Active since Oct 2014
21 Jun 2019, 13:09
Not What They Used To Be
I have been with them for decades, paying a premium rate for a premium service. Nearly zero claims for this period. I needed to replace a cracked windscreen and got the go ahead from AF, only to have my glass fitment guy contact me to say they had not been paid as "they were not on the list of approved suppliers". Multiple calls and contacts over the past few days initiated only by me have elicited no response from them.
Shocking service and not what I have come to expect. But then they are being sold, so maybe they just don't care anymore. BTW their switchboard is also past its sell by date. Over 15 minutes on hold TWICE.
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Dave S's updateReviewer Update
21 Jun 2019, 13:15I now see their ********** ratings. Clearly they don't care, or this would have been attended to. Their trust rating is abysmal for a financial services provider!
DS
Dave S's update21 Jun 2019, 13:15
Reviewer Update
I now see their ********** ratings. Clearly they don't care, or this would have been attended to. Their trust rating is abysmal for a financial services provider!
DS
Dave S's updateReviewer Update
25 Jun 2019, 14:15The "client liaison officer" sent me an email yesterday afternoon as follows:
Dear Valued Client,
Dear Valued Client,
At Alexander Forbes, our clients are important to us and I am sorry to learn that you’re dissatisfied with our services.Thank you for taking time to bring this to my attention.
I will be dealing with your complaint and aim to resolve it within four (4) working days. If your complaint is complex and takes longer to resolve, I’ll inform you and give you regular progress updates.
To assist further, please provide us with ID number/Policy number.
Please read our complaints procedure, as it explains how we will deal with your complaint and what you can do if you are unhappy with the outcome or the way it is handled.
Should you require further information or assistance, please don't hesitate to contact us.
Regards
Andrew Moalahi l Client Liaison Officer l Complaints l INSURANCE
This email is either an automated response, or close to that. None of the issues addressed and a further 4 days before I get a response! Since I posted the review I made a further three phone calls and left a detailed message. I finally got a response from my account agent saying that they have now paid. Also note that I used the complaints process on the website on Friday, with no call or response. I see it as significant that Mr Moalahi has chosen not to reply on Hello Peter.
All of the necessary information is already with AF. Again, they have lost the plot. Abysmal!
This email is either an automated response, or close to that. None of the issues addressed and a further 4 days before I get a response! Since I posted the review I made a further three phone calls and left a detailed message. I finally got a response from my account agent saying that they have now paid. Also note that I used the complaints process on the website on Friday, with no call or response. I see it as significant that Mr Moalahi has chosen not to reply on Hello Peter.
All of the necessary information is already with AF. Again, they have lost the plot. Abysmal!
DS
Dave S's update25 Jun 2019, 14:15
Reviewer Update
The "client liaison officer" sent me an email yesterday afternoon as follows:
Dear Valued Client,
Dear Valued Client,
At Alexander Forbes, our clients are important to us and I am sorry to learn that you’re dissatisfied with our services.Thank you for taking time to bring this to my attention.
I will be dealing with your complaint and aim to resolve it within four (4) working days. If your complaint is complex and takes longer to resolve, I’ll inform you and give you regular progress updates.
To assist further, please provide us with ID number/Policy number.
Please read our complaints procedure, as it explains how we will deal with your complaint and what you can do if you are unhappy with the outcome or the way it is handled.
Should you require further information or assistance, please don't hesitate to contact us.
Regards
Andrew Moalahi l Client Liaison Officer l Complaints l INSURANCE
This email is either an automated response, or close to that. None of the issues addressed and a further 4 days before I get a response! Since I posted the review I made a further three phone calls and left a detailed message. I finally got a response from my account agent saying that they have now paid. Also note that I used the complaints process on the website on Friday, with no call or response. I see it as significant that Mr Moalahi has chosen not to reply on Hello Peter.
All of the necessary information is already with AF. Again, they have lost the plot. Abysmal!
This email is either an automated response, or close to that. None of the issues addressed and a further 4 days before I get a response! Since I posted the review I made a further three phone calls and left a detailed message. I finally got a response from my account agent saying that they have now paid. Also note that I used the complaints process on the website on Friday, with no call or response. I see it as significant that Mr Moalahi has chosen not to reply on Hello Peter.
All of the necessary information is already with AF. Again, they have lost the plot. Abysmal!