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Sonja S
1 reviews | Active since Mar 2009
05 Oct 2021, 11:56
What's happening witht the customer service???
In the 15years we have been with Mutual and Federal (then) Old mutual insure (now) I have never received such terrible customer service as of late. Phone - Nobody picks up your call only answering service to inform you they are busy and to email. (in the odd chance you do get through your call gets dropped halfway through your conversation). Email - Now this is a different problem all together. One would think that reading something would make it so much better than listening to someone Wrong!! I have a whole trail of emails to and from ominsure informing them of the constant faults in my policy schedule, when they change one then all the other still faulty.
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Replies (2)
Old Mutual Insure's replyOfficial
05 Oct 2021, 12:17Dear Sonja
Complaint about service
We regret to hear that our service has disappointed you and understand your frustration. Thank you for taking time to share your concerns with us as this will help us to continue to improve our service to our customers.
We are investigating the matter and may contact you for more details so that we can finalise it as soon as possible.
We look forward to resolving this matter in a manner that you will find satisfactory.
Yours sincerely
Consultant: Complaints Claims | People & Brand
Old Mutual Insure's reply05 Oct 2021, 12:17
Official
Dear Sonja
Complaint about service
We regret to hear that our service has disappointed you and understand your frustration. Thank you for taking time to share your concerns with us as this will help us to continue to improve our service to our customers.
We are investigating the matter and may contact you for more details so that we can finalise it as soon as possible.
We look forward to resolving this matter in a manner that you will find satisfactory.
Yours sincerely
Consultant: Complaints Claims | People & Brand
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Sonja S's updateReviewer Update
07 Oct 2021, 17:04Some Feedback on my complaint.
So after my comment placed here I was bombarded with phone calls and emails, isn't it sad that one always have to resort to these types of platforms to get customer service one is actually suppose to receive? Anyway, so here I am informed (from Angeline) that our vehicles who are registered under a business name and use for business purposes (not transporting goods but normal everyday use going into the office and back home or meeting prospective clients) will have to be moved to business insurance. This after being a client since Mutual and Federal days and 15+ years and doing it like this for years. So I phoned for a quotation and spoke to Loyd asking him if he can please work out a quote for me if we should move all the vehicles to business insurance policy. Loyd's response Oh sorry we cannot assist because we cannot place ONLY vehicles on a business policy. Needless to say I received a letter from you today informing me that you intend to cancel our vehicles that is being used for business within 30 days from the policy. In that case I will have no choice as to cancel ALL 6 vehicles on the policy because its always a schlep having a few vehicles at one insurer and a few at another. You guys sure have more money than you know what to do with if you show away "just" vehicles to the amount of R7200 pm premium?
So after my comment placed here I was bombarded with phone calls and emails, isn't it sad that one always have to resort to these types of platforms to get customer service one is actually suppose to receive? Anyway, so here I am informed (from Angeline) that our vehicles who are registered under a business name and use for business purposes (not transporting goods but normal everyday use going into the office and back home or meeting prospective clients) will have to be moved to business insurance. This after being a client since Mutual and Federal days and 15+ years and doing it like this for years. So I phoned for a quotation and spoke to Loyd asking him if he can please work out a quote for me if we should move all the vehicles to business insurance policy. Loyd's response Oh sorry we cannot assist because we cannot place ONLY vehicles on a business policy. Needless to say I received a letter from you today informing me that you intend to cancel our vehicles that is being used for business within 30 days from the policy. In that case I will have no choice as to cancel ALL 6 vehicles on the policy because its always a schlep having a few vehicles at one insurer and a few at another. You guys sure have more money than you know what to do with if you show away "just" vehicles to the amount of R7200 pm premium?
SS
Sonja S's update07 Oct 2021, 17:04
Reviewer Update
Some Feedback on my complaint.
So after my comment placed here I was bombarded with phone calls and emails, isn't it sad that one always have to resort to these types of platforms to get customer service one is actually suppose to receive? Anyway, so here I am informed (from Angeline) that our vehicles who are registered under a business name and use for business purposes (not transporting goods but normal everyday use going into the office and back home or meeting prospective clients) will have to be moved to business insurance. This after being a client since Mutual and Federal days and 15+ years and doing it like this for years. So I phoned for a quotation and spoke to Loyd asking him if he can please work out a quote for me if we should move all the vehicles to business insurance policy. Loyd's response Oh sorry we cannot assist because we cannot place ONLY vehicles on a business policy. Needless to say I received a letter from you today informing me that you intend to cancel our vehicles that is being used for business within 30 days from the policy. In that case I will have no choice as to cancel ALL 6 vehicles on the policy because its always a schlep having a few vehicles at one insurer and a few at another. You guys sure have more money than you know what to do with if you show away "just" vehicles to the amount of R7200 pm premium?
So after my comment placed here I was bombarded with phone calls and emails, isn't it sad that one always have to resort to these types of platforms to get customer service one is actually suppose to receive? Anyway, so here I am informed (from Angeline) that our vehicles who are registered under a business name and use for business purposes (not transporting goods but normal everyday use going into the office and back home or meeting prospective clients) will have to be moved to business insurance. This after being a client since Mutual and Federal days and 15+ years and doing it like this for years. So I phoned for a quotation and spoke to Loyd asking him if he can please work out a quote for me if we should move all the vehicles to business insurance policy. Loyd's response Oh sorry we cannot assist because we cannot place ONLY vehicles on a business policy. Needless to say I received a letter from you today informing me that you intend to cancel our vehicles that is being used for business within 30 days from the policy. In that case I will have no choice as to cancel ALL 6 vehicles on the policy because its always a schlep having a few vehicles at one insurer and a few at another. You guys sure have more money than you know what to do with if you show away "just" vehicles to the amount of R7200 pm premium?