Irritating and Harassing Calls

Dear OUTsurance

It is with great regret that I write this complaint to you, but I can not handle this situation anymore.

I used to be a client of OUTsurance but due to the fact that I was offered a better deal on car insurance I moved to another company. I have been with my new Insurer for over a year now and I have no complaints with the level of service I receive from them. For the last couple of weeks I have been receiving calls from YOUR call centres wanting to offer me a new quote on car insurance. On a daily basis I receive in excess of 10 calls from your call centres and I do request the following from the Management of OUTsurance call centres.

1. If I do not answer it usually means that I am either not interested or I am busy. DO NOT CALL BACK WITHIN 5sec AFTER THE CALL. 2. If I do answer and tell your lovely call centre agents that I am not interested in receiving a quote, DO NOT CONTINUE TO PHONE ME, I HAVE NOT CHANGED MY MIND SINCE THE LAST CALL WE HAD A COUPLE OF WEEKS, DAYS or EVEN HOURS AGO. 3. Based on the amount of calls I received from OUTsurance - 37 calls since 16 March 2020 - it seems you are very interested in giving me a quote on my car insurance to try and attempt to please me more than my current insurer, please refrain from doing this, when I used to be at OUTsurance I paid more than what I pay now and I had less benefits and less cash back. When I cancelled my insurance policy with OUTsurance I gave you a fair chance to rectify the mistake you made by overcharging or cheating me for the period of my policy by charging me more than what I was supposed to pay, yet you still could not beat the offer I was made by current Insurer. Now more than a year later you want to attempt to satisfy me again by giving me some excellent offers, why should I give you another chance to do so? You took more money from me than what was actually needed for the whole period of my policy with you, so essentially you stole my money and never gave me a no claims bonus though I never claimed, yet you are pushing so much that this is actually bordering harassment just to offer me a quote even after I told your call centres to please remove my number from the call list, why should I give another chance to you? Just to allow you the opportunity to overcharge me again and give me less benefits than what I am receiving now.

So what I need you to learn from this email is the following: 1. Accept NO when it is NOW. 2.Do not overcharge customers and expect them to come back and give you another chance. 3.There is a MASSIVE difference between excellent telesales and harrassing telesales. You are on the border! Step away from the border! 4. Offer your customers MORE benefits and you will not lose customers, even if you charge a premium price.

Customer service excellence is not irritating and harassing the customer, but rather supporting and easing life for the customer.

Keep these in mind and perhaps I will consider you again in the future, but on my terms.

For now, please refrain from phoning me as a harassment case might be on my border line as you are clearly bordering my patience line by harassing me with endless phone calls, if you really need to talk to me, contact me by email.

Thank you Regards