Poor Communication / Service
Called OUTSURANCE now to register a claim for my fridge. I used the App. On completion I get a call immediately from an Aleta, who starts to ask me the very same questions that I just filled in on the app. When I asked her why is it that these question are being repeated to me once again, I am cut short and asked if I would like to cancel the claim? Looks like clients must not ask questions especially if they have to repeat themselves. I am now waiting to speak to a Manager. God help I hope English is a first language.
Helpful (0)
Replies (3)0
Replies (3)'s updateReviewer Update
30 Mar 2023, 08:49Called them back now as nobody has called me yet. Spoke to an Iris and asked to speak to the floor manager. I get told it could take anything between 24 and 48 hours. In the meantime I get to deal with a dead fridge and its contents all by myself. All of this for asking why are questions being repeated from the app. The only time you get to really understand how efficient an insurer is is when you put in a claim. Call made at 8:35am.n It looks like my claim got put on hold because I asked a basic question like why is information being repeated ?
's update30 Mar 2023, 08:49
Reviewer Update
Called them back now as nobody has called me yet. Spoke to an Iris and asked to speak to the floor manager. I get told it could take anything between 24 and 48 hours. In the meantime I get to deal with a dead fridge and its contents all by myself. All of this for asking why are questions being repeated from the app. The only time you get to really understand how efficient an insurer is is when you put in a claim. Call made at 8:35am.n It looks like my claim got put on hold because I asked a basic question like why is information being repeated ?
's updateReviewer Update
30 Mar 2023, 09:05A " Denise " called me back now, identifies herself as an advisor, when I asked her if she has been told why she was requested, the answer was no. , when I asked her wait as I needed to record this call she dropped the call. And hasn't called me back.
's update30 Mar 2023, 09:05
Reviewer Update
A " Denise " called me back now, identifies herself as an advisor, when I asked her if she has been told why she was requested, the answer was no. , when I asked her wait as I needed to record this call she dropped the call. And hasn't called me back.
OUTsurance's replyOfficial
31 Mar 2023, 12:52Hello Sanjeev
Your service experience was so poor, which we sincerely apologise for!
Our claims manager has since been in contact with you and apologised for the service concerns identified. Our claims advisor, Iris has now registered the claim and the appointment with our service provider was made to do the assessment for you today.
Iris will provide you with a further update as soon as possible.
Thank you for accepting our apologies.
Regards
The OUTsurance Team
Your service experience was so poor, which we sincerely apologise for!
Our claims manager has since been in contact with you and apologised for the service concerns identified. Our claims advisor, Iris has now registered the claim and the appointment with our service provider was made to do the assessment for you today.
Iris will provide you with a further update as soon as possible.
Thank you for accepting our apologies.
Regards
The OUTsurance Team
OUTsurance's reply31 Mar 2023, 12:52
Official
Hello Sanjeev
Your service experience was so poor, which we sincerely apologise for!
Our claims manager has since been in contact with you and apologised for the service concerns identified. Our claims advisor, Iris has now registered the claim and the appointment with our service provider was made to do the assessment for you today.
Iris will provide you with a further update as soon as possible.
Thank you for accepting our apologies.
Regards
The OUTsurance Team
Your service experience was so poor, which we sincerely apologise for!
Our claims manager has since been in contact with you and apologised for the service concerns identified. Our claims advisor, Iris has now registered the claim and the appointment with our service provider was made to do the assessment for you today.
Iris will provide you with a further update as soon as possible.
Thank you for accepting our apologies.
Regards
The OUTsurance Team