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Yvonne T

1 reviews | Active since Jun 2018

28 Jun 2018, 10:50

Recorded contractual agreements

On 2 separate occasions when opening insurance policies with Outsurance via their call centre, commitments have been made by the operator and then changed on the agreements emailed to me for confirmation. On requesting copies of the telephone conversations so that I can take it further, the supervisors at Outsurance have given me the run around and say that they will send the recordings but never do. I would just like to make people aware that it might be an idea to always do your own recording of contractual conversations so that you have your own copy for any recourse you might have.

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Replies (5)
YT
Yvonne T's update29 Jun 2018, 15:37
Reviewer Update
Many thanks for the prompt response. Telephone... Nope, not again. I have however sent an email to Cole Mc Pherson with details of the reasons for my post. Many thanks Yvonne
OUTsurance
OUTsurance's reply04 Jul 2018, 14:23
Official

Good day,

We will not tolerate bad service delivery.

Cole our client services manager has been in contact with you to assist with the changes. The call recording you have requested has been sent to you.

We do apologise for the inconvenience caused.

Thank you,

Kelvin

YT
Yvonne T's update31 Jul 2018, 09:21
Reviewer Update
As at 31st July 2018...This matter has still not been resolved. I received a mail from Mr Cole on the 2nd July to say "I will request call recording in October 2017 for policy number ___: as well and you will receive it in 3-5 working days." When I had not received them by the 17th I rep**** "Many thanks for your response but it is now the 17th July and I still have not received the recordings as mentioned in your mail below." He rep**** "I’m terribly sorry about this. I will find out what is the hold up immediately. " To date I have had no further response to my query My warning to the public stays: BE VERY WARY OF TELEPHONIC CONTRACTS. "I would just like to make people aware that it might be an idea to always do your own recording of contractual conversations so that you have your own copy for any recourse you might have."
YT
Yvonne T's update16 Aug 2018, 09:02
Reviewer Update
As at 16th Aug 2018 I have received 3 copies of recordings of my conversations regarding my Outsurance policy. One on the 2nd August and after again sending another email to request ALL of the recordings, I received another 2 on the 14th August. I have again had to send a request to Cole for ALL of the recordings. Is this the stall on supplying clients with the information that they have every legal right to ask for? I must admit that this is becoming so tedious in following up, and very time consuming that one feels like just rolling over and giving up. Can it be that this is what is expected?
OUTsurance
OUTsurance's reply16 Aug 2018, 11:13
Official

Good day Thomymt,

The manner in which this matter has been handled is totally unacceptable. We will contact you to get this resolved.

So sorry for the bad service experience.

Thank you