CB
Cherith B
1 reviews | Active since Jan 2013
10 Jun 2020, 16:01
Rude and unhelpful
Husband phoned to get a quote for business insurance. Toll free number. Was put onto a supervisor. During the discussion about a potential claim a heated argument developed. As to whether his unhappiness with his current insurer was justified or not. He kept cutting across my argument and was extremely rude. Husband hung up.
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Cherith B's updateReviewer Update
10 Jun 2020, 18:59I received an automatic survey from Outsurance which mentioned KELSEY CROFT . She was helpful and polite. When she felt out of her depth with the questions asked she handed my husband onto her superior - a man, who’s name he can’t remember. It was him who was combatative and rude.
CB
Cherith B's update10 Jun 2020, 18:59
Reviewer Update
I received an automatic survey from Outsurance which mentioned KELSEY CROFT . She was helpful and polite. When she felt out of her depth with the questions asked she handed my husband onto her superior - a man, who’s name he can’t remember. It was him who was combatative and rude.
OUTsurance's replyOfficial
11 Jun 2020, 16:53Hi Cherith.
Following your recent interaction with us, we acknowledged your complaint and escalated your concerns to our Sales Manager for assistance.
He listened to the calls to establish what happened between your husband and our advisor. Our Sales Manager called you to ackowledge your concerns and tell you his findings from the call recordings. He explained that our advisor Kelsey had to escalate the call to her Team Manager. Macdonald the Team Manager came onto the call to assist and apologised for interjecting while your husband was talking.
We sincerely apologise if our Team Manager came across as rude and combative. It was not his intention to make you uneasy or cause any discomfort. We have spoken to him regarding his tone when trying to explain our cover processes when it comes to claims.
We apologise for the experience and any inconvenience as a result.
Regards
OUTsurance
Following your recent interaction with us, we acknowledged your complaint and escalated your concerns to our Sales Manager for assistance.
He listened to the calls to establish what happened between your husband and our advisor. Our Sales Manager called you to ackowledge your concerns and tell you his findings from the call recordings. He explained that our advisor Kelsey had to escalate the call to her Team Manager. Macdonald the Team Manager came onto the call to assist and apologised for interjecting while your husband was talking.
We sincerely apologise if our Team Manager came across as rude and combative. It was not his intention to make you uneasy or cause any discomfort. We have spoken to him regarding his tone when trying to explain our cover processes when it comes to claims.
We apologise for the experience and any inconvenience as a result.
Regards
OUTsurance
OUTsurance's reply11 Jun 2020, 16:53
Official
Hi Cherith.
Following your recent interaction with us, we acknowledged your complaint and escalated your concerns to our Sales Manager for assistance.
He listened to the calls to establish what happened between your husband and our advisor. Our Sales Manager called you to ackowledge your concerns and tell you his findings from the call recordings. He explained that our advisor Kelsey had to escalate the call to her Team Manager. Macdonald the Team Manager came onto the call to assist and apologised for interjecting while your husband was talking.
We sincerely apologise if our Team Manager came across as rude and combative. It was not his intention to make you uneasy or cause any discomfort. We have spoken to him regarding his tone when trying to explain our cover processes when it comes to claims.
We apologise for the experience and any inconvenience as a result.
Regards
OUTsurance
Following your recent interaction with us, we acknowledged your complaint and escalated your concerns to our Sales Manager for assistance.
He listened to the calls to establish what happened between your husband and our advisor. Our Sales Manager called you to ackowledge your concerns and tell you his findings from the call recordings. He explained that our advisor Kelsey had to escalate the call to her Team Manager. Macdonald the Team Manager came onto the call to assist and apologised for interjecting while your husband was talking.
We sincerely apologise if our Team Manager came across as rude and combative. It was not his intention to make you uneasy or cause any discomfort. We have spoken to him regarding his tone when trying to explain our cover processes when it comes to claims.
We apologise for the experience and any inconvenience as a result.
Regards
OUTsurance