Stop acting in silo, take your clients a lot more serious when service is requested (service that is fully paid for in advance)

You can do better than this.

I’ve assisted my mom with the insurer of choice to take up a comprehensive insurance cover as a pensioner and she gave consent/ power of attorney that I can always act on her behalf. I need to explain myself in this regard all the time and request that she gets added to the call for her to authorise each transaction. Usually this causes a delay and I’m getting used to it.

On Sunday, her vehicle was towed because she got stuck and today only when reaching out to request for an update, I learned that she had to call to log another claim and was referred to another department. I am sitting here wondering if she was the one on the call would it all have made sense to her or left her in panic as there’s always pushing and insisting for service despite her premiums being high (for a pensioner), up to date too. Tomorrow I am hoping to get feedback in terms of where we are and what else needs to be done. My plea is that Standard Bank acts as one, every division should not look at themselves in solo and expect me as a client to call each one of them to get service.