1 reviews | Active since Nov 2021
Extremely Disgruntled Customer
I am truly unhappy with the service received from TFG. I called their call centre to enquire about the status of my Insurance. I needed to know if my insurance was up to date and then proceed to claim for my lost engagement ring. However I got anything but what I wanted. The service agents did not have the enthusiasm to assist me with dealing with my enquiry and were rather ready to send me from pillar to post. The first agent sent me to claims, then i spent the entire day unable to reach the claims department. I guess they were not interested in working untill 16h00 in the afternoon.
Once they had my details they told me they could not assist me because I had not put out a claim. I then asked why is it that their systems do not show the customer status and they literally could not care to ease my frustration at this point.
I then had to call the Insurance department who were long gone at this point even though their voicemail says the call centre closes at 8 in the evening. I called Customer Service and the guy on the other end lacked empathy and effective listening skills or communication skills. I asked him simple questions and he just went about reading his script and asked for my ID when I had clearly asked a question more than once.
He was of course unable to assist me with my query and said I should rather call the insurance team who were unreachable the next day. Mind you my first question was "Will you be able to see my Insurance status if I give you my ID number?" and the answer was yes. Ultimately I was not assisted and the manager refused to speak to me and said I should leave my number and he would call me the next day because they all had to get home instead of help me.
My question is why is it that a big company like TFG can have such lovely store fronts and is unble to improve the training of their call centre staff and provide them the tools of trade that will ensure that their customer service improves? They need to invest in ensuring that the each agent is able to assist the customer end to end and stop this archiac system of sending customers from pillar to post. Front-end staff should be able to handle all queries and back-office staff should then action the queries per departmenrt.
I am still not sure of my insurance claim and will have to go through this entire exercise again tomorrow.
I would like to let you know that again this morning I have called your call centres and again today no joy. I called your underwriter and they told me that they cannot assist me and gave me a number that does not work. Is jewellery insurance a **** that no one is meant to benefit from? I fail to understand how can it be to have someone look for the status of my insurance so that I can go make a claim. I wonder what this means with regards to when I actually for my lost ring.
Should I expect a call this century or should I move to escalate the matter with the ombudman because I can tell you for free that you have violated many of my cosumer rights in accordance with TCF. May I add it is concerning when I ask one of your agents if they know about the TCF legislation and they say no, This means your staff is not adwquately trained to deal with customers if they do not even know some of the most basic legislation relating to customer service.
I would like to let you know that again this morning I have called your call centres and again today no joy. I called your underwriter and they told me that they cannot assist me and gave me a number that does not work. Is jewellery insurance a **** that no one is meant to benefit from? I fail to understand how can it be to have someone look for the status of my insurance so that I can go make a claim. I wonder what this means with regards to when I actually for my lost ring.
Should I expect a call this century or should I move to escalate the matter with the ombudman because I can tell you for free that you have violated many of my cosumer rights in accordance with TCF. May I add it is concerning when I ask one of your agents if they know about the TCF legislation and they say no, This means your staff is not adwquately trained to deal with customers if they do not even know some of the most basic legislation relating to customer service.