Lack of service delivery and bad customer service ethics

On the 25th of November I had an unfortunate accident that resulted in me having to put through a claim with the insurance company. I’ve had my insurance with them for 2 years and have ensured that all payments were done diligently and timeously and this is the first time that I have had to put a claim through. You always hear stories about how good your insurance company is up until that [point when you need to claim. little did I know it would be my story as well.

My claim for was filled in and documents submitted as asked of me by lady one ( Sam – who was very helpful ) I was assured that all was in ordered and will then be taken over by (Faye ) upon her return to work Faye didn’t really come across as helpful or having empathy. This subsequently happens and in a manner that is unbecoming of a customer service consultant, I’m told to complete parts of the form which due to the nature of the accident is not relevant to my claim. The lack of understanding and terrible attitude displayed by her is really questionable. Despite my loyalty, I’ve since been told that when they have time they will check it and I can repair my glass and pay an excess there and when they repair the body I will have to pay another excess!!! So I’m being asked to basically put through 2 claims for 1 accident, instead of sorting out my vehicle in one attempt. This is 1 accident that resulted in 2 different aspects of 1 car needing to be fixed (Body & glass) but you believe in sorting it out at 2 different times. Where is customer centricity? Where is the service? I’ve been paying for a service that the company is failing at providing . How many people are you taking for a ride? Desperate times do not allow for you to just take your customers for a ride that they must just willing agree to. It boggles the mind as to how this makes any sense to them and how this falls part of providing a service to your customer. Surely this is not ethical business practice. I want my vehicle fixed and restored but not at the cost of excess amounts. Day light *******! I understand that an excess must be paid, but 2 for 1 claim, isn’t a sale . This is an absolute FAIL Winchester Insurance Brokers Customer centricity is vital in this day and age and it amazes that you think this is what it’s about I want my vehicle fixed but at what cost?