House insurance rant + Q's
Moorron - 7/4/11 at 08:31 PM
Hi guys im about to go bananas at my house insurance but before i do i would like to know if i have the right.
Been with them for 10 year, never claimed before and knocked my plasma tv over. Did all the phone interviews and paperwork including the original
reciept (4 years old!). This was on the 7th Feb was told they would pick it up using a contractor to see if it could be fixed (yeh right it was
totaled) but they didnt contact me for a month so i complained and within 24 hours they picked it up.
Roll onto now, 2 months later and still nothing. They said to me 2 weeks ago that they are waiting for the engineers report and should have it within
2 day. now 2 weeks on im starting to get really annoyed by this. Have i the right to go mad at them over the phone? how long is it normally for an
electrical item to be replaced?
cheers guys
ps, with britannia who use Legal and general as the insurance company.
[Edited on 7/4/11 by Moorron]
[Edited on 7/4/11 by Moorron]
karlak - 7/4/11 at 08:38 PM
Not to sure on a TV claim like yours, but we had a nightmare when our Kitchen flooded from a burst water pipe under the concrete floor. We had broken
promises, accusations, lies and just plain incompetance.
It only got better when I became Mr Angry on the telephone, told them I did not want to deal with an assessor, but I want their manager. Things then
proceeded how it should have from the start. Told them to stick their contractors and just to give me a cash settlement. Have you asked for a Cash
settlement ?
jacko - 7/4/11 at 09:21 PM
Yes you are right to have a go
Brother in laws dog knocked there tv over and some one was round with in a week to look at it / they had a new tv the next week
Moorron - 7/4/11 at 09:29 PM
cheers guys it didseems a p:ss take as no one has to fix a thing just agree a price and off i go.
If youre a nice polite guy it gets you nothing.
will give them some stick ont he phone tommorrow.
Ninehigh - 8/4/11 at 08:13 AM
Maybe they can explain how it takes 2 weeks for engineers to figure out how broken a tv with no screen is...
blakep82 - 8/4/11 at 08:21 AM
quote:
Originally posted by Moorron
Have i the right to go mad at them over the phone? how long is it normally for an electrical item to be replaced?
and what's going mad at some poor bloke/bird on the phone going to do?
its probbaly the first time that particular person's going to have dealt with it, and if you start shouting at them, why would they want to help
them if you're not going to give them any common decency?
would you start shouting at them if you went into a local office and saw them face to face? most likely not. so why would anyone think its ok to do it
over the phone?
having been unfortunate to work in call centres for the last few years, not through choice, but because thats all there seems to be here, this really
pisses me off when people think giving someone over the phone dogs abuse for something that isn't even their fault. if you give them abuse on the
phone, expect to be put on hold for a while why they tell the people in their team how the person on their phone is being a knob 
[Edited on 8/4/11 by blakep82]
02GF74 - 8/4/11 at 10:48 AM
quote:
Originally posted by blakep82
quote:
Originally posted by Moorron
Have i the right to go mad at them over the phone? how long is it normally for an electrical item to be replaced?
and what's going made a some poor bloke/bird on the phone going to do?
its probbaly the first time that particular person's going to have dealt with it,
get on to their manager who should then find out ewhere the incompetance lies.
I vote for SHOUTING AND SWEARING!!!!
Ninehigh - 8/4/11 at 12:37 PM
Yeah there is a difference between being peed off and showing it, and being peed off and screaming abuse...
Although to all those call centre people, when I start the conversation with "Can I speak to someone in charge please" that means I
don't want to explain it all to you along with my name, postcode, phone number and leg size I want to be put through to someone in charge
blakep82 - 8/4/11 at 12:54 PM
^ and the manager doesn't want to speak to people who won't even tell the first person what the problem is, usually turns out that its
something the first person can easily deal with, and as such, if they ask the manager to speak to you, the manmager will say 'find out what the
problem is first, or i won't speak to them'.
managers aren't there to speak to everyone who phones up. and in most cases the managers don't actually know the processes. they're
there to manage workers, not do the workers job.
funny though coz people who phone up refusing to speak to anyone except managers will quite happily accept a complete load of bollox that the manager
made up on the spot because they don't actually know the correct answer, just because they're 'a manager' and you feel they know
something more. they usually know a lot less, and will put you on hold to 'look into it' while they ask the 1st person you spoke to what
they should say to you.
in even more cases, the 'manager' will just be the person sitting next to the first person you spoke to, and not a manager at all ha ha.
and people are stupid enough to accept it.
quote:
Originally posted by 02GF74
get on to their manager who should then find out ewhere the incompetance lies.
I vote for SHOUTING AND SWEARING!!!!
you wouldn't have gotten very far with me. you would be told to stop swearing and if you keep on, then the call's getting ended, as its
actually against the law to abuse people on the phone like that.
glad i haven't worked in a call centre for 6 months. good not having to deal with arseholes that think shouting and being rude's going to
get them somewhere. it usually gets them less. nice polite people you feel sorry for, and will do more to help them, money back, offers that you
don't have to give etc. people who shout and swear get nothing, just because they don't give the common decency
[Edited on 8/4/11 by blakep82]
cliftyhanger - 8/4/11 at 01:23 PM
I worked in call centres a long time ago, and know just what is being said. You have little choice but to play the game, or they WILL show you the
door. Quite right too.
Best approach is to say that you realise it isn't their fault, that others have broken promises, and ask them to read the notes on the system.
This should get them on your side, which is just what you want. If you don't get the help you expect, be firm and insistent. Take a name, and ask
to be passed on to a manger if needs be. The initial member of staff will have very limited authority, probably much less than 25 years ago. If
promised a call back, ask who will call back, and at what time. Again, keep notes.
Being reasonable always gets better results. Plus you don't come over as a ranting idiot.