lack of communication made a stressful situation worse, and made complainant appear irresponsible while fulfilling required actions.
December 6th, I got in a car accident. ************************. I have rental coverage, so I picked up a rental the next day.
December 8th, I got a call from agent. I wasn't able to answer call as I was on the road. I returned call shortly after lunch. Voicemail stated she will call back by the end of day. I did not get a call back.
December 10th, I called the collision centre where my car was being assessed. He was forthcoming that it wasn't looking good for my car.
December 11th, Still nothing from agent.
December 12th, I called the claims line to let them know I haven't heard anything about my car. Was assured they'd pass my concern along.
December 19th, I called agent again. She called me back to tell me the car was being written off. She told me I had to return the rental by December 29th. The tone of the call implied no flexibility, and urgency to find a replacement vehicle.
December 23rd, I closed the deal on a replacement car, with the expectation that the cheque was on its way. returned the rental.
The cheque did not arrive. No one from the insurance company attempted to contact me.
January 5th, I called the claims line to ask to speak to a manager. They gave me the "team lead" in charge of my agent. I left a message for her.
January 7th, I called the claims line again, to tell them that the Team Lead had not called me back in over 48 hours. They left an "urgent" message for the team lead.
Despite asking REPEATEDLY to deal with management instead of my agent, I got a call from her telling me that I am not authorized to handle my own insurance claim, for a vehicle owned and registered in my name, because my husbands name is on the file. This appears to be a mistake on the part of the broker who set up our file, but the fact that my name is right besides my husband's on our policy, no satisfactory reason was EVER given about why they wouldn't talk to me.
I had no choice but to have my husband continue dealing with the insurance company.
January 8th We were told by the agent that the cheque was in the mail, and that we would get a call when it arrived "At the earliest, Friday. Probably Monday".
January 13th, we called, left message with agent. No response.
January 14th we called, left message with agent. No response.
January 15th, husband called, cheque was waiting at reception.
When we picked up the cheque, the date of Monday January 12th was on the envelope!!!!!
I was finally able to apply the cheque as my down payment, TWENTY THREE DAYS after I closed the deal.
All of this hassle aside, the agent couldn't even PRETEND TO CARE about me as a client. There was no kindness or even courtesy over the phone - it was all business.
acknowledgement of the increased stress in an already stressful situation due to their actions and lack thereof would be the least they could do. At best, a refund of the last month of my insurance. At no point did anyone even apologize for the poor customer service, or the impact on my life this unreasonably drawn out process created.
Contact Name and Title:*********
Contact Phone: ************
This is in response to the complaint submitted above. We agree with the customer that there were some dleays on our parte on getting back to her in a timely manner. We would like to sincerley appologize for the inconveniences caused to her and the named person on the policy. The agent has called the person to apologize personally for the delays.