in october last year, i got a new car. it was not new, new, but it was new to me. and i was sooo excited!
then in december, on the way to visit mike's sister for the christmas weekend, almost to the day 2 months after i got the car, someone drove into the back of it. on 24 december i went to the police station to report it, and in the first week of january, when they re-opened for business, i reported it to my insurance brokers.
my broker did not do much to help me. they sent me forms, that they passed on to the insurance company of the guy who drove into me, but they gave me no advice or support or tips on how and what to do. and after this they did almost nothing further, to the point now that they do not even answer my emails anymore. their attitude is that i am claiming from the other party's insurance, and it has nothing to do with them.
bear in mind that i have been their client for years, and other than the odd addition and adjustment, i have asked nothing from them, and they have been getting commission from my premiums every month.
i would love to see some statistics on how many people change their insurance brokers/companies shortly after a claim. i am convinced that lots of people do this, and i certainly will, as soon as i have a chance.
the insurance company of the guy who drove into me have, from the start, treated me as 'the enemy'. their sole purpose has been to shave every possible cent off the settlement amount, to the point that i have to accept a bad panel-beating job, or pay in money myself to get a better job done. they have only communicated with me when i have emailed them first, and then they have been defending themselves by saying 'we are only doing what other insurance companies do'.
without going into details and rants (i would love to go into details and rants, but i will spare you), i had my car 2 months when i was bumped, and i have driven it 3.5 months with the accident damage. it is not yet fixed, as i will not accept their initial offer.
i am not expecting more money than i am entitled to. i have had full comprehensive insurance on all my cars, for years, and i have had no claims. my car was spotless when i bought it. the damage to my car is due to no fault of mine, and all i ask is to be put in the same position i was in before the accident, without it costing me any money. as far as i know, that is the whole idea of having comprehensive insurance?
the point of my post is this: what happened to SERVICE?
i have a small business, and i am feeling the effects of the bad economy, as is everyone. i know that all businesses are feeling the pinch, and i know that the insurance industry must be feeling it too. so, why is my broker not treating me, his existing client, with care? do they not realise that keeping a client is easier and more important than getting a new one? surely giving help, guidance and friendly service is not too much to ask? i am paying for this, i think.
and, the insurance company who is dealing with my claim, why is it necessary to treat me as a nuisance? surely you should treat me as a potential client? because i assure you, that if you were friendly, efficient and fair, i would have transferred all my business to you in a flash! my february, march and april premiums would have already covered the cost of my claim...
i once read somewhere that one should treat everybody who sets his foot in your business and a potential client. even if that person is there to use your toilet, or make change. because when that person walks into your shop or office, he already knows who and where you are, all you need to do is be nice, and he will remember you.
so, dear intersure brokers. thanks for nothing. if i am not deserving of your service, you are not deserving of my money.
and dear ascentsure insurance. i have my feet in your business. if you had treated me with respect and fairness, i would have moved all my business over to you straight away. your relentless attempt to shave off a few hundred rands off my claim, has cost you thousands of rands in years of premiums. i am one of those clients who does not claim for every little setback. i don't bother and fuss constantly. all i ask is efficiency and fairness when i have legitimate reason to expect such.
instead of creating a win-win situation, you have created a lose-lose. and in the long run, you lose the most.