Customer Service Confession

Forgive us shoppers, for we have mistakenly ignored a recent call from one of you. She made a call back request to get a bespoke quote for our home insurance product.

We discovered from our Customer Services team that due to a clerical mishap, this shopper was waiting a very long time for a call back from us. Keen to test our services, she was inadvertently left wanting by an uncharacteristically slow response. 

Such customer services malfunctions are not common practice and our teams are organised to avoid such occasions. Human error can and does happen, these are busy times and our call centre is buzzing with activity.

 

Not just quick online quotes

A lot of our shoppers choose to visit our website for online insurance quotes (here I will plug our 60 second home insurance quote). This should not mean that we make a habit of failing to call back if a shopper prefers speaking to our UK based account handlers.

Not being a brand that tries to dodge constructive feedback about our services, we listened and felt terrible!

So we decided to say sorry to ‘Miss F’ the insurance4everyone way; so we sent her a GIANT BUNCH OF FLOWERS!

 ‘Miss F’ has since contacted us to say:

“Thank you for making me the envy of all the office today!

What a lovely surprise to get flowers, and it was really appreciated - they are beautiful!  And I never get flowers!

I of course told everyone I had a mystery admirer.

But seriously, thank you, a very kind gesture and I was very impressed.  I most definitely will come back to you for next renewal, as I would love to support you in your ventures.  I am hoping you may have won a few of my colleagues over, as I have now sung your praises to quite a few of them.”

We strive to maintain high standards

Lovely, this is what makes retailing so fulfilling, we are sorry we let her down!  Yes, we have a speedy online quote system for our home insurance, but we must not forget we want to help people and build personal relationships. 

We appreciate every click, call and purchase.

If you or your friends and colleagues experience difficulties, or just want to send us feedback, our team is always listening and willing to learn from our mistakes.

Insurance4everyone, is all about you the shoppers, so let us know when you renew and we will do all we can to help and get to know you.

 

James York

Marketing Director

Insurance4everyone