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Car Insurance Brands Uk – Customer reviews are difficult for any company, but the insurance industry presents some unique challenges.
No matter where you are in the insurance value chain, we receive good and bad customer feedback.
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For traditional insurance companies, which are local in nature, customer reviews can vary widely – with some branches receiving better reviews than others.
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On the other hand, in the case of insurtechs, providing a single customer experience abroad means it’s easier to achieve better results if you prioritize delivering the best service.
That said, there are some situations that no insurance company can avoid. After all, the need for insurance arises from negative life events, so insurance rates are already high.
Read on as I expose the truth about some of our own bad reviews on , and what, if anything, we (and other insurance companies) can do about it.
For traditional insurance companies, customer feedback can be very inconsistent, while insurtech companies are better at delivering a global customer experience.
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Let’s start with those unjustified negative reviews. We all get frustrated with customer service sometimes. Especially when it comes to insurance, customers have experienced something negative and are looking for solutions.
Unfortunately, we can’t always help them. Additionally, there are those who try to take advantage of the system.
I thought I’d share some real life examples of negative feedback we’ve received. It goes without saying that we respect and investigate all inquiries from our customers with due diligence. So the purpose here is not to make fun of anyone’s situation, but to illustrate some of our experiences.
In this case, we quickly denied the claim because it did not meet coverage requirements. Although we were able to estimate 100% of our partner service level agreements (SLAs), customers complained that they were not covered.
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A typical example is when a customer’s bicycle is stolen because the necessary precautions were not taken. The bikes are either left outside with weak locks or unlocked in public areas such as garages or driveways – neither of which are enclosed.
Why is Because bike theft is so common, insurance companies require that bikes be locked to a fixed point on the ground using a high-quality lock. Otherwise, too many bikes will be stolen and insurance companies will charge ridiculously high premiums to cover the losses.
Let’s be clear: People who truly minimize and prevent risk shouldn’t pay more because others aren’t doing it. Insurance is a solidarity concept after all, so we should all be more careful.
Although these coverage requirements are very clearly communicated to customers at all stages of the bike purchase process, insurance contract, email, etc. – Even if we answer politely and diligently, we will still receive 1 star on Trustpilot.
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While we certainly understand their frustration, this shows the balance between price and coverage in the insurance industry. How many exceptions an insurance product has does not actually depend on the insurance company itself, but on whether the market is willing to pay a higher price for more comprehensive coverage.
If we offered 10,000 or 1,000 car insurance, which one would you choose? Of course the price is lower! This means that insurance companies must make trade-offs and end users will face more coverage exclusions.
Some people will ask for anything. Ultimately, we reject this claim as absurd.
We have so many examples like this that a book could be written. But two – shall we say strange – situations arise.
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The first is a client who takes out home insurance from us. You know, insurance that protects your home and contents in the event of fire, flood, earthquake, etc.
In this case, the client invited a friend to stay after a large party where they both drank heavily. A friend was sleeping on a client’s brand new couch and accidentally pooped on it while sleeping.
The policyholder who sent us pictures of the incident claimed that their fire insurance would cover the cost of a new sofa. This situation was obviously not covered, but they gave us extremely negative feedback.
Another example is a customer who purchases flight cancellation insurance through a credit card provider. You know, this insurance can cover the cost of your concert or event tickets if you are unable to attend due to an accident, death in the family, job loss, etc.
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This person made an appointment with a plastic surgeon for breast augmentation surgery. Unfortunately, due to a death in the family, she was unable to have surgery and had to pay for the unused implants. They argued that because they had a “ticket” to see the surgeon, it was an “event” covered by the canceled ticket cover. This is clearly wrong, which is why we once again get a very low Trustpilot score.
Scammers will use any means they can to pressure a company into refunding their money. A difficult part of investigating fraud cases is that we avoid communicating openly with clients until we are 100% sure, which results in repeated attempts to contact us and frustration when we don’t get a response.
There are countless cases where claimants submitted proof of damaged smartphones to secure their purchase, and we tracked this evidence on Google – often the first image that pops up when you search for “damaged smartphone” . Due to a lack of creativity, we often receive fake invoices created in Word files with the claimant’s name as the author.
In most cases, clients will make multiple attempts to contact us while we collect evidence. Sometimes they’ll tweet their displeasure or accidentally email our leadership team trying to get a response.
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We understand that the purpose of this tactic is to pressure the adjuster into making a payment decision rather than taking the time to investigate thoroughly. In most cases, we will always get a bad Trustpilot rating regardless of whether we are still investigating or whether we have told the claimant that we discovered they were trying to commit fraud.
To reduce the number of customers who are dissatisfied with their insurance coverage, it’s important to realize that if people want to “spend pennies,” they’re going to get monkeys.
In B2B distribution, we can tell companies that the amount they are willing to pay directly affects the quality of coverage.
But as long as people are just looking for the lowest price on insurance, there’s not much we can do. And cheaters will cheat.
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Sometimes, bad customer reviews are justified. In some cases this is due to poor service (more on this later), but in many cases complaints are due to human error on the part of claims handlers.
Let’s face it: claims are processed by people, which means everyone makes mistakes, whether you work at a tech startup or a large insurance company.
However, some customers do not contact us directly to fix the error, but are eager to give one-star feedback.
The life of an insurance professional is not easy. A lawsuit occurs because a real person suffers pain, whether it’s financial loss or health loss. Every injured party wants to be compensated as quickly as possible, which means claims adjusters are forced to work as quickly as possible.
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Not to mention that analyzing the terms of an insurance product is extremely difficult. Although we try to keep them as simple as possible, insurance is still highly regulated, resulting in a large amount of legal documentation for claims adjusters to sift through.
Evaluating this against many countries, products, cases and requirements means it will always be wrong. Sometimes claims that should be covered are denied; sometimes customers receive less (or more) refunds than they should; sometimes communication breaks down.
Here’s a recent example: One of our claims adjusters refused to cover a flight cancellation because the flight departed in a country other than their home country. Travel cancellations apply to flights canceled before departure on holiday, except for flights canceled when the individual is already on holiday (for example, if they wish to extend their stay and book a new flight at a later date).
But in this case, the adjuster acted too quickly. In fact, the Belgian flew in from nearby Amsterdam for logistical reasons.
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Instead of complaining directly to our team, customers turned to Trustpilot and Google. Our team dealt with the complaint quickly and issued a refund, but the customer didn’t give us the first chance to respond and we still got a low score.
Human error. Our agents are humans, not robots; we believe
