Car Insurance Uk Reviews

Car Insurance Uk Reviews – Customer evaluation can be difficult for any business, but in the insurance industry it presents some unique challenges.

No matter where you are in the insurance chain, we all get a mix of good and bad customer feedback.

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For statutory insurers that are local, customer feedback can vary – some branches get a better response than others.

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With insurtechs, on the other hand, ensuring a unified customer experience across borders means better results are easily achieved if you prioritize delivering better service.

That being said, there are some situations that are difficult for an insurance company to protect against. After all, the need for insurance is caused by a negative life event, which is why the rates are so high. 

Read on as I uncover the truth behind some of our bad reviews and what, if anything, we (and other insurance companies) can do about it.

Customer feedback may be more flexible for legacy insurers, while insurtechs are more specialized in providing an overall customer experience.

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Let’s start with the bad reviews. We all get frustrated with customer service sometimes. With insurance in particular, consumers have found something wrong and are looking to fix it. 

Unfortunately, the reality is that we can’t help them all the time. And there are those who try to take advantage of the system.

I wanted to share some real-life examples of negative feedback we’ve received along the way. Of course, we treat all requests from our customers with respect and consideration. 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 reject the application because it does not meet the coverage requirements. Although we are able to achieve 100% of our service level agreements (SLAs), the customer complains that they are not covered.

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A classic example is when a customer’s bike is stolen because they didn’t take the proper precautions. The bicycle was outside with a loose lock or was locked inside in a public place, such as a parking lot or building entrance; none were blocked.

Why? Due to the high number of bicycle thefts, insurance companies require that bicycles be locked in a specially designated place on the floor with a quality lock. Otherwise, too many motorcycles would be stolen and insurers would demand very high premiums to cover their losses. 

Let’s be clear: people who reduce and avoid risk effectively shouldn’t have to pay more because others aren’t doing the same. At the end of the day, insurance is a joint venture, so we all need to be careful.

Although these coverage requirements are clearly communicated to customers in several places – during the purchase of the bike, the insurance contract, emails, etc. – and even if we answer them politely and boldly, we’ll get another star on Trustpilot. .

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While we fully understand your concern, this reflects the balance between cost and coverage in the insurance industry. Many of the exclusions in an insurance product are actually not driven by the insurance company itself, but by the market to pay a higher price for additional coverage.

If we asked for 10,000 or 1,000 car insurance, which would you choose? Of course, a low price! This means that insurers will have to make allowances and therefore end users will face more exclusions from their coverage.

Some people will take anything and everything. We end up rejecting these kinds of claims because they don’t make sense.

We have so many examples that a book could be written. But there are two – let’s say strange – situations that come to mind.

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First customer insured a home with us. You know, the insurance that protects your home and property in case of fire, flood, earthquake, etc.

In this case, the client invited a friend to stay after a large party where he had apparently consumed a lot of alcohol. A friend was sleeping on a client’s new sofa and accidentally defecated on the sofa.

The insured, who sent us clear pictures of the incident, said his fire insurance should cover the cost of the new bed. Obviously the situation is not covered but they gave us a bad review.

Another example is a customer who had ticket cancellation insurance through their credit card provider. You know, the insurance that covers the cost of a ticket to a concert or event if you can’t attend due to accident, death in the family, job loss, etc.

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This person was seeing a plastic surgeon for breast augmentation. Unfortunately, he was unable to attend the surgery due to the death of his family and had to pay for the unused implants. They said that by having a “ticket” for the surgeon, the “incident” was covered up by canceling his entry. It’s not very clear, which is why we have a very low Trustpilot score again.

Criminals will do everything they can to get the company to pay them back. The difficult part about investigating a fraud case is that we avoid communicating openly with the customer until we are 100% sure, resulting in repeated attempts to contact us and frustration with no answers.

There are countless cases where a claimant provides proof of a broken cell phone insurance policy that we return to Google, usually the first image that pops up when you search for “hacked smartphone.” Due to lack of experience, we often come across fake invoices created in Word Doc with the applicant’s name as the creator.

In most of these cases, the customer will try to contact us several times while we collect evidence. Sometimes they tweet their frustration or simply email our admin team to try and get a response.

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We know that this strategy is designed to get the beneficiary to consider paying instead of wasting time doing proper research. And in most of these cases, even if we’re still investigating or have told the claimant that we caught them trying to commit fraud, we always get a bad Trustpilot rating.

To reduce the number of customers who are not satisfied with their coverage, it is important to understand that if people want to “pay for small things, they will get monkeys.”

In B2B distribution, we can inform companies about how much they want to pay for the quality of coverage.

However, as long as people are only looking for the cheapest price when it comes to insurance, there is little we can do. And criminals cheat. 

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Sometimes negative customer feedback is allowed. In some cases, this is due to poor service quality (more on that later), but in most cases, complaints are due to human error on the part of the operator.

Let’s face it: claims are made by people, which means everyone makes mistakes, whether you work for a tech startup or a large corporate insurance company.

But instead of contacting us directly to fix the error, some customers are quick to give a 1-star review. 

The life of an insurance agent is not easy. Claims arise because a real person suffers, be it damage to property or to their health. All claimants want to be paid quickly, which means claims handlers need to act as quickly as possible.

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Not to mention that it is very difficult to verify the terms of an insurance product. Although we have made them as simple as possible, insurance is still based on strict legislation, which leads to burdensome legal documents for applicants.

Doing this across countries, products, cases and applications means there will always be bugs. Sometimes claims that should have been dismissed are dismissed; sometimes customers are reimbursed less (or more) than they should; and sometimes there are communication problems.

Here’s a recent example: One of our carriers refused to cover a flight cancellation because the flight was departing from a country outside of their country. Trip cancellation is intended to cover cancellations made before departure on holiday, with the express exception of flights canceled when a person is already on holiday (for example, if they want to extend their stay and book a new flight at a later date).

But in this case, the assistant acted quickly. He was actually a Belgian traveling from Amsterdam for reasons.

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Instead of complaining directly to our team, the customer turned to Trustpilot and Google. Our team quickly accepted the complaint and submitted it, but the customer didn’t give us the opportunity to do so in the first place and we still got the lowest score.

To err is human. Our agents are people, not robots; and we believe