Does anyone know an appropriate route to complain to Admiral Insurance about their foreign call centres - preferably one where my letter won't just be binned unread?
I was trying to do something that seems incredibly straightforward to me. I had a policy with Admiral due to start in the middle of October, but in the interim I'd sold the insured car and got another one, so wanted to have that insured instead. I had a quote from their Sales people and had a reference number for that. Should have been a very straightforward conversation.
Except I got routed to India, and the phone call took forty minutes without going anywhere. The person I spoke to was unable to understand English (told me they couldn't find 'wrist spoiler' when I said the car had a 'rear spoiler', for example), and wasn't able to process the quote number their Sales people had given me. I gave them all the car details again and they quoted me a figure which was 15 quid more than the Sales people had quoted.
I explained that I had been given a quote that was less than that and had been told it was good for 60 days, so I wasn't prepared to accept that quote. We went round on this for a bit then I asked to speak to her manager.
To cut a long story short, the manager was even less helpful. Tried the next day and ended up talking to another Indian call centre who told me I would have to cancel my existing policy (which hadn't even started yet) before they could insure me for the new car.
I ended up giving up on this entirely, phoning around and finding somewhere 50 quid cheaper. I would like to let Admiral how they've managed to turn away and alienate a customer who had already had a quote from them and was *trying* to give them his money!
The whole issue here is just one of communications. I've had excellent service from Indian call centres in the past, but this should have been a five minute conversation and the communications barrier turned it into a nightmare.
I wasted an hour of my time (and theirs) and it was clear from my conversation with them today that they've added notes to my record that I am being unreasonable. As I said to them, if this is the level of service I get for something straightforward where I'm trying to give them money, what kind of service can I expect if I actually have a problem?