Travel insurance - Contact centre - staff unhelpful

Based on resolver’s experience to date, unhelpful or rude telephone advisers can be a frustrating experience – especially if you trying to make an urgent claim. Ask to speak to the member of staff’s supervisor and make a note of the staff names and positions. The supervisor should apologise on behalf of the company and assure you that you are a valued customer and then address your issue.

If you feel as though your query has not been dealt with then ask for an address for customer services, and write giving clear details of nature of your complaint. resolver recommends that you submit your concern in writing and resolver can assist you in submitting, recording and reminding you when and who to escalate to.

Resolver can help you resolve this issue quickly, free of charge and without the hassle. We can also help you with the next step of writing your complaint. Click on the link below to create your email.
You should know

• If you’re making a complaint about making an insurance claim rather than a mis-sold policy, check your documents to see who the “underwriter” is. You’ll need to make a complaint to that organisation.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your supplier, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 6 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

 

 

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