Home insurance.
Dec. 5th, 2011 10:49 pm![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
lolabobsApprox 10 days ago we notified the Home Insurance people of Dad's passing and asked them to put the account in Mum's name. They told us to send our request in writing with a copy of teh certificate and it would be sorted out.
Today Mum received notification of her 'new' policy and a bill for £75.
I called to query this. Apparantly the law dictates that a policy cannot be changed, a new policy must be issued. The law also dictates that money cannot be transfered between the old and new. This makes some sense to me and I am prepared to accept that.
However, the operator's attitude sucked. When I asked why they hadn't explained this I was told "We're not required to." I questioned their customer services standards if they don't feel it is necessary to explain what is going to happen to any customer, let alone newly bereaved. "We're not required to." came again.
I questioned what would happen to the refund from Dad's policy. It will, she informed me be paid back into his account. His account, I explained patiently (at this point) is closed. Because, if you noticed, he's dead. "It has to go back to his account." I explained that there is no account. "It has to go back to his account". I pointed out again that there was no account for it to go into. "Oh, well then it will bounce back and we'll send a cheque." She wouldn't confirm whether this would be in his name or my mothers.
"Has this process started then?" was my next question - "and could tehy confirm the amount" so I can make sure they haven't increased the charges. She needed the old policy number for that. So I found it and gave it to her. She called up the account,I clarified the details.
"I can't tell you that information because you're not the account holder." Then why fucking ask for the details? I asked her, perhaps a little tersely. "How do you expect a dead man to come to the phone?" "I can't give that information as you're not the account holder. We'll send you a letter"
Could she then, please tell me whether the letter has been sent? Why haven't they sent the letter, maybe even in with the new bill. She needed me to give her the new account details again. "I don't know" was the eventual answer.
How long do we have to pay the bill? 21 days. Will teh refund have reached us by then? I don't know.
I questioned again why no one had taken the three minutes at the initial call to explain "The law says we have to close the account and open a new one, so you'll get a refund from one and a bill for the new one." It's quite a simple concept.
"We're not required to."
She left me shaking with frustration and crying with anger.
Today Mum received notification of her 'new' policy and a bill for £75.
I called to query this. Apparantly the law dictates that a policy cannot be changed, a new policy must be issued. The law also dictates that money cannot be transfered between the old and new. This makes some sense to me and I am prepared to accept that.
However, the operator's attitude sucked. When I asked why they hadn't explained this I was told "We're not required to." I questioned their customer services standards if they don't feel it is necessary to explain what is going to happen to any customer, let alone newly bereaved. "We're not required to." came again.
I questioned what would happen to the refund from Dad's policy. It will, she informed me be paid back into his account. His account, I explained patiently (at this point) is closed. Because, if you noticed, he's dead. "It has to go back to his account." I explained that there is no account. "It has to go back to his account". I pointed out again that there was no account for it to go into. "Oh, well then it will bounce back and we'll send a cheque." She wouldn't confirm whether this would be in his name or my mothers.
"Has this process started then?" was my next question - "and could tehy confirm the amount" so I can make sure they haven't increased the charges. She needed the old policy number for that. So I found it and gave it to her. She called up the account,I clarified the details.
"I can't tell you that information because you're not the account holder." Then why fucking ask for the details? I asked her, perhaps a little tersely. "How do you expect a dead man to come to the phone?" "I can't give that information as you're not the account holder. We'll send you a letter"
Could she then, please tell me whether the letter has been sent? Why haven't they sent the letter, maybe even in with the new bill. She needed me to give her the new account details again. "I don't know" was the eventual answer.
How long do we have to pay the bill? 21 days. Will teh refund have reached us by then? I don't know.
I questioned again why no one had taken the three minutes at the initial call to explain "The law says we have to close the account and open a new one, so you'll get a refund from one and a bill for the new one." It's quite a simple concept.
"We're not required to."
She left me shaking with frustration and crying with anger.
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