written by 1989Shoemaker on 12/09/2014
We made a claim two weeks ago,since then we have made several phone calls each time we receive a different answer to the same question. There seems to be no single process.On first contact we were not advised any documentation was required a second phone call informed us we did a third we did not a fourth we did.
An information letter was promised within 5 days,no receipt as yet.We asked for an email to expedite the issue at the time.This apparently contravenes procedure.After the 5 days we rang and they said an email would be sent to update us.It was
I am dispatching the documentation required as we speak.For it to be
reviewed ? I asked about a timescale as to when the claim would be resolved but the lady said she was unable to indicate how long it would take.
There was no single explicit process to deal with the claim. Little or no empathy was shown and communication from the claims team was poor. We have still received no paper communications at all.
This was not a huge claim. I do wonder what happens with a large claim?
Elderly customers would not cope with the process
As rated by our community of reviewers