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“Daughter lef waiting for three hours”

written by Pete_C on 15/08/2014

In the past I have been very pleased, with service from Gem Assist, but sadly all that changed.

My daughter who is named on my policy, needed recovery, she called just before 9pm, to be told it will be about an hour, but will text her with breakdown operator info, an hour passes with no contact so she phones again, there is no record of her previous call, as there was a shift change at 9pm.
10pm calls again, more promises of texting details and an estimate of 1 hour wait.
11pm still nothing, more promises, finally a text from the operator who turns up just before midnight, saying he only got the call 1/2 an hour ago.
My young daughter was marooned with phone that was now going flat.

The next day I complained, and got a response saying it was being passed to the underwriters (whatever that means) that was nearly a month ago and not a peep.
Short of simply not turning up, the service and following customer service could not have been worse.