Written on: 26/03/2011
The co-operative motor insurance (CIS motor insurance) - Absolutely appalling customer service shown when trying to claim a refund of £50 excess fee paid to the now defunct AutoWindscreens. 3 phone calls consisted of being held in a voice automated queue for anything up to 25 minutes and one call where the line went dead at 5 p.m. precisely after holding for 10 minutes. As instructed by CIS in February, arranged for AutoWindscreens to repair small chip. Company then went bust so work wasn't carried out but £50 excess fee had been charged. Asked CIS for refund.
Was given the wrong address to write a letter applying for refund (NOT P.O. Box 62, Mitcheldean, GL17 0YQ). So total silence for further 3 weeks. Finally phoned the Complaints Department: 0845 300 0374. It was acknowledged that the company is aware of the issues of getting through on the phone. Received phone call back that afternoon explaining the address for my motor claim should be CIS Ltd, 3rd Floor, St. Edmunds House, Lower Baxter Street, BURY ST.EDMUNDS, IP33 1LX. So why wasn't the original letter sent on to there & why was I given a wrong address on the other side of the country?
Huge amounts of stress and frustration for a £50 refund for windscreen damage. Cannot imagine the stress induced in higher and more serious damage claims. Policy finishes next month. Divine intervention - I will not be renewing.
Hope this helps anyone else caught in the same loop with AutoWindscreens.
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