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“Poor Customer Service”

written by Terryeq116 on 17/12/2015

I purchased my travel insurance from Boots in June and they were very good at giving a quote and taking my cash. There was an issue with my travel and I therefore needed to make a claim.

I sent my claim to their claims department and received no reply not even a "we are working on your claim and will reply in....." So I called them which took a few attempts as the phones said "Busy try again etc". After a number of attempts I got through to someone who said an email had been sent to me but because a particular person was not in that day they can not advise me of the content of the email. How poor is that in today's customer service levels? They said another email would be sent and of course I again did not receive one. From then on I called many times and could not get through. I left messages after the tone as requested (the tone sounded like their voice mail was full and no longer recording). So I emailed them and received a reply saying someone would contact me in 18 to 20 days. They didn't So I called the Boots phone line (the one where you take insurance out) who gave me another number and said they would answer. I phoned all of the numbers given to me and yes no one answered and the voice mail still sounded broken or full with other messages. I then emailed them to an address given to me by Boots and titled it COMPLAINT and two days later some one called me. It appears they had written my email address down incorrectly (poor) and of course do not answer their phones or return calls or emails when contacted direct. The nice lady who called me said they have had difficulties but had taken on more staff and the phone lines were now being answered, I of course advised her that in my experience (two days ago) this is not the case.

The time line for the above is nearly 3.5 months ie September to December and to apologise they offered me a £20 money off voucher which is an insult when I have taken three months to get hold of them.

My advice to customers considering insuring with Boots is DON'T.
My advice to Boots is cancel your contract with your third party supplier because they have damaged your otherwise good reputation.
I will steer clear of Boots from now on both internet and shops.