2 posts tagged “hollard insurance”

So a a little while ago I received a phone call, it was a bit confusing at first, the woman who called told me she was from Hollard and asked if I was the Mrs Jacobson that had lodged a complaint on the website.  At first I thought she meant Hollard's site, so I told her no, I had lodged my complaint on the phone with the call centre (ironic that), anyway it turns out that someone had alerted Hollard to a post on Paul's blog that linked to my Call Centre post, and Hollard has stood up and taken responsibility.

I am incredibly impressed that not only did the brand manager at Hollard comment on Paul's blog but the phone call was made immediately to me and I was assured that the matter would be seen to.

Hopefully I will be taking my car in to the panel beaters as early as Monday.

So, Paul had a small accident in my car the other day.  It happened on a Sunday and the next day was a public holiday so I had to wait for the Tuesday to get in touch with my insurance company, Hollard Insurance.

Thats where the story starts.

Chapter One:

Tuesday - Call call centre, hold forever, finally get an answer, be told that all the claims agents are currently busy and one will call me back within 24 hours to register my claim.

Wednesday - Call call centre, hold forever, finally get an answer, tell person on other end that I am still waiting for claim agent to contact me to register claim, be told that all the claims agents are currently busy and one will call me back within 24 hours to register my claim.

Wednesday (late afternoon) - telephone rings, is claim agent, takes 20 min to register claim, agent attempts to book car in for assessment for following Thursday, no joy, agent says they will call me back to confirm once they have finalised booking.

Thursday - call call centre, hold forever, finally get an answer, ask about booking of assessment for following Thursday, be told that all claims agents are currently busy and my agent will call me back as soon as possible.

Thursday (late afternoon) - receive text message confirming assessment for following Thursday.

Thursday (very late afternoon) - telephone rings, is claim agent, confirms assessment for following Thursday, give claim agent points for actually following up.

Chapter Two:

Thursday (assessment day) - take car to assessment centre, wait 5 minutes, friendly assessor assesses car, friendly assessor writes up report, friendly assessor helps me choose a panel beater and sends assessment to call centre claim agent, leave assessment centre feeling confident.

Chapter Three (this is where it gets really interesting):

Monday (following assessment) - call call centre, hold forever, finally get an answer, ask about current status of my claim, be told that my claim has been handed to a new agent and that said agent is currently in a backlog of over 260 cases and is working off a list and is not taking any calls and hasn't loaded anything on the system yet, calmly and politely tell person who answered that its not really my problem if claim agent cant do his job properly and is in backlog,  be told that a message will be sent to claim agent requesting urgent phone call to me to follow up on status of claim, told that he will call by Thursday at the latest.

Tuesday & Wednesday - wait patiently for claim assessor to call and update me about claim status.

Thursday (morning) - no phone call.

Thursday (afternoon) - Call call centre, hold forever, finally get an answer, ask to speak to agent in charge of my claim and quote claim number, no answer from person who answered my call but can hear typing as claim number entered on computer, start telling person that someone was supposed to call me blah blah blah, she interrupts me, tells me that she is not a claim agent and I have come through to the Message Centre, she says that all the agents are currently busy and she will have to take a message,  calmly ask her if there is no way she can put me through to my agent, she informs me that "Its a call centre and as such its very difficult to get hold of a claim agent, but I will send him a message", LOSE TEMPER, loudly and angrily inform message taker that if claim agent doesn't call me back today, even if its at 10pm tonight, I will take my complaint to the next level, I will call the call centre supervisor and shit them all out.

Thursday (night) - So I am sitting here typing this post, I have not heard from anyone yet as to the status of my claim, I am PISSED OFF, what makes it worse is that tomorrow is a public holiday here so the call centre is closed until Monday!!!!!!!!  Needless to say on Monday the call centre supervisor is going to get hell from me! 

GGGGGGRRRRRRRRRRRRR!!!!!!!!!!!!!!!!!!!!!!!!!!

Edited - On Monday I spoke to a call centre agent (shock horror), and she was extremely helpful, she assured me that my claim had been approved and that they would fax the go ahead to the panel beater!

Edited again - Thursday - still no call from panel beater to say bring car, gonna call Hollard AGAIN!!!

One more edit - See my latest post!!!