I am a Customer Relations Manager for Norwich Union

[beccus]

Originally Posted by naiveme

Hi Becca

Can you explain the difference between Norwich Union and Norwich Union Direct please?

We're currently trying to get a car insurance quote for a kit car and have been told that Norwich Union will be able to give us a quote but NU Direct won't be able to. How do we contact Norwich Union, as all web links seem to take us to Norwich Union Direct?

Hope you can help
Kind regards,
n.

hi N

The difference is that you can only get "NU" insurance through a broker, and if you go to General Insurance: Independent advice on all different types of Insurance - www.unbiased.co.uk then you will be able to search for a broker in your local area. NU Direct insurance is for peopel who are able to come directly to the company whether through a website or phone call. Unfortunately this is not always possible because specialised cars won't always fit into the general model.

I hope this makes sense and you manage to get the quote you need!!

Becca

	Record your calls Follow this link to read the review of the Truecall telephone recorder and call manager. This is the Rolls Royce of call recorders. It's a bit pricey but if you buy it with our special offer you will get it at cost: about 20% discount. How much do we make on the deal? - Nothing at all. You can also buy cheaper devices from Maplins. Truecall is the best - but the important thing is to record your calls.

	Car Insurance

[naiveme]

Originally Posted by beccus

hi N

The difference is that you can only get "NU" insurance through a broker, and if you go to General Insurance: Independent advice on all different types of Insurance - www.unbiased.co.uk then you will be able to search for a broker in your local area. NU Direct insurance is for peopel who are able to come directly to the company whether through a website or phone call. Unfortunately this is not always possible because specialised cars won't always fit into the general model.

I hope this makes sense and you manage to get the quote you need!!

Becca

That makes perfect sense now! Thank you very much, will go and find a broker now

	Record your calls Follow this link to read the review of the Truecall telephone recorder and call manager. This is the Rolls Royce of call recorders. It's a bit pricey but if you buy it with our special offer you will get it at cost: about 20% discount. How much do we make on the deal? - Nothing at all. You can also buy cheaper devices from Maplins. Truecall is the best - but the important thing is to record your calls.

[tandom]

Originally Posted by beccus

Hi
My name is Becca Sibley and I am a Customer Relations Manager for Norwich Union, I have joined this site in the hope of being able to extend our Customer Service onto the internet

I am available to try and help answer any questions you may have, or generally to talk to, I'm happy to talk on the board or if you want to email me then my address is rebecca.sibley@norwich-union.co.uk. I can't promise to have all of the answers myself, but i can promise that I will do my best to find you the right answer as quickly as I can.

Thank you
Becca

I am a Norwich Union policy holder and I am impressed with the company's commitment to customer service in that you have joined this site. However, I note that the legal expenses insurance on your policies is provided by DAS Legal Expenses and after considering other threads on the insurance site, I do find it somewhat surprising that a company so hot on customer service would place their policy holders in the hands of a company where apparent concern exists in respect of their dubious business practices. My policy/contract is with Norwich Union and not DAS and I would be extremely grateful for your confirmation that if in future I have cause to make claim on the legal expenses part of the policy, you would be prepared to arrange for a different company to deal with this on my behalf, or alternatively,my own solicitor.

[beccus]

Originally Posted by tandom

I am a Norwich Union policy holder and I am impressed with the company's commitment to customer service in that you have joined this site. However, I note that the legal expenses insurance on your policies is provided by DAS Legal Expenses and after considering other threads on the insurance site, I do find it somewhat surprising that a company so hot on customer service would place their policy holders in the hands of a company where apparent concern exists in respect of their dubious business practices. My policy/contract is with Norwich Union and not DAS and I would be extremely grateful for your confirmation that if in future I have cause to make claim on the legal expenses part of the policy, you would be prepared to arrange for a different company to deal with this on my behalf, or alternatively,my own solicitor.

Thank you Tandom
This is something I will need to look into on your behalf, but in the meantime its nice to be able to pass on your positive comments about our customer service.

Take Care
Becca

[caro]

Hi beccus

I'm not a NU customer, but I wonder if you could give me some advice anyway. My house was flooded on 14 June, which I think was the first day of the recent horrific floods.

On Friday, the contractors (finally) came in to start stripping out the ground floor. Apart from doing an awful job, not finishing, and leaving live electric wires with (our) parcel tape on because they forgot to bring insulating tape, they have taken out a perfectly good and undamaged, fairly new double oven which was well above the level of our flood. I emailed Crawfords about it, who are our loss adjuster, who told us to raise any issues with the contractor.

My husband finally got a return call from the contractor this morning who says we told him we wanted a complete new kitchen. We did discuss replacing wall cupboards, which will partly be at our own expense as the originals cannot be matched, but at no time did we tell him to rip out items that have not been written off by our insurers. As far as we're concerned, we've given no instructions at all, but then neither have we seen the loss adjusters report from the visit a couple of days after the flood, or the instructions that the contractor has been given.

Should we expect to see such reports and instructions, and where do we stand about the cooker? It's our word against the contractor. This man has employed cowboys looking at the mess they've made of our house, and he's also been contracted to do the repair work, but we have no confidence in him.

If it is outside your remit to help non NU customers I understand completely, although I understand that you use Crawfords yourselves, so if there are things that are not as they should be it might help you to know. I do understand that everyone is very busy at the moment due to the freak floods, but patience is wearing a little thin.

[beccus]

Originally Posted by caro

Hi beccus

I'm not a NU customer, but I wonder if you could give me some advice anyway. My house was flooded on 14 June, which I think was the first day of the recent horrific floods.

On Friday, the contractors (finally) came in to start stripping out the ground floor. Apart from doing an awful job, not finishing, and leaving live electric wires with (our) parcel tape on because they forgot to bring insulating tape, they have taken out a perfectly good and undamaged, fairly new double oven which was well above the level of our flood. I emailed Crawfords about it, who are our loss adjuster, who told us to raise any issues with the contractor.

My husband finally got a return call from the contractor this morning who says we told him we wanted a complete new kitchen. We did discuss replacing wall cupboards, which will partly be at our own expense as the originals cannot be matched, but at no time did we tell him to rip out items that have not been written off by our insurers. As far as we're concerned, we've given no instructions at all, but then neither have we seen the loss adjusters report from the visit a couple of days after the flood, or the instructions that the contractor has been given.

Should we expect to see such reports and instructions, and where do we stand about the cooker? It's our word against the contractor. This man has employed cowboys looking at the mess they've made of our house, and he's also been contracted to do the repair work, but we have no confidence in him.

If it is outside your remit to help non NU customers I understand completely, although I understand that you use Crawfords yourselves, so if there are things that are not as they should be it might help you to know. I do understand that everyone is very busy at the moment due to the freak floods, but patience is wearing a little thin.

Hi Caro
Firstly I'm so sorry you've had such a rotten time, my heart truly goes out to people who have suffered with the floods.

As you've already stated its difficult for me to give advice on any other companies, my only suggestion is if you have no joy with the loss adjusters/contractors directly (although keep on at them as they should tell you things) go to your insurance company and ask them to intervene.

I also double checked for you, but Loss Adjusters do not give their reports to customers, they are purely between themselves and the insurance company.

I'm sorry i can't say more, I hope you get this sorted out, good luck with the clean up.

Becca

[caro]

Thanks anyway Becca. I appreciate the advice. At least we have got insurance and another roof over our heads so we're better off than many people.

[beccus]

Awww. Glad your ok.
Becca

Ps I lurve your avatar!!

[zenith71]

Hello

Please can you explain why NU are trying to charge a me £50 cancellation charge when I paid monthly for car insurance and now they are threatening me with court action?

How can they justify £50?

	Car Insurance

[beccus]

I will look into this on Monday when back in the office.. if in the meantime you want to email me your policy number? rebecca.sibley@norwich-union.co.uk

Becca

[beccus]

Hello
I just wanted to pop this in here as a bit of advance warning!

I'm moving house in the next fortnight and have a week off work from the 13th Aug... as I am moving my internet access that week will be limited at best (my boyfriend says we probably won't set our new broadband up for a month or so ) so I may take a little longer to answer queries etc.

So just to let you know I haven't abandoned the board at all (I like it here) and will be back with avengance the week of the 20th Aug.

Please keep your questions and comments coming - I'll do my best ot answer them as quickly as I can!!

Becca

PS - I hate boxes!!

[feater]

Good luck with the move, seems like we are all packing for one reason or another!

[tandom]

Originally Posted by beccus

Thank you Tandom
This is something I will need to look into on your behalf, but in the meantime its nice to be able to pass on your positive comments about our customer service.

Take Care
Becca

Hi Becca,

Are you now able to provide a response to my query?

Regards.

[beccus]

Originally Posted by tandom

Hi Becca,

Are you now able to provide a response to my query?

Regards.

hi Tandom
I'm sorry i've not got back to you sooner, You had me stumped for a while!

Could you please email me your policy number and we should be able to get this confirmed - rebecca.sibley@norwich-union.co.uk

Thanks
Becca

[tandom]

Originally Posted by beccus

hi Tandom
I'm sorry i've not got back to you sooner, You had me stumped for a while!

Could you please email me your policy number and we should be able to get this confirmed - rebecca.sibley@norwich-union.co.uk

Thanks
Becca

I have not yet made any claim and I am concerned that you are requesting my policy number and seeking to identify me when postings on this site are supposed to be on an anonymous basis.

Your company, which purports to be hot on customer service, contracts with customers to provide a service, namely legal expenses insurance, which is not supplied by yourselves and which you have no control over. There is some evidence that the company actually providing the service has been involved in dubious business practices. You appear to be unable to address legitimate concerns over Norwich Union's association with this company on this site.

I am of the impression that your joining this site nothing more that a PR exercise intending to assure the public of your company's commitment to customer service and I would be interested to know how many customers complaints have actually been resolved by your intervention.

[beccus]

Originally Posted by tandom

I have not yet made any claim and I am concerned that you are requesting my policy number and seeking to identify me when postings on this site are supposed to be on an anonymous basis.

Your company, which purports to be hot on customer service, contracts with customers to provide a service, namely legal expenses insurance, which is not supplied by yourselves and which you have no control over. There is some evidence that the company actually providing the service has been involved in dubious business practices. You appear to be unable to address legitimate concerns over Norwich Union's association with this company on this site.

I am of the impression that your joining this site nothing more that a PR exercise intending to assure the public of your company's commitment to customer service and I would be interested to know how many customers complaints have actually been resolved by your intervention.

Hi
We use more than one company for the legal expenses insurance and need your policy number to identify which one would be assigned should you wish to make a claim. However I can understand your misgivings, please rest assured I am not trying to identify you any further than this and if you do not wish to send me your number that is totally fine.

I will certainly look deeper into what I can find out about DAS legal services in general, when I am back in the office tomorrow.

I am on this site (and others) as a member of my companies customer experience team in a bid to extend customer service onto the internet, I have spoken too many people and taken their complaints/comments on board and where possible I have tried to help solve them. There are examples on this board of people that I have been able to assist.

Becca

[tandom]

I am grateful for your assistance.

[Rooster-UK]

Hi Tandom.

I've been reading this thread, with interest.
I note that you are a bit wary. I can understand that.
Be assured that Norwich Union is here as a guest of CAG to try to provide another service facility for the users.

Although it is all above board, obviously you shouldn't post your details in the open forum. That is why Becca has given you an email address to send it to. Notice that it is a Norwich Union email address. That can only be a bona fide N/Union employee.
If you send the details that Becca asks for, to that email address, then nobody on the forum will see it.

Regards, Rooster.

	Are you letting your bank keep your money Are you giving away thousands of pounds?? Many people aren't claiming all of the money they are entitled to when they make their bank charges claims. You have been forced to pay unfair bank charges. Have you forgotten that your bank has charged you inteest on those charges? If you are overdrawn and the bank owes you charges - then your overdraft is made up of charges - money which you bank owes you. Yet you are paying interest to the bank - on your own money!!! Follow this link to see the discussions on this. You might even double th size of your claim.

[beccus]

Hi Tandom
I have spoken to our legal advice line (0800 051 1701) and they have confirmed that DAS are the underwriters to our legal expenses insurance and would negotiate on behalf of our clients until proceedings went ahead in which case you would be able to appoint your own solicitor.

If you need further clarification (this is really not my area) please give the team a call on 0800 051 1701.

Becca

[xrchris]

Originally Posted by zenith71

Hello

Please can you explain why NU are trying to charge a me £50 cancellation charge when I paid monthly for car insurance and now they are threatening me with court action?

How can they justify £50?

It is rather high, i am guessing this is an NU Direct policy as NU only charge £10.50 for cancellation when it is dealt with via a broker.

	Car Insurance