Notes on Norwich Union's Claims System

RedDeath · 20th December 2006, 19:35

Hello everyone,
I need some advice if possible. I had a claim with Norwich Union Direct about a year ago. The claims system was a shamble, but somehow I found out that on their notes the advisor wrote "customer is ****ed".

Now I can appreciate that they meant I was upset (bloody claims system) but I object to that in my notes because it could be interpreted that I was drunk.

If I were to ask for systems access could I then sue them for those comments? Any help would be kindly appreciated.

Thanks.

RedDeath · 20th December 2006, 19:35

lol...got censored. Edited, even though quoting facts, people seem to complain about it.

craigwalton · 21st December 2006, 16:58

You could certainly sue for defamation of character, or under the Data Protection Act, bt the Data Protection Act would be against the person who input the notes.

However, I have a very sneaky feeling that if you requested the screen prints under a S.A.R - (Subject Access Request), the comments will have "mysteriously disappeared" or toned down, so no claim can be made.

Sorry

RedDeath · 21st December 2006, 18:57

Thanks for that. I think I will pursue it anyway, might get compensation for the time it took them to fix my car (a very long story). Would be interesting to see what they do, partially because I work for them.

OK...after LloydsTSB and capital one the next on my hitlist is gonna be norwich union. Should they actually provide me with those notes then any idea what range i can claim for? hundreds, thousands?

nice avatar...a wildhearts fan at all?

craigwalton · 22nd December 2006, 12:47

Never heard of them!! looked on t'internet & it is similar!!

Doubt if you would be able to claim thousands, as the word p i s s e d can be taken into the context not happy, which they will claim. If it gets to Court and they offer out of court settlement, start haggling at 150% of what they offer

RedDeath · 22nd December 2006, 17:56

Cheers Craig,
Yeah one of the great british bands that never got enough recognition.
Thanks for the advice 150% of any offer is a good starting point, i'll keep that in mind. I'll send off a S.A.R - (Subject Access Request) and see if it is included in the notes. Might also ask for compensation for the time it took to fix my car but see what happens from any notes.

benjee · 23rd December 2006, 10:14

Red,

As you work for NU then i'm sure you are aware that when a S.A.R - (Subject Access Request) is made nothing can be changed. Advisors are told not to put anything in notes that could be offiensive as a customer can request to see all comms on them (SAR). This includes every page of notes, all calls relating to them and any letters sent by the Company.

Compliance deal with these requests regularly, and you should be aware if you work in the distributon side as its part of your training under 'compliance'.

If you need more information see the pulse.

(a fellow NU worker)

RedDeath · 23rd December 2006, 20:53

Hi Benjee,
Yes, I agree, the notes should be left on the system, but after speaking to someone in IT, there are ways for those notes to be "ammended" without the customer ever noticing. Sure, there are ways to check if it has been ammended but that is one side the customer never sees.

I thankfully no longer work in distribution, made the move to IB, so I'll keep an eye on the pulse. In the meantime I will wait till the new year before posting the S.A.R - (Subject Access Request). I am just curious if and how much they would pay for it, after all I am in it for the money. Also, working for NU I am a bit cautious in case this does come back and bite me in the arse!!!

23rd December 2006, 23:51

reddeath, I realise you are quoting facts on your file but please can you edit the post that actually states the word as this is an open forum and one of the rules does state about not using words that are swear words or getting round the filter. I think we got what you meant. Thanks

ginge · 14th February 2007, 20:28

it is very easily amended but its also leaves a trace of the last activity but which user. PM me your claim number (should be a 9 digit number beginning with a 1 (theres been a new system in since august so i haven't used the old system much)

Just Chris · 25th February 2007, 12:05

If you woro there, you will also know that they can tell who accessed the file and when.

Then you'd be in a whole heap of trouble for accessing your own policy details.

RedDeath · 25th February 2007, 14:52

Sorry haven't been back on this thread for a while. Still unsure if I want to chase this one up.

Lets face it if i can make money from it I am up for it. But it would have to be a serious amount. I am more annoyed at how long it took me to get my car back. Atrocious claims handling. I unfortunately had a couple of non fault accidents and every time they were hideous. So i simply don't insure with them. No house or car insurance, gone elsewhere and have no intention as a customer of ever re-insurring with them.

Lets just say that information was passed on to me.

Trojan1401 · 26th February 2007, 10:47

RedDeath,

As you work for NU, can you not just report this via HR & the person concerned would be disciplined. If you went for damages etc for defamation do you not think life at NU would become a little unbearable for you ?

Just a thought !

xrchris · 26th February 2007, 11:23

Was thinking the exact same thing Gary.

CAG Products - We think that these will help you to make your claim or Reclaim your Right These sales also help us to keep helping YOU and keeps this site free of third party adverts!

Small Claims Kit	Small Claims Court Guide New Edition	CallBurner - Skype CallRecorder Review	Last Will & Testament Kit	Fight a Motoring Ticket

Alternatively you could purchase a CAG email address here, or maybe you'd prefer our address labels here
UPDATE: Consumer Forums ConsumerWiki is now LIVE - click here: ConsumerWiki N.B. Please note - due to postage costs these products are only available in the U.K.