Insuring With Norwich Union Direct - Abroad Call Centres

[mooreda]

Norwich Union Direct has most of its Customer Service base abroad. I have recently been dealing with a relatives motor insurance claim. My relative was involved in an accident where a Norwich Union Direct policyholder was at fault. The incident occured at the beginning of November and is a straightforward hit in the rear/side.

Despite Norwich Union Direct accepting liability, the claim has not been settled. The car was written off but as everything is handled abroad, the service has been appalling.

In addition to the above, my wife works for another leading insurer and has to deal with NU on a regular basis and has the same problems.

MY ADVICE TO ANYBODY IS THIS - IF YOU ARE HAPPY TO DEAL WITH A FIRM THAT HANDLES ITS CUSTOMER BASE ABROAD THEN FINE, BUT IF NOT, DON'T CONSIDER INSURING WITH NORWICH UNION DIRECT.

FIRMS SUCH AS CHURCHILL, DIRECTLINE, TESCO, DO NOT HAVE OVERSEAS OPERATIONS.

[craigwalton]

This reminds me of a time when I worked for a Household insurer, and a Norwich Union insured car drove through the front of the house. I rang india to sort out Quantum (how much they were going to pay), got through to India & was told they were denying liability - on the basis that it must have been the houses fault!!!!

Believe me, the Insurance Third Party Department dont like communicating with India too

[embo]

Originally Posted by mooreda

Norwich Union Direct has most of its Customer Service base abroad. I have recently been dealing with a relatives motor insurance claim. My relative was involved in an accident where a Norwich Union Direct policyholder was at fault. The incident occured at the beginning of November and is a straightforward hit in the rear/side.

Despite Norwich Union Direct accepting liability, the claim has not been settled. The car was written off but as everything is handled abroad, the service has been appalling.

In addition to the above, my wife works for another leading insurer and has to deal with NU on a regular basis and has the same problems.

MY ADVICE TO ANYBODY IS THIS - IF YOU ARE HAPPY TO DEAL WITH A FIRM THAT HANDLES ITS CUSTOMER BASE ABROAD THEN FINE, BUT IF NOT, DON'T CONSIDER INSURING WITH NORWICH UNION DIRECT.

FIRMS SUCH AS CHURCHILL, DIRECTLINE, TESCO, DO NOT HAVE OVERSEAS OPERATIONS.

I completely agree with you!
My husband had an accident in August, someone crashed into the back of him, and it has been an absolute nightmare!!!
He still hasnt got the car back, they first told him it was being written off, then they were reparing it, then it was being written off, and on and on it goes.
We have received letters from the other party's solicitor saying norwich union have ignored all their letters.
When my husband rings, they cant understand him and vice versa.
One day he was on the phone telling them how unacceptable the service had been (after months of having no vehicle) because unbeknown to him a courtesy car was not provided - He got to a point were he realised the "advisor" wasnt listeneing at all, and just kept on repeating "mmh mh" to everything, so my husband said "your useless arent you" to which they replied "mmh mh" he said you havent listened to a word ive said have you - they replied "mmh mh"

An absolute joke.
The other party hasnt accepted liability, so my husband has no car and they have taken his no claims until they have decided who is at fault - when it is quite clear who is at fault.

We are still waiting.

We will never ever use them again, and we are warning every one we know also.

[mooreda]

If you are unhappy - then complain straight to the top - contact details are as follows - this is the Head Office Complaints which are handled in the Chief Executives Office -

General Insurance Customer Relations PO Box 78 Surrey Street Norwich NR1 3EB

Internet Norwich Union UK: Car insurance, Life assurance, Travel insurance, Health insurance, Home insurance, Mortgage protection, Lifetime Mortgage and Investments

Mike O'Sullivan
Director of Customer Relations
Chief Executive’s Office

Telephone Number
01603 682556
Fax Number
01603 685359
E-mail address
osullim@norwich-union.co.uk



Hope this helps - please keep us informed

[Theadmiral]

I've got nothing against our fellow citizens of India, but as you all say, it is a bit much when they use them in call centres for English based firms and they don't understand our language. Had same problem when sorting out some issues with the "3" phone company. Every time I said something or asked the chap a question, he said " hold on, I will have to speak to my supervisor" And very often it is us who is paying the phone bill for their elongated conversations!!!! They said that having a call centre in India, reflects their "Global" operations. What a load of c**p, cheap labour more like! Mind you I do have a bit of a problem understanding our Scottish neighbours who again seem to be popular with call centres. Are they hoping that by confusing us we will go away!!!!

[buzby]

Interestingly - and some may call me a cynic, I live just a 2 minute walk away from the futuristic gin palace that Norwich Union call their 'Customer CallCentre' located in North Glasgow, which was opened only last year.

Hunderds of staff are bussed in daily but it was only when I walked round for a quote, did I discover a few interesting things. Although the building is sual-branded NU and RAC Insurance (which would seem that this is yet another branding exercise), it was not a 'customer facing' centre. and if I wanted to speak to someone, I had to do it from the phone at reception. Fair enough. Where does India come in? Why, the Glasgow centre is SALES, and you get english speaking (ok then, Scottish) whilst you arrange to give them your money. Once you have done so, all other back-office functions, like renewals, claims and customer service are handled exclusively in India. Not a proportion, or on overflow, but at all times.

I decided not to bother. I also discoverd that Esure similarly - despite being based in Glasgow, now ship their calls to India. Sorry, but I'd rather support British jobs first, but I'm finding it difficult to ensure this happens, especially if NU's sneaky sales policy is commonplace.

[ginge]

Originally Posted by craigwalton

Believe me, the Insurance Third Party Department dont like communicating with India too

hahaha no kidding there

[humbleman]

I don't think this is do to with where the call centres are, India, Japan or Scotland for that matter, its to do with training, if they are properly trained then they can do the job. Most of the overseas staff are just computer operator and just read/follow the script.

[ginge]

I've applied for a coachin secondment to Norwich Union in india, so fingers crossed I'll kick give em in the arse for u!

[xrchris]

Originally Posted by humbleman

I don't think this is do to with where the call centres are, India, Japan or Scotland for that matter, its to do with training, if they are properly trained then they can do the job. Most of the overseas staff are just computer operator and just read/follow the script.

I have to agree with that - i deal with many insurers on a daily basis and it is so frustrating having to tell insurance company staff the terms and conditions of their own products.

[benjee]

Its not all offshore centres that are the problem, its the language and terminology barrier. (a bit like in England we say Jay but some Scots say Jye for the letter 'J' )
Working for NU, I also resented our jobs going offshore but you find that majority of the advisors out there are as good, and on odd occasions better than the staff in the uk.

Lets face it there will always be staff who have habits of putting you on hold, cutting you off, talking to their colleagues and mis-informing you. Its commonplace in any Company - its staff monotony but should be down to the managers to clear it up, who alas will probably take a backseat as long as their team is hitting targets.

Like Ginge, i've applied for an offshore trainer role, as its not so much the product knowledge but more on customs and culture that needs to be improved so they understand things like 'immersion heaters' and the like. Remember offshore lifestyles vary greatly from ours.

With regards to Buzby, NU also has a modern contact centre in Norwich itself, yes this is sales but it also deals with RAC direct calls (sales & Cust' service). What you probably didnt realise is that M & S, Asda & Barclays also operate from the Glasgow centre for sales, & Customer Advice all underwritten by NU.

The whole point of being a "DIRECT" company is that you dont have walk in centres or shops. They are direct over the phone or web and by doing this they limit the amount of overheads which are passed to the customer. Yes there are drawbacks like not having a cover note immediately - but if you want one it can be arranged next day delivery using Royal Mail. If thats not good enough then a local broker will help you find cover, but then you may find a higher premium or less cover just to have this service from that broker.

[xrchris]

Originally Posted by benjee

Working for NU, I also resented our jobs going offshore but you find that majority of the advisors out there are as good, and on odd occasions better than the staff in the uk. <snip>

Remember offshore lifestyles vary greatly from ours.

Offshore? are these call centres based on oil rigs or ships? I wish they would use a more correct term.

Originally Posted by benjee

If thats not good enough then a local broker will help you find cover, but then you may find a higher premium or less cover just to have this service from that broker.

You are equally as likely to have less cover provided by a direct writer. In fact NU are typical in charging you for extras as opposed to their non-direct policies.

[benjee]

Originally Posted by xrchris

You are equally as likely to have less cover provided by a direct writer. In fact NU are typical in charging you for extras as opposed to their non-direct policies.

Not at all. They tailor the quote to what you want. Yes the extras are available, but if you dont want them why have them ?

[ginge]

Benjee, did u get the position?? No one that applied at clubline seems to have been accepted, its been filled with ppl for NUI life, in distribution

[xrchris]

Originally Posted by benjee

Not at all. They tailor the quote to what you want. Yes the extras are available, but if you dont want them why have them ?

Yes but why should an NU Direct policyholder have to pay for the privilege of being provided a courtesy car when this is free on NU's non-direct policies. I and most other people would consider this an essential part of a motor policy.

[benjee]

As you say "You" consider this to be an essential part. There are plenty out there that dont. Same as legal expenses, personal accident and protected no claims.
Its down to personal preference. You would be surprised at how many dont take the add ons, then find they wish they had in the event of a claim.

NU Direct and NU operate 'similair' policies but not the same. The whole point of direct is that you choose the cover you want and in most cases, going direct can still save you money than going via a broker who will add theyre percentage.
Many people dont realise that if they use a broker, the policy may be underwritten by one company, the legal by another, the courtesy car provided for a limited time and so on. Using a direct provider, 9 times out of 10 these are dealt with 'in-house' by that company - thus saving you ££