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I am a Customer Relations Manager for Norwich Union
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.
Nice to hear that Norwich Union takes customer relations seriously, and considers CAG a good place to work on this. Welcome. This will be interesting to see how it goes.
Re: I am a Customer Relations Manager for Norwich Union
Hi & Welcome
Just wanted to say that I've just recently contacted another of your colleagues Darren Cornish via this forum. The response and the speed of the reply was fabulous - email sent on Saturday, acknowledged on Saturday, response to request on the Monday.
Thanks for putting yourselves in 'the firing line'.
Re: I am a Customer Relations Manager for Norwich Union
jojosa, Hi. Thanks for your comments - you have given me a spring in my step on a dreary Friday afternoon. Becca is new to the team and is going to help me help people on here. Have great weekends - hope the sun shines at least a wee bit. Darren Cornish
Re: I am a Customer Relations Manager for Norwich Union
You know, one of the most frustrating things about dealing with banks and other companies in relation to claims is the cynical attitude they have.
I'm sure that most of the banks have performed a cost/loss analysis and decided that it's going to be cheaper to mess the customers around in the hopes that claims will be dropped than it would be to deal in a fair and straight forward way.
So I have to say that it is a breath of fresh air to see someone like you (and Darren) coming here with the motives you have expressed.
It certainly makes me class Norwich Union differently to some of the others!
Re: I am a Customer Relations Manager for Norwich Union
Originally Posted by MEOB
You know, one of the most frustrating things about dealing with banks and other companies in relation to claims is the cynical attitude they have.
I'm sure that most of the banks have performed a cost/loss analysis and decided that it's going to be cheaper to mess the customers around in the hopes that claims will be dropped than it would be to deal in a fair and straight forward way.
So I have to say that it is a breath of fresh air to see someone like you (and Darren) coming here with the motives you have expressed.
It certainly makes me class Norwich Union differently to some of the others!
Thank you very much for these comments, I can completely understand why this kind of attitude is frustrating and I'm hoping that we can start to break down these attitudes where possible!
Re: I am a Customer Relations Manager for Norwich Union
Dear rebecca,
Sorry to bother you, I was with Admiral insurance until a couple of months ago. I asked them if I could cancel my policy due to the fact I was not happy they were not going to cover me for my handbrake failing on my car. The indian guy on the phone told me I would have 0 charges to pay in order to cancel it so I thought it would make sense to cancel it and go with an insurer. However I got a letter through my door asking for £98.36 in order to pay the full premium. They explained that this was due to the fact I had made a claim on the account due to a vandal scratching and breaking into my car and this is in my terms and conditions.
One of the advisors then listened to the call in which I was wrongly advised that I would pay nothing if I cancelled and stated he had not informed me of this.
Firstly I would like to ask you if it was fair that my insurance company did not take the claim on for my handbreak failing and also do you believe it to be fair that I was wrongly advised of what would happen when I cancelled.
Regards
Craig Inglis
Re: I am a Customer Relations Manager for Norwich Union
Hi Craig
Firstly, can i just say that I'm sorry your having these problems.
Seconldy, although i'm not able to comment on Admiral and their policies, I can talk in general terms. car insurance does not cover mechancial failing, so your handbrake breaking would not be covered by a car insurance policy, if however you caused damage to yours or another car because of the handbrake failing, that may be a different story.
In terms of being given wrong information, this is never a good thing and could I suggest you ask for a copy of the call when you had it confirmed that there would be no charges. This then gives you something to go back with and say "I was misinformed, please reassess this charge" you also have evidence if you want to make a complaint.
I hope this helps, I'm sorry i can't talk more specifically.
Becca
Re: I am a Customer Relations Manager for Norwich Union
Beccus, I'd like to extend a very warm welcome to you - I hope this is a trend that other insurance/financial institutions follow - actually listening to their customers.
Re: I am a Customer Relations Manager for Norwich Union
Becca just to let you know I phoned them tonight and I did not lose the head just told them again about the scenario.. they then phoned me back at 9 at night apologizing for calling so late but saying they would drop all the charges
Re: I am a Customer Relations Manager for Norwich Union
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?
I am a Customer Relations Manager for Norwich Union
Re: Hello
Re: I am a Customer Relations Manager for Norwich Union
Originally Posted by MEOB
