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How This Big Insurance Company Lost A Small Account With Poor Service

July 13, 2006

Some 2 weeks ago I received my car insurance renewal notice. It’s from this company (Let’s call them Insurance Company A) that did the coverage since when I got the car. I left it for a week or two, waiting for my credit card monthly cut-off date to pass so that I only have to pay at the end of following month (which is what I call an interest-free short term loan…).

So the other day when I wanted to renew the policy plus reduce the sum insured (old car), I dug out the renewal notice and called the agent who stamped her name and contact on the notice.

What followed were 2 different conversations with this agent, a Chinese lady. I’m not a stickler for politeness and good service, but this lady was just rude and uncouth. Throughout the two conversations, I felt like she wasn’t interested in me or my account at all – it was like talking to those arrogant hardware shop owners who isn’t really interested to do business with you.

A day later she faxed me a recalculation of my premium because I had asked for a reduction in the sum insured. It was a small table with items named ‘L.L.C.’ and ‘O.C.’ and a charge of RM110 and RM20 respectively. Only that the ‘L.L.C.’ and ‘O.C.’ were struck off without any explanation but still charged. Just like that. I’m thinking LLC doesn’t stand for Loo Lay Chong and O.C. isn’t that TV show.

Look, I’m not making a big deal about my money and my small, pitiful premium payment (to them, but it’s a big sum for me). I’m sure as an international insurance firm they handle thousands of cases like mine in Malaysia alone, and hundreds of cars more expensive than my house. But this kind of poor service and attitude gives them a bad name. At least tell me what on earth they are charging me for. So I called up this agent again.

“Oh,” she said, “the hundred and ten is for your road tax, and the RM20 is the runner fee for renewing it. Like that also you don’t know ah?”

Come on, man. Big corporation like yours, please don’t issue notices like a mamak shop issuing receipts for my itemized nasi kandar.

After the third call, I got fed up. I called up the insurance company B who handled my previous car. They had a call centre system, but as I remember they were extremely nice and helpful, especially last year when I made a claim for a huge accident.

Since it was a new policy for them, they immediately (yes, immediately) got an agent to call me back (unlike the earlier company, where I made all the calls…), this nice cheerful lady, who offered to come to my office to deliver the cover note and free gift.

Lesson learnt today – I’m sticking with company B. And I’m going to recommend them to any of my friends who are looking for insurers. And I’m going to rant about it in my blog. Good service goes a long way, even among small fries like me.

(Sidenote: Some of you might notice the new WP template. What do you think? 🙂 I’m still testing and modifying, maybe some time next week I’ll try another one.)

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