I have insured my property for several years. I receive a renewal notice every year, but this year the deadline passed without me being told anything. Then he received a strange email two weeks later saying he was effectively being fired for “upgrading internal systems.”
At first I thought it was a scam. It did not include any personal information or insurance policy numbers. I called, heard the music on hold, “Nobody Does It Better,” and spoke to a woman who didn’t seem to know anything about the matter. As if to add insult to injury, the email ended with, “We hope you will continue to choose our company.”
PG, Bradford
I too thought it was a scam because of the attitude and poor writing in the email. “What does this mean to me?” asks the anonymous author at the end of a paragraph that repeatedly mentions “you.”
Surprisingly, it’s legal. “As part of a major transformation program, we are developing a new digital platform. This has caused us to be temporarily unable to provide updates to some of our customers,” he says. “We understand your frustration and apologize for any inconvenience caused.”
The company’s website tells potential customers that it cannot provide quotes because it is “working on something new,” and directs them to apply through a price comparison site.
What is this transformation program? According to a company report written by someone as literary as the email’s author, it is “the future evolution of the claims ecosystem as part of fixing insurance forever.” Nothing but.
Our goal is to create a “seamless customer journey.” It certainly gave you, and perhaps others, a smooth escape through the back door.
If you’re going to abandon a long-time customer, at least do so gracefully and with a little remorse.
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