- Overall
5.0Overall
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Claims Experience
3Claims Experience
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Customer Experience
5Customer Experience
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Value for Money
7Value for Money
Poor communication & disorganised
My claims experience was very poor, no communication from claims officers, I had to follow up on many occasions only to find that my claims had been filed in another claim and consequently not reviewed. Staff were very apologetic however did the same again the next time I needed to submit a claim. They had 10 business days to respond however didn't not request any questions or further documentation until the 10 days were up... Not once but twice, I was rang ah on the 10th business day requesting further info. AH on a Friday was too late for me to respond and when I did I was told I will get an outcome in another 10 days. I'm still waiting on an outcome of a claim which has now been with the claims officer nearly 5 weeks. I understand the request for more information delays outcome but no communication and misfiring of claims documents is just poor customer service.
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