Logical Choice Insurance at Brightside Park in Bristol, England

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Reviews about Logical Choice Insurance

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  Part 2: Matt, in customer service who would not let me speak to his line manager just relentlessly telling me ‘there was nothing he could do until I paid the cancellation fee’ as if off a script without considering any of the information I was telling him. I explained, processes are made in businesses and I appreciate he has to stick to them but there are also exceptional circumstances that need to be dealt with appropriately and often by a manger. He told me he would ‘speak to his manager’ which having ran call centres with a poor staff member here and there was a ‘fob off’ as it was clear by his tone nothing was going to get done and he was telling me what I wanted to hear. However, I gave him the benefit of the doubt and asked when he would call me back to manage my expectation so I wasn’t left without a resolution. He told me he was calling straight away and come back to me, around 7 hours later and at 4pm (an hour before they close) and still uninsured and unable to leave work that day, I called them as it was clear Matt wasn’t calling me back, after spending 47 minutes on hold the receptionist manage to get me through to Matt. He made no apology for not calling me back and confirmed to me he had no intention of calling me back that day as it was ‘now with his manager as a complaint about the service they offer’, a very different expectation to what he set on the previous call. He appeared rushed and told me to just wait 48 hours for a reply, I couldn’t help but feel let down that this was the level of service I was getting from what was a high end insurer. To me, even the way this solution was conveyed was insincere and it was clear I was wasting my time. I explained how this was an exceptional circumstance and that all I wanted to do was continue to give my business to them and re-insure the car, I just was unwilling to accept a £700 fee by logical choice to insure them as it was unreasonable and that anyone who looked at this could see that. I made it clear not only were they about to lose a customer for a lifetime but that having taken legal advice, given the circumstances and evidence I had to prove I was out of the country, my solicitor would be willing to contest this charge in court. Matt, reluctantly passed this message to his manager upon my request ( despite previously telling me it took 48 hours for a response before) again there was ‘nothing they could do’. I don’t accept there is nothing Logical choice could do, the manager was sat across the table from Matt, they should of got on the phone and looked to acknowledge and resolve this situation, instead they took the easy option and not only lost a customer for life, they will not be able to recover the £700 fee in my circumstance but will also potentially lose future custom as a result of me having to write this review and get in touch with Gareth Evans given no manager would take the time to speak to me and resolve this issue, all they seemed to care about was making a quick £700 that within their power they could waive and reset up my annual insurance contract that was worth much more, how short sighted? So, today I have had to leave my car in the office car park and get a taxi home whilst awaiting a response ‘after 48 hours from a manager’. All of this could have been avoided if a good manager had taken the time to consider my account, the money I spend and the circumstances to see this was not grounds to charge a cancellation fee . No good manager would of tried to take £700 from a loyal customer in this circumstance then offer to reinsure them when there are so many other competitive insurers around. An example of a good company that has gone bad. Gareth, I hope you use this an example of how not to treat customers in your office to prevent other customers from having the same experience I have had. Dominic Nowell-Barnes
  by Mercedes Lindley

  October 23, 2017

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