You may of been in the insurance business for 20yrs; I was in customer service for 20yrs and I wouldn't of been if I'd replied to our customers in this manner.

You should remember that the definition of a complaint is "an expression of disatisfaction, oral or written, justified or not"


If this is how Chris Knott treats customers, then I won't be phoning them come renewal time.

Thank god I am in Liverpool, Now I do not need to waste my money on a phone call to a company that advertise's that it DISCRIMINATES against people just coz of were they live.

I have lived in Liverpool for 40 years, had a car since I was 17 and have never had a claim, I have owned many cars from a Porsche to a Robin Reliant, and my last 8 cars have all been Volvo's, so why do companies like yours not insure safe drivers like me, or when they do it's pay through the roof ?


I think the answer is they are just GREEDY BA**ARDS !!!

And then have the cheek to advertise free on 250 forums to tell us how great they are. Ha

Firstly, if CK's underwriters won't cover certain postcodes, it's nothing personal...so getting hot under the collar and claiming that it's discrimination isn't going to do much good. Of course the counter-argument is that CK ought to expand their range of underwriters...

From my own point of view, as a former CK customer (with two policies), there's not a lot of love lost here. On one occasion, CK tried to *double* my premium, only for me to end up back with them, paying more or less the same as I did the previous year. How on earth that position can be justified, I do not know.

I no longer insure with them (for either policy) for one very simple reason - their premiums have become uncompetitive, and by a significant margin. I know a great many people who pay less than £250 for their insurance (my premium a couple of years ago on my S70 was only a shade over £300, and I was 24 at the time...my parents' policy barely breaks the £100 barrier).

The blanket 20bhp rule (no doubt, again, imposed by an underwriter) is one of the most stupid things I've ever heard...and clearly devised by someone who has very little knowledge of the subject.

Finally, there have been acute problems with answering the phone on several occasions. For one of my two policies this year, I was entirely unable to get through to somebody, despite numerous attempts. The second time took 2-3 calls. The only remote parallel I can draw would be HIC, who seems to have a 20-minute queue whenever you call (but do tend to quote well).

As a former customer, I'm saying this for your own good, Chris Knott. Get some new underwriters, and get your act together! The current situation seems unsustainable for the club's "official" insurance scheme.

cheers

James

Have to say, Tim, old lad..you ain't exactly covered yourself in glory with this.
Having been in Sales and Marketing for over 35 years..and therefore knowing a little about customer facing skills..your "approach" is somewhat questionable.
I've actually insured with you for the last 3 years...AND just renewed...but I have yet to test your actual service because I've never made a claim.
I did..as your company requested..give you the opportunity to quote for my wife's car..or at least I tried...but gave up when you wouldn't answer the phone.!!!...she went back to Esure.!!
'nuff said.???
In the interests of fairness I should add that when I HAVE spoken to your staff I have received polite and courteous service.

Neil

Hi Brian
I’d like to sincerely apologise for the nature and tone of my reply to your post. It was unprofessional and I am sorry for the offence I caused you.

After working here for over 20 years, I maybe took the comments to heart and therefore didn’t distinguish between business and personal, and effectively let myself down.

In this, I also apologise personally as well as corporately because upon re-reading it, it shows a level of immaturity in itself.

No hard feelings I hope and I wish you all the best in your insurance matters!

Only took you over a week to realise that you were out of order? Or was it that we had to complain before anything was done. Personally I will never use your company and will also warn other members about your 'customer service'
As for you being the preferred insurance company. It is a poor move by the club and members should think again and look elsewhere

It's worth pointing out that the club have a long-standing arrangement with CK, and this business of uncompetitive quotes and poor coverage of modified vehicles is a fairly recent development. That doesn't mean it can't be reviewed, of course...

Perhaps we can look at things from a more positive angle? Tim - is there any news about progress on the underwriters / modification front? I do appriciate that CK are not the only insurance company to be affected by this situation. I also hope you don't take it too personally...car insurers are notoriously unpopular with the general public, and we are a nation of moaners, myself included! Of course the counter-argument is that if you work in that sector...you ought to be used to it by now!

cheers

James

20 years? we thought you were the work experience boy :D

but seriously - kudos to you for apologizing.

I'm sure if you can manage to not be insulting AND be good at your job - all will be forgotten :) your 20 years of experience should help greatly in that respect one would think!

QUOTE TimatChrisKnott

I’d like to sincerely apologise for the nature and tone of my reply to your post. It was unprofessional and I am sorry for the offence I caused you.

In this, I also apologise personally as well as CORPORATELY because upon re-reading it, it shows a level of immaturity in itself.


Self induced apology, OR instructed to do so from on High as a damage limitation exercise?

I have my own views and will insure elsewhere!

Remember Tim, " YOU DON'T GET A SECOND CHANCE TO MAKE A FIRST IMPRESSION "

Darryl

wrong dept to start....on hold...................hi poor line....................on hold......................................getting board...............plesae continue to hold your call is important to us....................................yawn........ .....???????.....£800. direct debt intesrt £905,24.......total.........wow im so pleased i phoned you thank you for the loss of the time i wont get back wasted on the phone......gphillips