Communication

[Andy Collins]

If any one thing has been learned since my theft, its how important communication is with your clients. I've kept in touch with those clients where necessary so they are in the picture, so they dont look elsewhere. SO.........

Why on earth cant insurance companies, assessors, if fact all involved do the same???

My biggest gripe is feeling like Ive been left in the dark, to try and second guess their next move. They are so quick to take our premiums, but cannot seem to pick up the phone, its down to us to do the chasing.

So my point is, if for any reason you have to let a client down, do them the common courtesy of a phone call, dont leave them guessing. Its no good having the best kit available if you cant be bothered to talk.

[Mac McLennan]

Tell them you will post 'your experience' with their company on Arbtalk.......Most of us use the same insurers.

[Dean Lofthouse]

I know the feeling Andy.

 

One thing that really gets to me is most people will find they wont be covered. There will be some get out on the insurance companies side.

 

I had two problems with the MEWP.

 

I got paid out for the machine £10k less than I had insured it for, because they said they could only pay the balance owing on finance and they wouldn't pay out for VAT I had paid up front or payments made.

 

I then got told my public liability insurance didn't want to know after I told them my passenger in the MEWP was badly injured and was suing me for compo.

 

The reason ???

 

Because at the time the MEWP went over I wasn't doing tree work, I was operating it while my passenger did some pointing on a gable end. When I took out the PL insurance they asked me what I did and I said tree surgery.

 

I have always tried to be honest in life, but I have found out at vast expense that being honest will cost you dearly.

 

So the next time, god forbid, I have to claim on insurance, I will tell them what they want to hear.

 

I should have told them we were removing a self seeded tree in the rainwater guttering .

 

Not telling little white lies could cost you dearly.

 

I have always thought it would be a good idea to have a web site where people could post reveiws of company performances, where companies would be accountable and where cowboy companies could be exposed.

 

The concept would be too difficult to manage as you would get one company trying to stitch another rival company up.

[Andy Collins]

In this day and age of the latest whizzbang technology for communication it seems to me that the biggest failing is that the human element are the weakest point. We have so many ways of "instant" communication, mobiles, landlines, emails, txts, the list is almost endless, so why cant this be used more efficiently? Never before has it been so easy to stay in touch, keep people up to date with progress reports.

IMO only the Police service have met my expectations, with regular updates, follow-up calls, emails and site visits. Even got ther "Victim of crime" brochure, ha!

But this isnt meant to be a direct criticism of any one company, more a pointer as to how I feel as a customer, who hasnt been kept informed, and I do feel its worth addressing if you run a company yourself.

[Dean Lofthouse]

Keeping you informed is, at the very least, a basic part of the insurance companies customer care.

 

When such basic levels of customer care are overlooked then that company should be critisised.

[Bundle 2]

If your insurers are really dragging their heels you should warn them that failure to recompense your business for loss of eqpt will result in further charges for loss of earnings.....Insurance companies across the spectrum are fast getting a bad reputation IMO.