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No claim bonus

Hopefully i’ll never have to institute a claim against Mutual & Federal again. After being the victim of a parking lot collision, I followed up my third party claim against the guilty party’s insurer. The claim was submitted a month ago but I haven’t heard anything since.

Mutual & Federal was quick to answer but even quicker to put me on hold. Three transfers later I was on to the right guy. What’s happening with my claim? I asked. The conclusion after his brief investigation was that nobody was dealing with my claim because I hadn’t phoned to complain yet. However, he did promise to assign someone to the case now I’d finally contacted him.

Dumbfounded and infuriated, I asked to speak to the manager to find out why my case had been left idle for a month. He refused, saying my complaint wasn’t serious enough for his supervisor’s attention. It was my fault for not phoning earlier, he said.

After insisting to speak to a supervisor I was put on hold and then cut off. I phoned back and was put on hold again. Eventually I found someone willing to take down my details, with the promise of a return phone call from the manager. I’m still waiting. And I still haven’t received my money. Thanks guys.

SCOREBOARD

Time taken to answer a call: 10 sec

First impression: 3/5

Ability to answer query: 0/5

Courtesy of agent: 0/5

Overall score [not an average]: 0/5
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