Getting a UK number for an insurer with call centres in India

Reezer

Reezer

Reezer

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Joined
27 Oct 2002
Posts
897
I'm still trying to sort out my Still disguised swearing car insurance and am getting absolutely nowhere with Norwich Union's Indian call centres.

I'm not racist but if the difference in language prevents my claim getting dealt with I want to speak to a brit.

I've rung India 10+ times and whenever they stop understanding you they just transfer you to another operator who does exactly the same thing. Even their complaints dept are rubbish... I have an open complaint but I'm also happily resolved, fighting the claim and sponsoring a child to go to the North Pole.

Their latest is that I'm happy with the pairs, happy to accept 50:50 and the case is closed. In actual fact the car is still off the road 'waiting for parts', I will accept no liability whatsoever and the claim is pending a reply from the other parties insurer.

I'm going to write a letter to the ombudsman service but I can't imagine that will get it sorted in the short term. Does anyone know how I can get through to someone who not only knows what is going on but has the skills and inclination to do something about it?
 
You're paying the cheaper price that follows from cheaper service... Guess you get what you pay for...
 
Dolph said:
You're paying the cheaper price that follows from cheaper service... Guess you get what you pay for...
Click to expand...

Yea but I saved about 10% and am receiving 1% service. Infact I can't see how it could be classed as service - I'm doing everything and just getting impeded by their operatives. They should be allowed to trade like that. It's like a cheap-o buger place giving you raw, gone off ingredients in a flaming mould-covered paper bag - it's essentially the same as a buger but not quite there yet...
 
Many insurers just employ a generic call centre, whose operators may be taking calls from a dozen different companies customers. The operator just gets a whisper in their earpiece telling them which company to answer the telephone as. Dialling a UK number won't necessarily get you a UK based operator, modern telephony allows you to sit anywhere on or off the planet ;)
 
try going to the Norwich Union website, there are different phone numbers on there, I got through to the UK HQ when trying to deal with life insurance after zero joy with the overseas call centre
 
when you ring just dont press any numbers they (IIRC) have to provide a way of people without a touch tone phone to connect. This works for the RAC.
 
When I phoned NU none of the indian people had a clue what the hell an induction kit was, but on my 4th time of phoning I got through to an english person. I think they do have a uk call centre, maybe just keep trying if you can;t find a direct number.
 
6thElement said:
NU own RAC ;)
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Lol. The RAC was significantly cheaper on insurance than NU for me, though NU were reasonable.

To the OP, if you can't get through another way, maybe get someone else to call for you? see if they have a better chance of understanding the accents? (got any indian friends? :) )
 
I totally agree and think it is horrendous that NU is now dealt with in India. I mean do they even have traffic laws in India? From the evidence I have seen they aren't exactly abided by! Thus however could one logically explain an accident to someone who has never driven on a UK road? I don't really mind things like Tech Support going out to India but things like this really grind my gears!
 
I stopped insuring my car with NU due to their Indian call centre, I just couldn't understand them at all - I'm with Egg now and so far I've always spoken to someone in this country when contacting them :)
 
Ring the sales number, you're guaranteed to speak to a well-spoken English person. :)

Seriously though, when I got my insurance with Elephant a year or so back (not with them now) all through the process of sorting out the policy I was dealing with English people who were obviously well educated. The moment I signed on the dotted line and gave them the money for the policy all I ever spoke to when I needed to query the policy or inform them of modifications were Indian call centres.

Obviously once they've got their money from you they don't care... but it was truly shocking how much of a difference the service was between pre-sale and post-sale.
 
laissez-faire said:
Thus however could one logically explain an accident to someone who has never driven on a UK road?
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Thats a little harsh, holding an Indian license entitles you to drive in the UK on a tempoary basis. Their driving ability as a race has nothing to do with it.
 
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