March 2008. Appalling customer service from their S. African call centre employees. Just wanted to add a new item to my home contents insurance. Incorrect documents were sent. Then I was passed from pillar to post when I tried to get it put right. Ended up phoning 5 times.
The call centre employees were patronising and contradicted one another. The first said he could carry out my requested change to my policy and set up the direct debit but when the documents arrived they showed he hadn't made the change.
The second employee said the first could never have promised to make that change to my policy "because it wasn't company policy to change insurance during the course of the policy". He didn't believe me (!) and said he'd have to listen to my phonecall with the first employee. Hhe promised to phone back in 24 hours.
Needless to say, no phonecall. I left it two days before I phoned again and third employee said the second one "could never have said they'd phone back that quickly" and that it takes 7 days to get permission to listen to a phonecall.
I complained and a was told a manager would phone me. She did, but although my landline was free she phoned my mobile and left a curt message saying she was "returning my call". No word as to getting my insurance sorted out, nor the patronising incompetence of Budget's call centre operatives.
I could go on but I'm just too frustrated - this is just to warn people that Budget Home Insurance customer service will treat you, the customer, like dirt.
In the end I gave up trying to get my policy altered and, with only a month to go on my Budget policy anyway, vowed to go with another company never to return.
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A rotten experience for you. Sounds as though Budget need a few lessons in customer service, I don't blame you for seeking out a new insurance company, perhaps if more customers voted with their feet they'd get the message!
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