The day started with renewing my car insurance. I used Quidco and Moneysupermarket to check the prices of my existing provider. Endsleigh came up in my search and I had a very favourable impression from my "Travel" Insurance of last year. I tried filling in the detailed quotation but came across a few problems with filling in the quotation form. A duplication of entry of my address and then a complete stop with looking up my car from the registration number. I abandoned the task and renewed with my original company. However, I have subsequently received an email quote! So my information got through to you. The email quote contains a web link for further information - that link asks for the quotation reference - but that is not in the email. First fruitless exercise for me and faulty process for you.
Having renewed my Motor Insurance, I took out the renewal notice addressed to me on the 11th August inviting me to renew my insurance MUL 7636368 - the very thing that had so impressed me last year about Endsleigh. The letter said I could do this via a phone number or the website. The website asked me if I was an existing customer - so I used that tab to find that I should have a logon and password. Without these two, I decided to ring to find out the renewal price. I used the local number but gave up after waiting 15 minutes. I then used the 0800 number with the same result after 15 minutes. I tried both again with similar results after 15 minutes each. I went to the website and looked on the contact us page with some 20 telephone numbers. I picked the direct debit number to try to find a link to your sales service. They put me through to the same customer service line and after another 15 minutes as before I gave up again. I returned to the contact us page on the web and looked for an email contact - there is none on that page. I used Google to find a contact form. The form asked if my enquiry was about different types of insurance but I used it to try to make contact. One last try on the local phone number got through at exactly 15 minutes to a very helpful person called Mathew McKullock (I think), however he was unable to answer my price query and agreed to have me called back at 3PM - Ops no call back!
3.15pm I called the local line again and after 8 and half minutes I was answered and I asked to be transferred to a customer service manage. I was asked what could solve my problem and I stated that I needed to know that my complaint, which I believe is common to many other of your customers, is being solved.
My problem is small but Endsleigh's problem is more serious and I need to know that the company is attempting to solve these problems.
1. Insufficient phone service staff (average length of wait and how many ring offs can be measured and monitored). 2. The Web quotation system is faulty (You can measure how many people do not fill in the complete form and leave the web site). 3. The contacts page should have an email address for those who cannot contact through the phone. 4. The quotation process is faulty where it asks for the quotation reference and this is not supplied on the email. 5. Renewal notices should quote the renewal price for the service. 6. If you hope to retain customers then the returning customer webpage should allow for easy navigation to existing services.
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Advantages: Friendly, and sometimes cheap insurance for a standard car. Disadvantages: Takes them time to do anything and are bad at returning money on cancelled policies.
ergot 11.07.2000 ·
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Review of Endsleigh
Aug 30th, 2008
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