Thursday, March 15, 2007
Computer says no...
So... my insurance wrangle goes on! After phoning them this week only to be told that there was nothing on my claim and that a quote had not been received and the work had not been approved my patience finally ran out. After navigating the voice system and being transferred the conversation went something like this:
Me (polite): Hello. I was wondering if you could let me know how my claim is doing. You see, I would like my car back as soon as possible and it's been over a week already.
Them (In voice of Little Britian Character "Carol Beer"): There's nothing on your file. We haven't received a quote from the garage doing the repairs yet.
Me: I'm sorry but you have. I was told you received it last week.
Me: I was told by yourselves it would be £1400 after you tried to write my car off.
Me (exasperated somewhat): What do you mean no?
Them: There's nothing on the computer...
Me: I was told the claim had been authorised and the repair would go ahead.
Me: So can you tell me what is going on?
Them: There's nothing on the computer. We're wating for a quote.
Me (Sounding like John Cleese a la Dead Parrot Sketch by now): But I was told that was all taken care of! What happens now?
Them: We need a quote from the garage.
Me: OK. So can you chase that then please?
Me: OK. Can you let me know as soon as possible when you know?
I kid you not. This is practically verbatum. This conversation did not leave me with a warm and fuzzy feeling and sure enough after 3 hours I wasn't rung back. Again. This time I had had enough so I rang and made a formal complaint. They asked me to go through all my problems. I was on the phone for a looooong time!
It turns out that the computer crashed when I first registered my claim. As a result I had two claims running when someone tried to correct the problem and I only had one number. Why the company reps I talked to previously couldn't spot this is beyond me. I now have the actual claim number with the information attached to it! The upshot is that I got an apology and they are assessing my complaint for compensation. Fact is I would much rather they got things right in the first place! It has been hard work and stressful so I have earnt any compensation they pay me quite frankly. I am hoping it will at least cover my excess but I doubt it somehow.
I rang the garage myself by the way. Turns out I will have to wait three weeks for them to get the new locks for my car. They have to come from Japan. Surely it doesn't take three weeks??
For those of you who have never seen Little Britain, the following clip should illuminate who "Carol Beer" is. Ladies and gentlemen, it would appear that I took out that insurance policy!