Norwich Union not quoting people happy
August 1, 2007
Consumers all around the UK have become familiar with the catchphrase ‘let us quote you happy’ used by Norwich Union, one of the better known insurance companies in the UK. However, according to recent reports the company has been failing dismally to quote people happy, and many customers have been left dissatisfied with both service and price when it comes to motor insurance with the company.
The results of the survey have indicated that Norwich Union is actually considered the worst insurance company for UK motorists. There were 45 insurance companies that were reviewed as part of the survey, and there were points awarded for customer service as well as for value for money. Out of all 45 insurance companies Norwich Union actually came in at the bottom of the table suggesting that it is the worst insurer for UK motorist.
The results of the survey were compiled using responses from 30,000 Auto Trader readers. At the op of the league was NFU Mutual. The problems with customer service from Norwich Union appeared to be the result of foreign call centres, where staff do not seem to be communicating effectively with customers. Customers also highlighted poor value for money on the policies, and said that the company offered very little in the way of flexibility with its policies.
With regards to the level of service offered by staff in foreign call centres, a spokesman from Norwich Union stated that there was little difference between UK and foreign call centres, although responses from survey respondents suggested otherwise. One official from Norwich Union said: ‘Independent customer research has shown there is little difference in the quality of service offered from our Indian call centres to our UK ones.’
Alan Wright
1st August 2007
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