Good Customer Service is Good Insurance

I received an email from a reader asking for some customer service advice. Here is

their question and my answer. Any comments? Thanks.

 

The other night about 10pm, and I went online to get an e-quote on some health insurance. I filled out the basic form request and reluctantly, filled in my phone number. I did select the check-box that stated to call in the mornings. Within two minutes, I received an e-mail with some companies that would give me specific quotes. And then the phone rang. It was 10:10 p.m and a sales agent was calling in response to my request. I was appalled that someone would be calling my home at that hour to try to sell me something. I understand the nature of sales but this seemed very out of line. He seemed a bit put out that I declined wanting to discuss my insurance needs at this late hour.

For me, part of the appeal with doing business on the internet is the convenience of doing things on my clock and not having to deal with sales people. I would rather read the info on my own and then generate my own business call.

Any advice?
thanks

 

My Answer:

 

Dear Anonymous,

All I can say is, UNACCEPTABLE! I assume you were sincere in your attempt to find the right insurance package. But, any company that would call at that time of night is not someone to give your business. This is a desperate sales agent, not a professional.

Insurance people should be taught to be counselors not salespeople. When we ask for advise on insurance, it is usually a very personal issue. You have every right to be appalled.

Unfortunately, the convenience of doing business on the Internet sometimes is off-set by dealing with unprofessional individuals and companies. I believe that for something as personal as insurance, calling the well-known reputable names in insurance is worth any extra premium you pay.

Thanks for the comment.

D.C.

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1 Comments

  • Merckh Fernandez

    Shame on that agent or representative. This is totally Unethical and down right Unprofessional. The fact that they provided some boxes to tick on for contact availability is only a facade to cheat on customers. This isn't delivery of promise. This is cheating and it's totally frustrating. On the lighter side, this company must check with their IT people. The button that supposed to prompt representatives was not working well. It must have been messed up why it wasn't following the queue. Still, this might be a good excuse but not a valid reason. By the way, there's a law that prohibits telemarketers, even market researchers not to call beyond 9:00pm respondent time. Right? This one is way past that. This should not be tolerated. Anyway, this experience must have made that person think of one insurance company less to consider when buying in the future.