Norwich Union Insurance - OK until you need to claim, then beware !!! (Norwich Union)

Member Name: nssrac

Product:	Norwich Union
Date:	04/12/04 (1206 review reads)
Rating:

Advantages: None

Disadvantages: Problems when need to claim

Each employee blames the other and passes responsibilty in a never ending loop so you always end up back with the person promising resolution but never being able to deliver. Would appear to rely heavily on call centres with people not motivated to deliver customer satisfaction in many instances. Poor management structure.
Events include poor phone calls, missed return phone calls, wrong advice given, wrong redirection of calls, obstructive behaviour bordering on rudeness, and work being passed on to people going on annual leave (therefore being unable to follow the complaint through). On one occasion one of their agents hung up !!.
My house is now in an unfinished state with the kitchen held together with self tapping screws and the breakfast bar held up by raw pieces of wood. Each phone call I have made recently to NUI office has resulted in a manager or other person from the Bradford office ringing with assurances that the matter is in hand. (claim commenced late October - now Early December)
Have made formal complaint to Cheif Executive of NUI and am awaiting response. Will update as to progress made.

Summary: