My car insurance is up for renewal next month and while I’m happy with my current provider, a new company called Blue Insurance, has been a bit of a talking point recently.
I first heard of them when I heard one of their representatives on the radio. They sounded like a forward thinking company that was going to shake up the local industry a bit. For example they have a 2 year policy which guarantees no increase. A breath of fresh air so :-)
Until I sat down to try and get a quote.
Please don’t misunderstand me. This is not a hate post about the company. I’m merely highlighting the frustration I felt and some fundamental customer service mistakes I experienced.
So back to getting a quote. I happily went off to their site (really easy to navigate and find info), clicked on the “car” link and prepared myself for what I believed (hoped?) would be a stress free and quick process.
While I expect to be presented with a certain number of questions, some of the required information were really un-necessary and a waste of time. For example, there is a question whether a 2nd car is kept at the residence. You have to answer this.
Now I could say NO, but being the cynic that I am, I figured this might be one way for them to get out of a potential claim, because there IS a 2nd car at the residence. So I click yes.
Which presents me with this.
Fair enough, except I don’t know the information and it means having to call another person to get the info. Waste of time and annoying. I should not have to bother answering this in the first place. I want insurance for my car. And yes, I get that they want to try and gain additional business by knowing the 2nd car’s details. But by frustrating me, the likelihood of this is close to zero.
So I click the “…you don’t know Car registration” link and I get the following form.
At this point, I’m annoyed but still willing to give them my business, so I start filling in the form.
Except the Registration Year dropdown does not present me with any date. I can not pick one.
The Body Type is not available (SUV):
and I can’t select the engine size or style.
By this stage I’m getting more annoyed and wonder will I even bother carrying on. BUT I decide to keep going, only to be presented with yet another stumbling block.
Penalty point details.
I have 2. I think I got them almost 2 years ago but I have no idea of the exact date. Again I could just pick any date but this would mean correcting details at a later stage. More time wasted.
So I decide to call the RSA on the number Blue Insurance kindly provide on the form.
Except of course they’re closed because it’s after 6pm. So I decide to call Blue Insurance and I’m greeted by; “All our agents are busy right now……”. MORE frustration.
But I’m still sold on the perceived benefit that came across during those radio interviews and adverts (top marks for that :-) ), so I did what a lot of people do in this day and age, I went on twitter. Surely that will fix everything.
My conversation is highlighted below. There’s no point being nasty, because as I know very well, people on the other side react better to genuine queries rather than a rant and also, it’s simply not necessary.
My first comment shows my frustration but subsequent interaction is friendly and yes, I still really want them to SELL ME INSURANCE :-D
I waited for them to follow me so I could DM them my number so I could give them my money. Even after all the frustration.
I decided to try again the next day when their social media person was back online. Yes, I was still willing to give them a chance.
So, the next morning I tried again. I’m still smiling :-) Mostly.
and received the following reply.
which is when my patience finally ran out and Blue Insurance lost at least one customer and probably more.
As someone who deals with customers every day, that’s not the way to deal with a potential customer. A very frustrated one, who has been tying for 2 days to buy your product. The person may not have been aware of this but my tweet SHOULD have alerted them to the fact that this had been an ongoing conversation, looked at the history and resolved everything by asking one of their CS reps to call me.
Instead, that was apparently the end of the conversation. And I decided to stay with my current provider.
Again, this is not about placing blame or having a rant or wanting someone to “pay”. Its about a potential long term customer taking the time to point out a frustrating experience.
It might help someone to figure out a way to streamline their processes and gain, not lose customers.