Saturday, March 03, 2007

CUIS Issue Follow-up

I have to report a change of heart at CUIS.

After blogging about my experience with CUIS, I forwarded a link to the entry to a communications person with a note about my disappointment.

Within an hour or two I received an email and then a phone call from a CUIS contact person reversing the decision to cancel my mother's home insurance. Did my blog entry make a difference? Who knows. But, this blog's stats show three log ins from the insurance provider in that time period. Screenshot of stats page below.

Certainly if I had done nothing my mother's insurance would have been cancelled.

I was told that there had been an error made by a "new call centre employee" and that this was totally opposed to the company mission. Well, I'd like to think that was the case but I dealt with three individuals over the past few weeks and each of them conferred with a supervisor before giving me an answer. One never called me back. The other two gave me the same answer--the policy would be terminated-- and I was told that a letter had been issued from the company to this effect, surely needing approval from a higher level. This leads me to think that anyone calling the contact number on their policy with a similar situation would receive this result. And unless they were able to access a higher level of decision-making through their own advocacy would lose coverage.

I congratulate CUIS on their speed at rectifying a poor decision but remain skeptical that this was an isolated poor call. It just shouldn't be this hard to get an insurance company to stand by a lifelong customer. But I'm sure glad that they made the right call in the end.

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