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I’m not sure whether to laugh or cry. Insurance is a product which we all have an emotional attachment to. We expect it to be there when we need it. So when I needed to make urgent change to a car insurance policy I thought OK it won’t be a problem. In fairness I should have paid more attention to the fact that it was an on-line policy, little did I know at the time you cannot actually talk to a person to sort out problems.
But when the problem is ‘the login does not work and the account was not set up properly by the supplier’. It means you cannot log in to make the changes, you cannot speak to anyone. The automated help desk says you have to login and you cannot cancel the policy because you cannot log in. I should have paid more attention to the most popular question on website. ‘How do I cancel my policy’.
The thing is, the changes we need to make are fundamental to the policy and we all know that if you don’t update your policy it can be null and void. The current advice is don’t contact us, we’ll contact you.
Yes its a supply chain issue, a simple example of how moments of truth (come back Jan Carlzon, all is forgiven), product development and emotional attachment are interlinked and are so easily damaged.
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