Customer relationship marketing apparently depends on who you talk to

An interesting way to do business. I had to phone my insurance company regarding my partner’s handbag, which was stolen out of my car. The first claims person at the call centre DECLINED some items, as I couldn’t offer proof of purchase - which he said was “company policy”.

So I hung up thinking that I was not going to get the items replaced. A few minutes later I phoned back to offer a new perspective and got someone else. Without having to offer any new argument, they agreed to pay - with no proof of purchase!!

This shows a lack of clear guidelines and/or company policies, which is a disaster. Had I not phoned back I would probably have changed insurance companies, but now I am very pleased - however I have told friends about this who will now have the idea that if they don’t get what they want the first time they should just hang up and call back!