Tea with Matt: Customer service quality of two insurance companies.

This is the second article contributed by a reader, Matt, who used to be the owner of an SME.

As many of us probably have whole life insurance policies, Matt's recent experience is of interest to us. Well, it is definitely of interest to me since I have one policy from AIA and one from Prudential. The former was bought some 16 years ago while the latter was bought some 25 years ago. There will come a day when I will have to surrender them.

As Matt did not reveal the names of the two companies, we can only wonder at their true identities. Go ahead and read about his experience and, perhaps, try guessing which two companies he visited.

Recently, I terminated two Whole Life Insurance policies after having paid the premiums for 20 years. As is the same for most of us, the original agent who serviced me then was no longer in the business and it was practically left to me to speak and deal directly with the companies. That was when the level of customer service I received was a revelation. Let’s just name the companies A and B.

Company A

I called up the agent who was listed as the agent servicing me to enquire how I should go about terminating the policy. The disinterest was felt from the way the answers were given. Of course she probably did not receive any commission from my policy after 20 years but to her credit, she sent the form to me a week later. I asked whether I should send the forms back to her and she encouraged me to go to the office directly so as to get the money faster.

Fine, I did that and submitted the form with the original policy at the concierge counter. A lady at the counter took the form and original policy from me after looking through. I enquired how long it would take to process the documents. "Oh, we will call you" was all that she answered. I thought, "They are an MNC. Surely, they will call me."

Ten days later, there was still no phone call from the company and I thought it was strange to take so long to process the documents. So I went back to the company and asked for an update. I was given a queue number and directed to see a CSO. She checked my IC and told me that I had missed out submitting a form. She printed the letter and showed it to me.

 

The letter was dated one day after I submitted the document. I told her I did not receive the letter. The initial response was, maybe, it was the postal service’s mistake. She promptly printed another set of forms and got me to sign them.

 

My signature was compared to the one I had used in the original policy. She told me that there was a slight difference in my signatures. Of course there was, signatures could have changed in 20 years, whaaat (Singlish)!

 

She asked me to try and sign as similarly to the original as possible or else the auditors might question them on the discrepancy. Huh? Anyway, not wanting to give her a hard time, I tried my best to reproduce my signature used 20 years ago.

Then, I was told that the cheque should be ready the next day. Not wanting to take a second chance of not receiving the cheque, I told her that I will personally collect the cheque two days later. The very next day, lo and behold, the letter which was supposedly sent to me was in my mailbox, a full 2 weeks from the date it was supposed to have been sent.

Not wanting to jump to conclusion, when I went to collect the cheque, I took the letter and asked the CSO who served me earlier and asked her whether she initiated the sending of the letter after I told her I had not received the letter. She said that she did not. So it was not the postal service’s fault after all!

This episode set me thinking on the deficiencies of the customer service in this company :

• When forms are handed in, no acknowledgement or reference number was given to confirm that documents were received. I did not think of this earlier but after going back home after submitting the documents, my wife asked me whether I had asked them for an acknowledgement. I told her that they are a MNC and should have a system. She looked at me incredulously and told me that I should always ask for an acknowledgement, MNC or SME, especially when handing over original documents.

 

• Why did the letter that I was supposed to received the next day after handing over the documents reach me 2 weeks later? Compounding the effect was the fact that the agent did not send me the form and the concierge did not spot it as well when she checked my documents at the point of submission. Come to think of it, their premium due notices also reached me after the due date. I told the CSO that there must be something wrong with the way and timing of the company’s letters being sent out.

 

• Only the cheque was given without any other documentation such as a copy of the termination submission form.

 

Company B

On the day I went to seek an update on the status of the termination at company A, I also went to company B to submit a termination notice. I was all prepared to demand that they handle my submission properly and promptly as well. What a surprise and a refreshing reception I received when I was at the front desk.

Within 2 minutes, I was sitting in front of a CSO who went through the details with me and explained what the process entails. She filled up my forms and got me to sign the documents. I asked her whether my signature is different from the original policy. Her answer was that it did not matter. She had prepared a form for me to sign that declares that my signature is as the current one.

 

Next, she offered to deposit the cheque for me into my bank account so that it would be banked in as soon as the cheque was issued that afternoon. All I had to do was just to sign a form confirming my bank and account number.

 

She also offered to send me a copy of the documents once the cheque was out. That afternoon, the cheque was deposited into my bank account and the very next day, I received a mailed copy of the documents as well as a copy of the cheque and deposit slip!

Two days later when I went to collect the cheque from company A, my wife came along and we went over to company B to enquire on her policy. The front staff checked her IC and told her on the spot what the surrender value was without having to even see a CSO and it took less than 1 minute. My wife was impressed, especially after the service I had received at company A.

Was it a coincidence that company B’s policy performed a lot better than company A, monetarily wise, at least as far as my policies were concerned? I am comparing apple to apple here since both policies had the same insurance coverage face value and were bought within one month of each other twenty years ago.

Needless to say, I filled up a customer service form and gave the CSO an excellent rating. I normally would decline to fill up such forms.

 

Related post:

Inflation adjusted retirement income plan.