Discussion
"All we want them to do is put in writing what they keep telling us over the phone..."
An insurance company that we have been billing (in accordance with their procedure) have recently made a few changes to how much they will payout on some policies. This change was implemented sometime last year but, to date, the insco have not officially updated us with these amendments.
As before, we have been calling their 'authorisation line' prior to commencement of works and the insco have given us a figure which they will pay out - should we agree to undertake the work. As of August 2006, any insurance policies taken out after that date were subject to a price capping. The limit in place pretty much mean that it is no longer viable for us to carry out 75% of what we did previously.
For a period of six-weeks, we followed procedure and carried out a load of work for people insured with this particular company; not at any stage did they make it known that there was a price-cap in force. This meant that a batch of our invoices were paid with shortfalls which amount to quite a bit collectively. Having taken this up with the insco, we wrote to the relevant dept requesting that the invoices be paid in full (on the count that no T's & C's had been officially amended). The letter was sent to their head office, located in the east of England.
We received a response to our letter - by phone - from a person in India.
We politely requested that any correspondence should be in writing, preferably on paper. The person calling agreed and promised to organise a written response. For two weeks: nothing. Nish. Nada. Zilch. So we wrote to H/O again at the same UK address. Again, the response to this letter came via a phone call (from a call center) in India.
Time to complain.
Following the complaint, we received three more calls from the same person, "Prema", at the same call center.
"We would like this escalated..." blah, blah, blah.
Miss XX - team leader at the CC in India assured me that she will look into why this has gone on so long and why a letter was not written after we requested one. She didn't call back; Prema did. She went on to instruct us what to do etc etc., in the same way she did the first time she called.
A WRITTEN RESPONSE is all we are looking for.
So far, three letters to Norwich have been replied to by phone calls from India. The CLOSEST we have come to a written response is Prema promising to see if she can get someone to email us (her problem being that they cannot send letters on headed paper from India).
INTERNAL EMAIL? BACK TO THE PERSON IN NORWICH WHO FAXED/EMAILED/DICTATED OUR LETTER TO YOU IN INDIA? And tell THEM to send us a professional response??
What can we do to get a written response from this company?
Apologies for the essay; thanks in advance for any replies.
Paul.
An insurance company that we have been billing (in accordance with their procedure) have recently made a few changes to how much they will payout on some policies. This change was implemented sometime last year but, to date, the insco have not officially updated us with these amendments.
As before, we have been calling their 'authorisation line' prior to commencement of works and the insco have given us a figure which they will pay out - should we agree to undertake the work. As of August 2006, any insurance policies taken out after that date were subject to a price capping. The limit in place pretty much mean that it is no longer viable for us to carry out 75% of what we did previously.
For a period of six-weeks, we followed procedure and carried out a load of work for people insured with this particular company; not at any stage did they make it known that there was a price-cap in force. This meant that a batch of our invoices were paid with shortfalls which amount to quite a bit collectively. Having taken this up with the insco, we wrote to the relevant dept requesting that the invoices be paid in full (on the count that no T's & C's had been officially amended). The letter was sent to their head office, located in the east of England.
We received a response to our letter - by phone - from a person in India.
We politely requested that any correspondence should be in writing, preferably on paper. The person calling agreed and promised to organise a written response. For two weeks: nothing. Nish. Nada. Zilch. So we wrote to H/O again at the same UK address. Again, the response to this letter came via a phone call (from a call center) in India.
Time to complain.
Following the complaint, we received three more calls from the same person, "Prema", at the same call center.
"We would like this escalated..." blah, blah, blah.
Miss XX - team leader at the CC in India assured me that she will look into why this has gone on so long and why a letter was not written after we requested one. She didn't call back; Prema did. She went on to instruct us what to do etc etc., in the same way she did the first time she called.
A WRITTEN RESPONSE is all we are looking for.
So far, three letters to Norwich have been replied to by phone calls from India. The CLOSEST we have come to a written response is Prema promising to see if she can get someone to email us (her problem being that they cannot send letters on headed paper from India).
INTERNAL EMAIL? BACK TO THE PERSON IN NORWICH WHO FAXED/EMAILED/DICTATED OUR LETTER TO YOU IN INDIA? And tell THEM to send us a professional response??
What can we do to get a written response from this company?
Apologies for the essay; thanks in advance for any replies.
Paul.
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