Co-op Insurance. Claims made over the phone

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Thu 18 Sep 2014 17:19
Co-op Insurance. Claims made over the phone - pullgees

They don't send forms out, y'know the ones where you explain in writing how the accident happened and draw a sketch. Now it's all done over the telephone verbally where the advisor makes a judgment based on your explaination and advises if you have a chance of a no fault claim or not.. Bad idea. There are problems here. Judgment is dependent on how well the advisor was listening and the articulation of the their customer. Whereas filling in a form you have time to get the facts straight in your head word it precisely with the right choice of words that best describe the accident.

Why they have changed the time honoured method of making a claim baffles me as my time with the advisor took about half an hour of which I had to explain it twice to her as she was getting the wrong impression. I can't see how it's cost effective..

Can I insist they send me forms?

Edited by pullgees on 18/09/2014 at 17:25

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Thu 18 Sep 2014 23:29
Co-op Insurance. Claims made over the phone - Chris M

And they will have software to tell if you are telling porkies. Can't do that with a form, can they!

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Thu 18 Sep 2014 23:34
Co-op Insurance. Claims made over the phone - dan86

When we have a accident at work when have to phone the insurance company to explain everything and get a claim reference number and fill out a form with all the details and a little sketch. The form is ok it only takes 5 minutes to fill out but phoning the insurance company takes ages.

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Thu 18 Sep 2014 23:49
Co-op Insurance. Claims made over the phone - pullgees

And they will have software to tell if you are telling porkies. Can't do that with a form, can they!

I heard about that, on it's own it's is not enough but raises suspicion. Perhaps then they may send out a form. I got photos as well which she didn't seem interested in.

Next time I'm going to use a high street broker- er... not Swinton - so I can talk to a human being not some box ticking lie detecting droid.

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Fri 19 Sep 2014 10:46
Co-op Insurance. Claims made over the phone - Cyd

Here's a really outlandish idea:

How about writing a letter?
Append your photos and diagrams to it.

Do it as a Powerpoint, even, and email it in.

I know, it's wild inside my head this morning!!
Think I'd better lie down!

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Fri 19 Sep 2014 17:39
Co-op Insurance. Claims made over the phone - oldroverboy.

When I had my little "scratched" wing on the epica on a roundabout where some kind person pulled out in front of me and I stopped and an overhanging bit on their trailer lightly scratched the wing above and behind the headlight, and then claimed whiplash X 3 the insurance company were happy to have the photo of the driver running back to his van the phoyo of the scratch the full diagram and my complete explanation but said ho hum 50/50 when I called a couple of hours later till they got the claim for whiplash 3 months later upon which they were grateful for my memory and sent out an ex traffic cop investigator who cleared me. But I didn't get my ncd back until the other side refused to go to court in support of their claim.

(Did I get thanked for saving them money?)

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Fri 19 Sep 2014 18:45
Co-op Insurance. Claims made over the phone - pullgees

Perhaps they have come to an agreement among themselves to declare 'shared fault' on minor scrapes that way they save admin costs and wrap the claim up in minutes. I sense corruption.

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