ash amliwala´s profile

Reviews (15)

World First Travel Insurance

COULD DO BETTER

I bought the travel insurance over the phone and it was painful. The sales assistance was boring and read out all the set questions like a parrot and had no real knowledge of what I was asking. it got to the point I almost told him to forget it. I was short of time and had to get the insurance. In future I will get it online and not talk to a sales person. Looking at my phone bill it has cost me over £3.00 in one phone call.
Not a thing to be repeated for sure. Too painful. I do understand you have to ask all the questions but show some interest and have some knowledge of what you are selling.

10 December 2013

Reply from World First Travel Insurance

Dear Ash

Thank you for your feedback, which we really do appreciate receiving.

I am sorry your experience with one of our male members of staff was not as you would like. Unfortunately we are so heavily regulated that we have no alternative but to use quite in-depth and sometime lengthy call scripts.

It sounds like you declared some existing medical conditions which would explain the length of the call. All sales of travel insurance are on a non-advised basis. Accordingly our team are unable to offer any advice as to which policy to buy or indeed how to answer the questions during medical screening.

As for the comments in respect of the tone and lack of knowledge I will be asking a Supervisor to try and locate a recording of your call for review as part of our Quality Assurance programme and to see if the member of staff concerned requires further ‘soft skill’ training.

With regards to the cost of your call that does surprise me. We generally use 0845 numbers as they enable us to react in the event of a disaster and offer us the ability to port calls to an alternative site should we need to. I am however reviewing this area of the business and hope in future to be able to offer an alternative.

If in your particular case you need to call us again then please dial 01392 287450 which is a standard BT number for Rothwell & Towler.

I hope this is satisfactory and very much hope you give us another chance next time you need some travel insurance.

Regards


Martin Rothwell
Managing Director

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ash amliwala´s profile

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ash amliwala
Reviewer
Female, 1952
waterlooville, United Kingdom

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