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car insurance - insurer trying to retrospectively charge more

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Quote Originally Posted by Saint-Just View Post
Quote Originally Posted by SeePee View Post
I guess its just a question of who you consider to be a junior member of staff, in my experience its usually an Assistant PA who does the initial sift to filter out the nutters.
It does probably depends on the business you're in. The more likely your customers will complaint to try and get compensation, the higher ranked and the greater experience in handling complaints.
In my experience, polite letters of complaint to the CE usually work. Sometimes they read them, sometimes the CEs PA filters them. The PA generally knows the CEs mindset and passes the complaint to a reasonably senior bodkin to deal with. Said senior bod generally takes care to try to achieve a resolution given that the matter has passed to him from the desk of the CE. Script reading Customer Service drones usually get nowhere near these issues.
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