Finweek English Edition - - BUSINESS TRENDS - LEANI WES­SELS leani.wes­sels@fin­

THE FIRST FEW WEEKS into a new year are al­ways a lit­tle slow, but it seems Hol­lard In­surance’s em­ploy­ees have been on an ex­tended hol­i­day. I phoned last year (1 De­cem­ber, in fact) and spoke to what I as­sumed to be a very help­ful call cen­tre agent to can­cel my pol­icy. It’s easy to sign up over the phone, I fig­ured, so why wouldn’t it be as easy to can­cel? I was en­cour­aged by the fact that my first im­pres­sion was great: my call was quickly an­swered and the process smooth. Oh, these sneaky in­surance agen­cies. Much to my sur­prise the debit or­der pay­ment went off as usual in Jan­uary. The agent warned me that would hap­pen for De­cem­ber, be­cause I’d can­celled on the first day of the month. But by Jan­uary I should have been cut loose al­ready. I phoned again and this time spoke to an­other friendly and ef­fi­cient call cen­tre agent, who in­formed me my query was logged but that noth­ing had been done about it yet. She said she’d speak to her su­per­vi­sor, who would get on the case as soon as pos­si­ble. And I have to ad­mit I was fooled again. Four work­ing days later and I still haven’t heard any­thing and have no idea whether I’ll be re­funded for Jan­uary’s debit.

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