Finweek English Edition - - BUSINESS TRENDS - MICHIEL LE ROUX michieller­oux@hot­

HOPE­FULLY I’LL NEVER have to in­sti­tute a claim against Mu­tual & Fed­eral again. Af­ter be­ing the vic­tim of a park­ing lot col­li­sion, I fol­lowed up my third party claim against the guilty party’s in­surer. The claim was sub­mit­ted a month ago but I haven’t heard any­thing since.

Mu­tual & Fed­eral was quick to an­swer but even quicker to put me on hold. Three trans­fers later I was on to the right guy. What’s hap­pen­ing with my claim? I asked. The con­clu­sion af­ter his brief in­ves­ti­ga­tion was that no­body was deal­ing with my claim be­cause I hadn’t phoned to com­plain yet. How­ever, he did prom­ise to as­sign some­one to the case now I’d fi­nally con­tacted him.

Dumb­founded and in­fu­ri­ated, I asked to speak to the man­ager to find out why my case had been left idle for a month. He re­fused, say­ing my com­plaint wasn’t se­ri­ous enough for his su­per­vi­sor’s at­ten­tion. It was my fault for not phon­ing ear­lier, he said.

Af­ter in­sist­ing to speak to a su­per­vi­sor I was put on hold and then cut off. I phoned back and was put on hold again. Even­tu­ally I found some­one will­ing to take down my de­tails, with the prom­ise of a re­turn phone call from the man­ager. I’m still wait­ing. And I still haven’t re­ceived my money. Thanks guys.

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