All I wanted to do was to renew my car insurance.I follow the instructions on their website and it shows me a total amount I need to pay. Then, the system shows an error page instead of showing a payment page.Tried for over two weeks but the same error page keeps showing up.
Being a responsible citizen, I send an email to them explaining the error. They send me a template email back with the instructions to renew a policy that I had been following for the last two weeks as is. Deduction: They didn’t even read my query and sent a casual response.
Being an even more responsible citizen, I call them up. And that’s where the nightmare begins.The first person I talk to, takes down my insurance number, and hears my grievance. And then quietly forwards my call to the sales department. He could have forwarded the call without wasting 10 minutes of my time explaining it to him.
The sales guy hears me out again for five minutes, and decides even he needs to forward my call. And so I wait. Suddenly, the network trips and I have to start all over again.
I call them again, and the entire cycle repeats with one small change. The sales guy this time understands my query and says I have to wait for the system to be back up and then make the payment.And then he tells me that the system keeps crashing often, so I need to keep checking regularly. I mean.
So anyway, I don’t have the time or energy to log in to ICICILombard.com every five minutes because believe it or not, I do have other work to do. So I ask them to give me a call or an email the next time their system is UP. And I assure them that as soon as I get that call, I’ll instantly renew my insurance.
The guy then pulls off one of the dumbest moves ever. He tells me that I should check the website in a couple of hours and if the system is down again, I’ll need to call them again.
I ask what point would it be because in the end I would have the same conversation that I’m having right now. Is there an alternate solution?He says to check the website in a couple of hours and if the system is down again, I’ll need to call them again.This goes on for a while. I impart basic logic and assessment of the situation to the kind person, but he just keeps repeating the same loop over and over.
So basically: I’ll have to pay them money for renewing the insurance. I’ll have to waste my time to check when(if at all) their system is back up. I’ll have to send them emails and keep calling them if their system remains down. While they, sit on their bottoms counting all the money they have made talking like idiots on the phone and providing zero help to their customers.
Over and out.