Amazed at the poor customer service from Sky Insurance

[imi]

The club. It covers us for things like the event being rained off, i.e. anyone who has pre-paid gets a refund if the drag racing doesn't take place (There are some T&C's, but the club would never be able to afford to purchase this insurance independantly)

 

Thanks for the clarification, from what I can see it certainly makes sense for some club events; most definitely doesn't make sense for quite a few members. Perhaps that is the role that they continue to play and everyone is happy.

 

The perception is that being the club insurer they would automatically be at-least one of the competitive ones if not the most competitive for members - sadly that is too far from reality.

Edited August 11, 2011 by imi (see edit history)

[Abz]

I doubt I'll be going back with Sky, service was appalling. I got quite angry when basically the one agent called me a liar, 15 minutes later he realised he was wrong, never apologised & that was enough for me. I cancelled the 2nd year policy with them & I was only 1 month in!

[Homer]

Did the insurance company pay out in the end for last years rained off POD ?

 

Can i ask what else they've done.

 

Seems like a growing number of members aren't getting

either very good service or very competive quotes, me included.

 

Yes, they did help us get the refunds out last year. We have much clearer set of T&C's this year so it should be smooth if the worse should happen.

 

Thanks for the clarification, from what I can see it certainly makes sense for some club events; most definitely doesn't make sense for quite a few members. Perhaps that is the role that they continue to play and everyone is happy.

 

Yes, it would be impossible to get an insurance company to offer a best price for all members in all areas. We are looking at the insurance section carefully and of course feed back to Sky at an upper management level. JB had a call with the MD a couple of weeks ago to try and rectify some of the issues the members (and also mods) have been facing with Sky. We have been assured they are addressing some of the issues, but it may take some time.

 

The club management here are not ignoring the issues people are discussing, far from it. We are trying to get the best option both for the club itself and the members. This doesn't mean Sky's position as club insurer is secure, we're always willing to discuss other options, but so far we haven't found anyone else that's able to offer the club, as a whole, the package Sky can.

[DodgyRog]

I had some issues with Sky's renewal this year, it seems their frontline team just cannot offer the same prices/service that the back office staff can. I got no where until I spoke to a very helpful lady called Cassie, within a day the quote came down from £567 to £410, matching the offer from LWIB.

It does not excuse poor phone customer service though....

 

This is something that annoys me about the Sky system, is it only me that see fault in them just price matching someone elses much lower quote, I can understand if they are close, but you mention you have a lower quote from one of there rivals and all of a sudden they seem to be able lower their original quote. This also means we never see any benefit of lower premiums for being a member, as they say they give

 

I understand the club get SupraPod insurance, but this was raised from my experience with them personally over the past 2 renewals and it seem there are a fair few with the same sort of issues, including you as it happens.

 

I really found the customer service or lack of extraordinary, especially as LWIB and APlan Thatcham could not of been more helpful and were not interested in price matching or such like, in fact LWIB (Penny) actually said it was as low as they could go, so if anyone could beat them there would be no point ringing them back as they had no room for movement. APlan Thatcham only just beat them and they didn't ask what my lowest quote was before they quoted either

[Swampy442]

Im surprised Olly hasnt been on and commented on this thread tbh

[Paul]

My impression of Sky is they give a decent first year price (sometimes) and then sting you next year. I've been with my insurer for 10yrs now, they've earnt good money from me but have always been reasonable and try hard to keep the price low and react well when I phone up for further reductions.

The bottom line is that I feel a valued customer, not something the many Sky customers seem to experience.

[Homer]

This is something that annoys me about the Sky system, is it only me that see fault in them just price matching someone elses much lower quote, I can understand if they are close, but you mention you have a lower quote from one of there rivals and all of a sudden they seem to be able lower their original quote. This also means we never see any benefit of lower premiums for being a member, as they say they give

 

As I understand it this is not due to policy, they appear to have a comercial issue with one of the primary insurance companies, this is the issue their upper management are trying to address. If they can get it resolved they will be able to offer a best-price right off the mark.

 

I'm not excusing their actions for poor customer service, that is wholey unacceptable, I'm only trying to add some reason behind the issues we've all been facing with the renewals of late. I experienced the same poor quality of service from what I assume to be their level 1 staff last week too, especially one chap who was impolite to the point of rudeness.

 

Lets see how thing go in the next month, if it doesn't get resolved then of course the club management will consider Sky's position here.

[dangerous brain]

Well it's Insurance time again, so my renewal comes through at the normal over inflated price, just over £500 this year.

 

So the normal ring around for quotes starts and I get the cost down to £398 Inc lost keys, no claims protection, like for like, £250 excess etc

 

Pretty much every specialist I spoke to under cut Sky by a large amount

 

I have been with Sky since I got the Supra about 5 years ago, so left them until last. I called them and ended up having to ask for a call back through the online system for the next day. Well no biggy and I get a call the next day and I have to ask if he can call me back as I am unloading the lorry with a customer and can't really run through the whole process of getting a new quote, but explain I have had several quotes well below the renewal price.

 

I get a response I really didn't expect from a company that have had my trade and money for a long time, let alone the fact they are supposed to be the club insurance

 

The guy says well I guess I will have to give you another call later, this was said with an attitude, as if I was realy putting him out, this was on Monday and due to me being with a customer and not really concentrating 100% I didn't actually say anything about his attitude at the time

 

Anyway we get to today and still no call back, so due to the attitude I received I decided to call them today and ask them to make sure my insurance is not renewed automatically, I think I spoke to the same guy, but I could be wrong, he never questioen why or anything, just asked for my postcode and name to confirm the account and said okay that's done.

 

Just find it totally amazing and not what I expect from any company viaing for my business, let alone someone I have been with for several years

 

The other thing which annoys me with them while I am having a whine about Sky, is the fact they over inflate renewal prices and expect us to do all the running around to get a lower price, but then offer to price match. As the club Insurer are we not supposed to get a discount, so surely we should get a price match plus club discount on top

 

Well anyway I won't be using Sky Insurance anymore

 

For those that want to know A-Plan Thatcham gave me the lowest quote with Livingstons very close behind. All 3 companies I mentioned are offering pretty much the same policy from the same Underwriter, just Sky wanted over £100 more for it

 

A-Plan Thatcham every time for me mate. I have in 5 years not been able to best them on price on any jap motor I've been insuring(yes they pull the renewal prank but thats up to you to monitor afaiac). SKY for all of their hullaballoo on here and other forums have been miles off the mark and I mean miles. A-Plan Thatcham have been the only company I can say hand on heart have supported my ever changing vehicle fleet and remained good VFM despite escalating insurance costs.

 

erm, have you thought that perhaps Sky simply couldn't offer you a better price than quoted.

 

I personally can't believe your insurance is so low, even at £500! I need to move to a nicer area obviously.

 

In case I hadn't already said it SKY quotations are toss!!!!! They should be ashamed of themselves calling themselves a club insurer and the club itself should be ashamed that they promote a company that systematically over quote and under achieve in their market place. If you want proof try sticking up an encompassing canvas of insurance quotes like for like and see the reality realised!!!!

 

I can identify with the OP about the attitude as well. When I got a nark on with A-Plan at a renewal that was taking the p*ss they had an advisor on the phone sorting me out with a better quote (its called the game baby) straight away. SKY just brushed me off and let me go. Obviously they make enough money from the rest of you DORKs lol

[DodgyRog]

Well I have had a Pm from Ollie asking for my details so he can look into it

 

No apology or anything though

[Safely Insured]

Well I have had a Pm from Ollie asking for my details so he can look into it

 

No apology or anything though

 

Hi,

 

yes, I always PM to look into an issue before responding.. without meaning to be rude (although I am sure it may be construed as so) please allow us the opportunity to look into feedback before requesting an apology,. there are two sides to every story.

 

Thank you

 

 

Ollie

Schemes Liaison Manager

Sky Insurance

[Scott]

Unfortunately Ollie there seems to be a number of opinions very similar to that of Rog. That has to substantiate his complaint surely?

[Safely Insured]

Unfortunately Ollie there seems to be a number of opinions very similar to that of Rog. That has to substantiate his complaint surely?

 

I can only deal with one issue at at a time, if any member needs to me look into something I am just at the end of a PM.

[Paul R]

I can only deal with one issue at at a time, if any member needs to me look into something I am just at the end of a PM.

 

Your too late - you've lost a lot of members allready - all with the same complaint.

[Charlotte]

Hi,

please allow us the opportunity to look into feedback before requesting an apology,. there are two sides to every story.

 

I can understand what you're saying in terms of two sides to every story - I just can't help thinking you could have worded a PM with 'sorry to hear you've been having difficulties, I'll look into it for you'. Without trying to teach you to suck eggs - this is standard customer care, surely?

[Purity14]

Well I cant get insurance from SKY because they said in the words of the operator over the phone "We don't really do up north".

[imi]

I can understand what you're saying in terms of two sides to every story - I just can't help thinking you could have worded a PM with 'sorry to hear you've been having difficulties, I'll look into it for you'. Without trying to teach you to suck eggs - this is standard customer care, surely?

 

 

have a look at his reply back to my complaint from a few weeks back (PM on its way) - their email responses are far from courteous.

[Safely Insured]

The guy says well I guess I will have to give you another call later, this was said with an attitude, as if I was realy putting him out, this was on Monday and due to me being with a customer and not really concentrating 100% I didn't actually say anything about his attitude at the time

 

 

Ok, as far as I can see, the crux of Roger's (DodgyRog's) complaint is the attitude that was given to him in this one phone call mentioned. I will deal with other issues raised in this thread in due course.

 

I have listened to the call now, the call in question. The call was made within 5 minutes of receiving the email from Roger requesting the call back.

 

The call is handled by our renewals administrator David. Now first of all, I need to say this, David is one if the most amicable and friendly people you can meet, he comes to work with a smile, he does a difficult job and leaves the office each day with a smile, really genuine nice guy.

 

The call I have listened to is the one you mention, you say that you are busy and can we call back, David says yes and you say "thanks bud".

 

There is absolutely no atttitude given by David at any point, the phone call is entirely amicable.

 

I am even happy to post the conversation on to the forum, but I will need Roger's written permission for this.

 

There are two sides to every strory, as a company working in the one of the most hated industries in the UK it is very easy for someone to post negative feedback and then all of a sudden people jump on the bandwagon.

 

 

Ollie

Sky Insurance

[Safely Insured]

I can understand what you're saying in terms of two sides to every story - I just can't help thinking you could have worded a PM with 'sorry to hear you've been having difficulties, I'll look into it for you'. Without trying to teach you to suck eggs - this is standard customer care, surely?

 

To be honest Charlotte, that is a fair point, I would usually but didn't in this case. I was in a little bit of a rush this morning when I PM'd Roger.

 

Ollie

[imi]

 

There are two sides to every strory, as a company working in the one of the most hated industries in the UK it is very easy for someone to post negative feedback and then all of a sudden people jump on the bandwagon.

 

What you fail to realise is that these same disgruntled members (inc myself) are extremely pleased with your competitors.

 

imi

[Suprakeith]

Well i have to agree am also not happy with customer service as rang them at start of month when relised my bank card had bin cloned so my bank shut down my account as had £800 taken out of account rang and told sky insurance explaning situation as the direct debit coundnt be paid, and have recieved two letters saying that they going to cancel policy and 1 letter from a debt collection companytoday asking for this months payment with £15 charge on top, what do they expect me to do when some low life steals your bank details and money pay with buttons

[Thorin]

Unfortunately Ollie there seems to be a number of opinions very similar to that of Rog. That has to substantiate his complaint surely?

 

Not that I've seen, although I don't read every thread these days. The main complaint I see from members seems to be that Sky are not cheaper than other insurance companies, but yet we're supposed to have a club discount.

 

In my case, Sky are not the cheapest either, but it's so close that for me it's not worth the hassle changing. My insurance has pretty much stayed the same for the past few years too, I haven't see the "hugely inflated renewal price" that others have mentioned.

 

I've had no issue with customer service from Sky either, they were very knowledgeable, and even gave me a courtesy call after renewal to say that the payment was all OK etc. and asks if there was anything else I needed or comments. I liked this.

 

 

Edit:

 

The fact that we have a "club discount" in my mind should mean that for the majority of members, Sky should be the cheaper option. It seems like this might not be the case anymore but, compared to the number of members of this forum, the number of complaints in this regard would seem to be low. However, as Branners has mentioned, Sky help us out with insurance for club events etc. too.

Edited August 12, 2011 by Thorin (see edit history)

[DodgyRog]

Okay Ollie, you can do what ever you feel you need to, but I came away from the call thinking he gave me the feeling I was putting him out and I never queried the time for the call back either

 

I must and have already mentioned I was not 100% concentrating on the first call as I was guiding a fork lift with 1.75 tons of stuff on it

 

Also Ollie, it was the impression I felt as I put the phone down and the fact I never got the call back seemed to back my feeling and I also dont understand why no one even queried why I was leaving you when I phone back to cancel the renewal

[j_jza80]

Well I cant get insurance from SKY because they said in the words of the operator over the phone "We don't really do up north".

 

I guess I won't be phoning them come renewal time! Shame as I've heard a lot of good things about SKY, this is the first time I've seen them getting grief over anything except prices.

[Safely Insured]

I guess I won't be phoning them come renewal time! Shame as I've heard a lot of good things about SKY, this is the first time I've seen them getting grief over anything except prices.

 

This is a real shame and I hope you are not serious.. sure, we have some area restrictions, in the case of Purity14 I assume he lives in an 'L' Liverpool postcode which unfortunately is excluded from our car club scheme. We insure Supras in high volumes in many postcodes north of the Watford gap!

[Safely Insured]

Okay Ollie, you can do what ever you feel you need to, but I came away from the call thinking he gave me the feeling I was putting him out

 

Hi,

 

apologies you feel like that but I quite strongly feel you have got the wrong end of the stick.

 

I've PM'd you:

 

 

Hi Roger,

 

for me to post that call on the forum, which I am happy to so, I would need an email from you confirming permission to do so.

 

Please email me, my email addres is [email protected]

 

Thanks

 

Ollie

Sky Insurance

 

 

and I never queried the time for the call back either

 

I must and have already mentioned I was not 100% concentrating on the first call as I was guiding a fork lift with 1.75 tons of stuff on it

 

Also Ollie, it was the impression I felt as I put the phone down and the fact I never got the call back seemed to back my feeling and I also dont understand why no one even queried why I was leaving you when I phone back to cancel the renewal

 

I'll have to look into this further before I reply. I only listened to the phonecall.