I am a Customer Relations Manager for Norwich Union

[Guest Aviva Support]

Hi

My name is Becca Sibley and I am a Customer Relations Manager for Norwich Union, I have joined this site in the hope of being able to extend our Customer Service onto the internet

 

I am available to try and help answer any questions you may have, or generally to talk to, I'm happy to talk on the board or if you want to email me then my address is rebecca.sibley@norwich-union.co.uk. I can't promise to have all of the answers myself, but i can promise that I will do my best to find you the right answer as quickly as I can.

 

Thank you

Becca

[PPMAN159]

Welcome

[Janet-M]

Hi Becca and you are very much Welcome to Cag

[Guest Aviva Support]

Hello,

and thank you so much for the welcome!!

 

[caro]

Nice to hear that Norwich Union takes customer relations seriously, and considers CAG a good place to work on this. Welcome. This will be interesting to see how it goes.

[Guest Aviva Support]

Thank you. I think its important that we are taking you seriously, I plan to do the best I can on here.

[livelylad]

Hello and welcome to the CAG family

[Guest Aviva Support]

apologies, just had it pointed out to me that I have the wrong address in my original post!! (excellent first impression i'm sure!!)

 

it should be rebecca.sibley@norwich-union.co.uk (now corrected in original post as well!)

Becca

[Robertxc]

Hello Becca, welcome aboard. It will be very interesting to see how this turns out!

[jojosa]

Hi & Welcome

 

Just wanted to say that I've just recently contacted another of your colleagues Darren Cornish via this forum. The response and the speed of the reply was fabulous - email sent on Saturday, acknowledged on Saturday, response to request on the Monday.

 

Thanks for putting yourselves in 'the firing line'.

 

Jojosa

[Guest Aviva Support]

Thank you all for your welcome and nice comments.

[DazzaC]

jojosa, Hi. Thanks for your comments - you have given me a spring in my step on a dreary Friday afternoon. Becca is new to the team and is going to help me help people on here. Have great weekends - hope the sun shines at least a wee bit. Darren Cornish

[MEOB]

You know, one of the most frustrating things about dealing with banks and other companies in relation to claims is the cynical attitude they have.

I'm sure that most of the banks have performed a cost/loss analysis and decided that it's going to be cheaper to mess the customers around in the hopes that claims will be dropped than it would be to deal in a fair and straight forward way.

So I have to say that it is a breath of fresh air to see someone like you (and Darren) coming here with the motives you have expressed.

It certainly makes me class Norwich Union differently to some of the others!

Welcome to CAG.

[Guest Aviva Support]

You know, one of the most frustrating things about dealing with banks and other companies in relation to claims is the cynical attitude they have.

 

I'm sure that most of the banks have performed a cost/loss analysis and decided that it's going to be cheaper to mess the customers around in the hopes that claims will be dropped than it would be to deal in a fair and straight forward way.

 

So I have to say that it is a breath of fresh air to see someone like you (and Darren) coming here with the motives you have expressed.

 

It certainly makes me class Norwich Union differently to some of the others!

 

Welcome to CAG.

 

Thank you very much for these comments, I can completely understand why this kind of attitude is frustrating and I'm hoping that we can start to break down these attitudes where possible!

[Ecossewarrior]

Dear rebecca,

Sorry to bother you, I was with Admiral insurance until a couple of months ago. I asked them if I could cancel my policy due to the fact I was not happy they were not going to cover me for my handbrake failing on my car. The indian guy on the phone told me I would have 0 charges to pay in order to cancel it so I thought it would make sense to cancel it and go with an insurer. However I got a letter through my door asking for £98.36 in order to pay the full premium. They explained that this was due to the fact I had made a claim on the account due to a vandal scratching and breaking into my car and this is in my terms and conditions.

One of the advisors then listened to the call in which I was wrongly advised that I would pay nothing if I cancelled and stated he had not informed me of this.

Firstly I would like to ask you if it was fair that my insurance company did not take the claim on for my handbreak failing and also do you believe it to be fair that I was wrongly advised of what would happen when I cancelled.

Regards

Craig Inglis

[Guest Aviva Support]

Hi Craig

Firstly, can i just say that I'm sorry your having these problems.

 

Seconldy, although i'm not able to comment on Admiral and their policies, I can talk in general terms. Car Insurance does not cover mechancial failing, so your handbrake breaking would not be covered by a car insurance policy, if however you caused damage to yours or another car because of the handbrake failing, that may be a different story.

 

In terms of being given wrong information, this is never a good thing and could I suggest you ask for a copy of the call when you had it confirmed that there would be no charges. This then gives you something to go back with and say "I was misinformed, please reassess this charge" you also have evidence if you want to make a complaint.

 

I hope this helps, I'm sorry i can't talk more specifically.

Becca

[dave]

Beccus, I'd like to extend a very warm welcome to you - I hope this is a trend that other insurance/financial institutions follow - actually listening to their customers.

 

I am very glad to see it happening.

 

Regards,

 

Dave.

[Ecossewarrior]

Becca just to let you know I phoned them tonight and I did not lose the head just told them again about the scenario.. they then phoned me back at 9 at night apologizing for calling so late but saying they would drop all the charges

 

 

WOOOOW HEHE

[Guest Aviva Support]

Hi Hi

 

Craig - nice one!! glad you got the result you wanted! And thanks for letting me know.

 

Dave - thanks so much for the welcome, I want to really try and make a positive step forward.

 

I look forward to talking to more people

 

Becca

[naiveme]

Hi Becca

 

Can you explain the difference between Norwich Union and Norwich Union Direct please?

 

We're currently trying to get a car insurance quote for a kit car and have been told that Norwich Union will be able to give us a quote but NU Direct won't be able to. How do we contact Norwich Union, as all web links seem to take us to Norwich Union Direct?

 

Hope you can help

Kind regards,

n.

[Guest Aviva Support]

Hi Becca

 

Can you explain the difference between Norwich Union and Norwich Union Direct please?

 

We're currently trying to get a car insurance quote for a kit car and have been told that Norwich Union will be able to give us a quote but NU Direct won't be able to. How do we contact Norwich Union, as all web links seem to take us to Norwich Union Direct?

 

Hope you can help

Kind regards,

n.

 

hi N

 

The difference is that you can only get "NU" insurance through a broker, and if you go to General Insurance: Independent advice on all different types of Insurance - www.unbiased.co.uk then you will be able to search for a broker in your local area. NU Direct insurance is for peopel who are able to come directly to the company whether through a website or phone call. Unfortunately this is not always possible because specialised cars won't always fit into the general model.

 

I hope this makes sense and you manage to get the quote you need!!

 

Becca

[naiveme]

hi N

 

The difference is that you can only get "NU" insurance through a broker, and if you go to General Insurance: Independent advice on all different types of Insurance - www.unbiased.co.uk then you will be able to search for a broker in your local area. NU Direct insurance is for peopel who are able to come directly to the company whether through a website or phone call. Unfortunately this is not always possible because specialised cars won't always fit into the general model.

 

I hope this makes sense and you manage to get the quote you need!!

 

Becca

 

 

 

That makes perfect sense now! Thank you very much, will go and find a broker now

[tandom]

Hi

My name is Becca Sibley and I am a Customer Relations Manager for Norwich Union, I have joined this site in the hope of being able to extend our Customer Service onto the internet

 

I am available to try and help answer any questions you may have, or generally to talk to, I'm happy to talk on the board or if you want to email me then my address is rebecca.sibley@norwich-union.co.uk. I can't promise to have all of the answers myself, but i can promise that I will do my best to find you the right answer as quickly as I can.

 

Thank you

Becca

I am a Norwich Union policy holder and I am impressed with the company's commitment to customer service in that you have joined this site. However, I note that the legal expenses insurance on your policies is provided by DAS Legal Expenses and after considering other threads on the insurance site, I do find it somewhat surprising that a company so hot on customer service would place their policy holders in the hands of a company where apparent concern exists in respect of their dubious business practices. My policy/contract is with Norwich Union and not DAS and I would be extremely grateful for your confirmation that if in future I have cause to make claim on the legal expenses part of the policy, you would be prepared to arrange for a different company to deal with this on my behalf, or alternatively,my own solicitor.

[Guest Aviva Support]

I am a Norwich Union policy holder and I am impressed with the company's commitment to customer service in that you have joined this site. However, I note that the legal expenses insurance on your policies is provided by DAS Legal Expenses and after considering other threads on the insurance site, I do find it somewhat surprising that a company so hot on customer service would place their policy holders in the hands of a company where apparent concern exists in respect of their dubious business practices. My policy/contract is with Norwich Union and not DAS and I would be extremely grateful for your confirmation that if in future I have cause to make claim on the legal expenses part of the policy, you would be prepared to arrange for a different company to deal with this on my behalf, or alternatively,my own solicitor.

 

Thank you Tandom

This is something I will need to look into on your behalf, but in the meantime its nice to be able to pass on your positive comments about our customer service.

 

Take Care

Becca

[caro]

Hi beccus

 

I'm not a NU customer, but I wonder if you could give me some advice anyway. My house was flooded on 14 June, which I think was the first day of the recent horrific floods.

 

On Friday, the contractors (finally) came in to start stripping out the ground floor. Apart from doing an awful job, not finishing, and leaving live electric wires with (our) parcel tape on because they forgot to bring insulating tape, they have taken out a perfectly good and undamaged, fairly new double oven which was well above the level of our flood. I emailed Crawfords about it, who are our loss adjuster, who told us to raise any issues with the contractor.

 

My husband finally got a return call from the contractor this morning who says we told him we wanted a complete new kitchen. We did discuss replacing wall cupboards, which will partly be at our own expense as the originals cannot be matched, but at no time did we tell him to rip out items that have not been written off by our insurers. As far as we're concerned, we've given no instructions at all, but then neither have we seen the loss adjusters report from the visit a couple of days after the flood, or the instructions that the contractor has been given.

 

Should we expect to see such reports and instructions, and where do we stand about the cooker? It's our word against the contractor. This man has employed cowboys looking at the mess they've made of our house, and he's also been contracted to do the repair work, but we have no confidence in him.

 

If it is outside your remit to help non NU customers I understand completely, although I understand that you use Crawfords yourselves, so if there are things that are not as they should be it might help you to know. I do understand that everyone is very busy at the moment due to the freak floods, but patience is wearing a little thin.