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J M M

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Review of the Tesco Bank, Home Insurance:

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2315383V I am extremely disappointed with the incom...

2315383V I am extremely disappointed with the incompetence of the Tesco home insurance claims team. It has now been over 72 hours since I was promised a call from the claims manager, and I have yet to receive any communication. This lack of follow-up is unacceptable and reflects poorly on how the company treats its clients. My initial conversation with the claims handler, Julian, was frustrating. She was not only rude but also unhelpful, displaying aggressive behavior and making judgmental remarks. When I raised a complaint about her conduct and asked to be transferred to another team, she abruptly cut the call, leaving me without any assistance. Following that, I spoke with John, who was somewhat more understanding and apologized for Julian's behavior. He assured me that the manager would call back. However, after waiting an additional 48 hours with no call, I reached out again and spoke to Sarah. Unfortunately, she was equally unhelpful and seemed to lack the necessary knowledge to assist me. Her dismissive attitude only added to my frustration. Despite my insistence that the 48-hour window had passed, Sarah insisted that I had to wait longer, only to later confirm that I had indeed crossed the threshold. She mentioned that the manager's line was busy but assured me that I would receive a call back. Yet, here I am, over 72 hours later, still waiting. This entire experience has been incredibly stressful and disheartening. We pay for insurance for protection during difficult times, not to be met with rudeness and incompetence. Tesco needs to seriously improve its claims process and customer service. I will be escalating this complaint further, as this is simply not acceptable. Reviewed on: 8th February 2025

J M M

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