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Name: RFK

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Lack of customer care, poor culture

1
I thankfully have had no health issues requiring Vitality usage but am really frightened that if I did I will be met by the same level of lacking customer care as in all other respects - they are hopeless. During the course of many dealings on points, fees, data and apps I have found the general tone to be unhelpful, not speedy, occasionally confrontational and belligerent - especially from the social media side. What oozes out is a culture that regards the customer as a burden, something to be tolerated or dismissed. I have concluded that it is all-pervasive and am considering options as I hope never to be in a position of health vulnerability with these people and this culture existing. Reviewed on: 19th August 2020
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RFK

Stunning revelation on follow up!

1
I have made the most extraordinary discovery re my 90 year old mother's claim. So exasperated have i been by my perception of the contempt that RIAS appear to have displayed to the elderly and vulnerable, I decided to request a copy of my file and all related notes under Data Protection legislation. There were many pieces of information that confirmed my previous views but one which did stand out was that the team leader handling my mother's claim, in writing made a recommendation that my mother's insurance renewal not be permitted as i had Twittered my complaints! Luckily he was advised by compliance and PR not to proceed down this route but it does astonish me that a 90 year-old lady would have been penalised because her son, looking after her affairs, had the audacity to publicly complain! Incidentally this same team leader just a few days later was making a final judgement on the compensation issues. Reviewed on: 21st November 2016
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RFK

A contemptible catalogue of error, inefficiency and mismanagement of a 90 year-old policyholder.

1
My mother had an escape of water at her property. The claim was acknowledged as valid and that was the end of the good news. I have had to handle my mother's affairs in this regard and I keep asking and not getting a satisfactory answer as to how she would have coped with this claim without support. Amongst the problems on this claim: 1. Reluctance by RIAS to properly project manage 2. Necessity for the policyholder to do project management, without compensation apparently 3. Despite being a policy for the older client an institutional misunderstanding of the needs of frail elderly at all levels 4. Aggressive, inappropriate and unprofessional responses when challenged on technical difficulties - on all of which the policyholder was proved correct 5. Contractors being engaged who did not properly complete the job with live electrical works not properly fitted and layers of dust all over the property 6. Extra costs and time incurred because of inefficiencies 7. Family being paid at rates less than the minimum wage rates (and presumably contractors rates) to clear up after contractors 8. Family being inducted to be allowed to go into property, then barred, then allowed. Persistent health and safety failings by those administering the repair. 9. Family being forbidden to repair fences or mow lawn because of incorrect health and safety interpretations, heightening security risks. 10. Company not allowing escalation beyond a certain level i.e. those who adjudicated would not allow their actions to be reviewed. 11. Requests for compensation short-circuited by RIAS and AGEAS by determining compensation without proper reference to evidence or even awaiting the submission of the evidence. Attempt by the company to outsource issue to FOS instead of thoroughly reviewing themselves. 12. A refusal to meet the family to discuss how the next 90 year-old can avoid being handled the same way. I have found this to be the most extraordinary Kafkaesque organisation I have ever had the misfortune to encounter. They are in deep denial. But, above all. how do they deal with the elderly, their target market, on an ongoing basis? Reviewed on: 29th August 2016
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RFK

Product is great but it is so badly compromised by a contempt for customer service

1
What a great product! Innovative and imaginative and lots of potential. Obviously the sheer effort of coming up with this wore these guys out however, for they decided to merge the great product with a devastatingly bad level of customer service - at least on personal plans. I have a history of basic questions not being answered, a creaky and awful email service and a default setting of "the customer must not be helped" Luckily I have not had to make a claim, if my health fails.... well I just hope customer services and claims handling do not work from the same manual. I like the concept and still persist with it despite the appalling service. But as a Managing Director of a company I cannot dare inflict this on my employees as our preferred health scheme. It will destroy motivation. Reviewed on: 25th July 2015
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RFK