COMPLAINTS

What are the 3 Impact areas? (select all that apply)

• Material Distress

• Material Loss

• Material Inconvenience

• Financial Loss

• Financial Inconvenience

 

True or False – there must be dissatisfaction AND one of the impact areas before we would log a complaint.

• True

• False

What are the 3 types of financial loss? (select all that apply)

• Actual Loss Suffered

• Physical Loss

• Query of a fee, charge, or cost

• Alleged future loss

• Current loss

True or false, Admirals complaint definition is : An expression of unhappiness, delivered in writing or orally, whether right or not, which alleges that the complainant has suffered, or may suffer partial loss, financial dissatisfaction, or material feelings.

• True

• False

Can a complaint have more than one impact area?

• Yes

• No

Would you log a complaint for the following scenario?  “I am unhappy with the service of the previous agent, I asked to speak to a manager, but they refused this.”

• Yes

• No

Would you log a complaint for the following scenario?  “ I have had to call you again today to get my proof of bonus.  I am so unhappy! I have missed my lunch waiting on hold because I need this proof to send to my new insurer today.”

• Yes

• No

Would you log a complaint for the following scenario?  “My policy has renewed, and the payment has gone out, but I don’t want to renew. Can you cancel my policy please?”

• Yes

• No

Would you log a complaint for the following scenario?  “My policy has renewed but I asked you to cancel it last week!  What kind of awful service is this?  Refund me immediately before I have overdraft charges!”

• Yes

• No

Would you log a complaint for the following scenario?  “I cannot believe I have had to call you yet again today to get my proof of bonus! This is terrible. My new insurance is threatening to cancel without it, which I am finding horrendously stressful. I need this proof to send to my new insurer today.”

• Yes

• No