As an alternative to the general carping and complaints directed at the insurance industry, may I, by way of a change, congratulate and compliment Scottish Mutual for a recent experience which underlines what I was taught when I first started in sales 40 years ago, which is that justified complaints should be welcomed as they can lead to further sales.
In this instance, and I need be no more specific than say that it is a nurse incorrectly advised, I contacted Scottish Mutual in June, had an immediate response that the matter was already under review and in the last week had a resolution.
In addition to the fairly straightforward opt-out matter, I raised a few other points of concern, which were given due regard by a compliance consultant at Scottish Mutual.
The manner in which these ancillary matters have been handled has been exemplary to the degree that, my client now wishing to transact further business, is enthusiastic for that business to be transacted with Scottish Mutual, irrespective of other factors such as performance, charges et al that one would normally consider.
Rather than the consumer losing faith and confidence in an insurance company, as can so easily happen, the customer is reassured to the point of wanting to do business with the firm that seemingly let her down and, in doing so, that firm, Scottish Mutual, has given a boost to my reputation as an IFA, leading to my gaining further introductions to my client's colleagues.
If only all insurers would take a leaf out of Scottish Mutual's book.
Executive & Professional,