I’m slightly frustrated by a recent email I received. The story is, my Life Insurance company have ever so slightly annoyed me. After spending x amount of time on to their call centre to advise of a change of address, I was asked to send an email so they had it on record. Not a problem happy to do so, sure isn’t email a fantastic communication medium. I’m the perfect ideal customer. I’m still alive, and their getting paid, oh and I’m ensuring their records are up to date.

Their reply..

“Dear Mr. McMahon,

Thank you for your recent correspondence.

As this is a joint policy, we require written instruction signed by both yourself and Mrs. McMahon stating you would like to update your correspondence details.”

Now, that just got my goat up. Although they were polite, they appear happy to waste peoples time and that’s just a bad customer experience if you ask me.

Below is my reply.. have to say I got a bit of a chuckle after reading it again Go Me!

Hi Sinead,

Sorry, that’s not good enough. I have gone out of my way already to inform you of my new address, to ensure you can contact me via traditional post. I don’t have time at the minute to send written instruction, far to busy. Initially, I contacted your call centre after being told I could make the change over the phone, your representative asked me to email this request so you had it on record, fair point.

As requested, I have done that. Now, you want to take up more of my time? I’m disappointed really, such a simple request seems like an enormous task, it doesn’t reflect well on your company.

Simply put, for a change of address there is no law in the land that ‘states’ you need both signatures. I have sent notification via a legitimate traceable business email address advising you of my change of address, that’s good enough!.

If you come back saying ‘we can’t trust emails for what ever reason’ I can respect that but, I’ll be of the same opinion and pay no attention to any emails you send seeking written instruction (It’s all about trust). Instead, I’ll ask that you send (to me) a traditional letter, signed by both yourself and your supervisor, stating that you would like me to provide you with written instruction of my change of address. I would then, gladly waste my time doing so ~

Oh, but please be advised if you decide to send signed correspondence, I have moved house!! My new address is below in my initial email. At a guess, you’ll probably have to update your system with my new address (for your records) to ensure I receive that letter… swings and roundabouts my friend.

So there you have it, to quickly save your company time and money (the cost of a stamp), just update those old address fields.

What a wonderful waste of time this demonstration has been.

Regards,
Adrian