The good and the bad
May. 20th, 2003 09:50 am![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
susandennisThis morning has been spent with Mom's files.
She has two Long Term Care policies with American Express. My dad bought them years ago from an American Express advisor whom he never liked anyway. The guy is still on the account and is a real asshole. I've been trying to get the account moved to another advisor now for nearly 2 years. It is not easy and I have had no success. This morning I got yet another set of people to whom I have to send the request in writing. Those people shall get the request, along with copies of all the other 'in writing' requests I've made for the same thing in the registered mail next week. It will include a notice that unless my request is granted in 5 working days, the next 'in writing' request will be to the Insurance Commissioner of South Carolina, the Better Business Bureau and the Consumer Protection Agency.
(That last bit I got from my own American Express advisor who is fabulous and who has also tried to help me in this but the way the company is structured, he has less clout than I do for this kind of thing.)
But, I followed up that little foray with one to Liberty Mutual. Mom has a tenant policy and her auto policy with them - again, Daddy set it up years ago. Copies of the policies are nowhere to be found and the most recent statements I can find are from 2001. So I called their local office and was shuttled off to their state office who pawned me off to their national office. And by the time I got there, I had totally lost my happy face.
But, Jessica got it back for me. She quickly found the customer records, said she'd send copies of both policies to me and to the woman who handles Mom's bills and she'd include a brochure with both about how best to directly contact Liberty Mutual for what we want.
I wish American Express had a Jessica.
She has two Long Term Care policies with American Express. My dad bought them years ago from an American Express advisor whom he never liked anyway. The guy is still on the account and is a real asshole. I've been trying to get the account moved to another advisor now for nearly 2 years. It is not easy and I have had no success. This morning I got yet another set of people to whom I have to send the request in writing. Those people shall get the request, along with copies of all the other 'in writing' requests I've made for the same thing in the registered mail next week. It will include a notice that unless my request is granted in 5 working days, the next 'in writing' request will be to the Insurance Commissioner of South Carolina, the Better Business Bureau and the Consumer Protection Agency.
(That last bit I got from my own American Express advisor who is fabulous and who has also tried to help me in this but the way the company is structured, he has less clout than I do for this kind of thing.)
But, I followed up that little foray with one to Liberty Mutual. Mom has a tenant policy and her auto policy with them - again, Daddy set it up years ago. Copies of the policies are nowhere to be found and the most recent statements I can find are from 2001. So I called their local office and was shuttled off to their state office who pawned me off to their national office. And by the time I got there, I had totally lost my happy face.
But, Jessica got it back for me. She quickly found the customer records, said she'd send copies of both policies to me and to the woman who handles Mom's bills and she'd include a brochure with both about how best to directly contact Liberty Mutual for what we want.
I wish American Express had a Jessica.
(no subject)
Date: 2003-05-20 07:40 am (UTC)Something went wrong somewhere in the past 10 years, and all the Jessica's got jobs working for other companies. It is our job, as annoyed customers, to seek them out wherever they went, and try to get some satisfaction.
(no subject)
Date: 2003-05-20 07:55 am (UTC)While waiting for Mom, I just wrote the 'in writing' request noting that it was the last one they would receive directly from me. If they don't fix the problems by June 15 and notify me in writing, then my next stop is Ernest Csiszar, the Director of Insurance for the State of South Carolina. His website begs me to share my pain with him and the Better Business Bureau also wants a piece of the action.