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Message Board > Miscellaneous > ROyal Bank Canada Insurance misses the "personal customer service" boat. ( Moderated by Deepika, EleanorSews, CynthiaSue)

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ROyal Bank Canada Insurance misses the "personal customer service" boat.
LynnRowe
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LynnRowe  Friend of PR
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Date: 9/15/12 10:52 AM

You would think in today's economic climate, and in the very highly competitive banking and insurance world, RBC Insurance would have steps in place to help retain customers...

My policy payment came due, payable automatically on my RBC Visa, but was declined, unbeknownst to me. I then received a letter saying my policy was being cancelled unless I paid via certified cheque or money order by Oct. 5th.

My RBC Visa has rather a large available balance, and my renter's policy a very small annual payment, so I called to find out what was going on. Turns out they had the old CC number on file. I said ok no problem, here's the correct number, put the payment thru now whil I wait on the phone.

Nope. Can't do. Rules.

Well between Monday-Friday work, and weekends in class, I can't get to a bank for a certified cheque or money order.

So my response is Nope. Can't do.

I'm calling my auto insurance carrier, whose agent actually comes to my office or my home to pick up my cheque for my auto insurance each year...at any hour that suits me, day or night. They will now get my home insurance policy, too.

It would only have taken RBC Insurance a minute to put thru my policy payment on the correct card.

Instead, they lost a 30-year claims-free customer.

Now how smart was that.

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I heart Panzy, Pfaff Creative Performance, the sewing machine love of my life!
And Baby (Enlighten serger), Victor (BLCS), Rupert (Pfaff 2023-knits expert) Ash (B350SE-Artwork), Kee (B750QEE-Panzy's BFF), Georgie (B560-Kee's baby sister) and the Feather-Flock!

Most of all, I heart Woo (HimmyCat). Until we meet again, my beautiful little boy. I love you.

Changma
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Date: 9/15/12 11:08 AM

I understand your reaction, and probably would have done the same thing in those circumstances. You might even get a discount for having more than one policy with the same company

However, thinking about this, might you have asked to speak to a supervisor? It IS possible you got a new/disgruntled, etc. employee. I can't imagine that most supervisors would just let an unhappy customer go.

LynnRowe
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In reply to Changma <<
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Date: 9/15/12 11:44 AM

After the first "nope can't do", I called and spoke with a supervisor who said she'd do her best...and billing told her nope can't do.

I did thank her for her help, pointed out my 30-year claims-free status, and that I would be taking my home insurance needs elsewhere now and for the future. No fault of hers.

From RBC bank itself, I have never had anythig but superb customer service, including several occasions of them bending and even breaking the rules to accomodate me.

And I am not a difficult customer; here's the correct CC card, just take my $!

Ah well, RBCI didn't want to take my $, but my other insurance company was more than happy to do so.

------
I heart Panzy, Pfaff Creative Performance, the sewing machine love of my life!
And Baby (Enlighten serger), Victor (BLCS), Rupert (Pfaff 2023-knits expert) Ash (B350SE-Artwork), Kee (B750QEE-Panzy's BFF), Georgie (B560-Kee's baby sister) and the Feather-Flock!

Most of all, I heart Woo (HimmyCat). Until we meet again, my beautiful little boy. I love you.

Changma
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In reply to LynnRowe <<


Date: 9/15/12 11:54 AM

Well, then, absolutely the right choice. Makes one wonder what they are thinking

Mufffet
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Date: 9/15/12 3:05 PM

After 30 years at the same bank, I went in one day to close out the account after several fees went up, and the account was one of those "no-fee" ones at the beginning and we kept a good balance there. Well, the long and short of it is that large institutions become corporate oriented. they would rather have corporate clients. When I closed this account I said: "Doesn't the bank even carer about 30 year customers leaving?" The young man told me many people were leaving and that the bank WAS focusing on corporate clients. Sad. I took our business to a rock solid bank which is still an instate institution and whose focus is on ALL their customers. Great decision, and I wish I had done it years ago.

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"Be kind whenever possible. It is always possible."
--Dalai Lama

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Doris W. in TN
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Doris W. in TN  Friend of PR
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In reply to LynnRowe <<


Date: 9/15/12 5:47 PM

Nothing surprises me, anymore, especially when it comes to banks. They really, truly do not give a flying frog about the customer.

I have a decent-size regular savings account at a local bank, and it has been there for years. They told me that they are going to start charging the customer(!) a $5/month service charge for the joy of receiving .00001% interest on that money. They're crazy, and I'm going to close the account and move it elsewhere. I'll make save more money by putting it into my checking account that pays .00000000001% with no monthly service charge.


Vintage Joan
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In reply to LynnRowe <<
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Date: 9/15/12 6:31 PM

If I began relating stories of things I've experienced at various banks, you might be amazed. One bank, for example (which shall remain nameless) sends clients letters saying they have no proof of that the home owner has home insurance. This has now happened to me three or four times in the last couple of years. Each time, I've contacted my insurance provider, who EACH TIME tells me they have to resolve this dozens of times every week for their clients -- always the same bank causing these problems. Last year I got about three threatening letters from this same bank, even though I had contacted my insurance provider after each letter, and they had sent them proof of my insurance coverage. Finally it turned out they wanted the proof sent somewhere new. This time I demanded copies of all the correspondence between the insurance company and the bank, especially the letter saying "This is now resolved." ...Great. It finally got resolved. A month ago, what came in the mail? Same type of letter. I called the insurance company immediately. This time it got resolved quickly. But, seriously...

And the above is one of my nicer/friendlier stories about banks (same bank has serious issues with internal miscommunication). Or should I say Same Bank, if that's any hint.



-- Edited on 9/16/12 9:34 PM --

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my shield and my very great reward ~ Gen. 15:1

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Vintage Joan
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Vintage Joan
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In reply to LynnRowe <<


Date: 9/15/12 6:44 PM

Quote:
Instead, they lost a 30-year claims-free customer.

Yes, you probably could have spoken to this person's superior (as someone suggested), but normally the people you speak to on the phone just have a set of rules they have to follow. Some of them think to speak to a supervisor themselves, to see if something can be done. But more often you have to do the legwork yourself if you want to go over someone's head.

If it were me, I would send a letter (probably not an e-mail) to a high-ranking person at RBC, relating this story to them. I doubt they ever like to lose clients who have large available balances. This gives you some clout. If I had this type of clout, I would make use of it in a situation like this. Money is their language.

-- Edited on 9/15/12 6:48 PM --

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my shield and my very great reward ~ Gen. 15:1

Photo: A long time ago

kittykate
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kittykate
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Date: 9/16/12 1:14 AM

I'm not surprised. Laughs. That's a company that puts the fear into their employees to make sure their customers have a "perfect client experience". It's not so much that they wouldn't take your CC, I think there's legislation that it's got to be something that can't be charged back when it's a cancellation, and Visa can do a chargeback up to 45 days if you later disputed the payment however they totally dropped the ball when the charge bounced back for incorrect expiry on the old card. Someone should have been in touch with you immediately. (I worked in insurance. And in banking too) that was a long sentence. It used to be a scam, sort of, that people would buy car insurance, get the pink slip and then put a stop payment on their payment cheque. They'd have the pink slips in hand even though they were invalid and would drive with no insurance but would have something to show in case they were stopped.

But I'm still laughing. I hope you complain really loudly. Ruin someone's day.

You, um, have lots of insurance on certain black boxes, right?

Canadian Jane
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Canadian Jane
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Date: 9/16/12 7:26 AM

When I was still working, I had various dealings with different banks. RB was the worst so I am not surprised to hear Lynn's story. They were just downright arrogant and rude.

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Forgiveness does not excuse the behaviour. It prevents the behaviour from breaking your heart over and over again.

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