My aunt died, and I am simply trying to collect on the insurance policy on behalf of my other aunt, her sister, who's in memory care. Equitable's customer experience is one of the worst I've experienced. They continue to send me letters requesting information i've already sent in (my power of attorney paperwork). The letter says additional paperwork is included, which it was not.
When I call, their phone system IVR asks for a "Contract Number" to route the call, which is not on the letters they sent me. I'm on a call now -- my 48 minute-call has been forwarded four times so far, where people ask me for my information, policy number and then say, "We don't handle that here, I need to forward you to another department." Why can't they put the right phone number on their letter?
If a call must be forwarded, why can't my information be passed along with it? The person responsible for designing Equitable's customer experience should be fired, or probably, the executive who doesn't implement overall customer experience recommendations should be fired.
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