I have been with the company for some time and initially was satisfied with their customer service (hence two stars instead of one). Unfortunately, the quality has significantly declined over time. We recently filed a claim, and the customer support was lacking—citing an exclusion clause that they refuse to publish or disclose in their terms and conditions, leaving you to trust them. The support agents showed little empathy and failed to follow through on their commitments, requiring constant follow-ups. I lodged an official complaint, which they acknowledged regarding poor service, yet their only response was to share feedback internally, which seems unlikely to effect change. Their reply highlighted their disregard for customer service. I now feel the company is untrustworthy, and their agents lack the necessary training and empathy. As renewal approaches, despite acknowledging their poor service, they proposed a 50% increase in premiums while refusing to cover the issue that led to my complaint. Perhaps this is their way of discouraging negative feedback? I will not be renewing my policy with them.
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