Why don’t people advise us when they move? I found a policy for a customer who had moved out of the property 8 years ago. The customer had not informed us, but a refund was expected.
My company will probably refund the amount since the customer left the property. But why should we? Personally I think that if people can’t be bothered to pick up the phone or write a letter, then why should we pay for it? It states quite clearly in the policy documents that we should be notified of any changes.
Are we mind readers? No. Is it our fault that the customer doesn’t tell us? No. Is it for us to read the documents to our 3million customers? No. So why the hell should we refund?
It’s probably a good job that I don’t have to deal with these things. They wouldn’t keep me there for very long!