While attending TMForum Live conference in Nice where Customer Experience Management gets lots of attention I would like to share my Customer Journey I experienced with Dutch insurance company Avero Achmea which clearly demonstrates that some insurance companies can learn a lot from telecoms in the field of Customer Experience Management.
When on 14th April 2015 I decided to sell my life insurance and called Avero Achmea advisory department I was informed that due to a very busy time I should expect a letter from Avero Achmea, with all required documents to submit my request , within a few weeks. This was the first bad surprise: why do I need to wait so long for a simple document with value of my life insurance? The letter I received on Saturday 25th April was dated 21st April.
On Monday 27th I sent the documents including copy of my passport to Avero Achmea counting on receiving money a few days later. As I haven't heard from Avero Achmea for two weeks I called Avero Achmea to find out that: yes they received the required documentation on 30th April BUT they have a huge backlog and I will have to wait for my money for a few weeks. This was the first shocking experience for me: why it takes that long to process a simple request. After my remark that when Greece will leave the eurozone the stock prices will go down and I will loose lots of money because of such a long processing time on Achmea side I was told that actually my shares were sold the day Avero Achmea received my request so I should not worry.
A few days later I got a letter , dated 18th May, from Avero Achmea :
Dear Mr Stawinski, recently we received information about your Life insurance. We aim always to respond within 10 working days. Unfortunately in this case we will not be able to do it.
When you will receive from us our response ?
Within 4 weeks you will get from us reaction. Thank you for your patience
Do you still have questions ?
Please contact our intermediar
Best Regards
Jack Hommel
CEO
This letter in my case was completely out of context. I am sure that Jack Hommel is not aware that his name is misused to sign such completely meaningless letters which clearly show they are printed in thousands without addressing any specific situation of the customer. I am just waiting for payment of my money, I do not need advisor. I only need information about amount I am going to get and when.
My customer journey hasn't finished yet. Yesterday I used the complain form on Avero Achmea portal and wait for the response and for my money.
As former Chief Architect at ABN Amro Bank and UPC I am sure that Avero Achmea urgently needs help of ICT Architects to improve the Customer Experience Management and can take advantage of developed by TM Forum CEM frameworks.
When on 14th April 2015 I decided to sell my life insurance and called Avero Achmea advisory department I was informed that due to a very busy time I should expect a letter from Avero Achmea, with all required documents to submit my request , within a few weeks. This was the first bad surprise: why do I need to wait so long for a simple document with value of my life insurance? The letter I received on Saturday 25th April was dated 21st April.
On Monday 27th I sent the documents including copy of my passport to Avero Achmea counting on receiving money a few days later. As I haven't heard from Avero Achmea for two weeks I called Avero Achmea to find out that: yes they received the required documentation on 30th April BUT they have a huge backlog and I will have to wait for my money for a few weeks. This was the first shocking experience for me: why it takes that long to process a simple request. After my remark that when Greece will leave the eurozone the stock prices will go down and I will loose lots of money because of such a long processing time on Achmea side I was told that actually my shares were sold the day Avero Achmea received my request so I should not worry.
A few days later I got a letter , dated 18th May, from Avero Achmea :
Dear Mr Stawinski, recently we received information about your Life insurance. We aim always to respond within 10 working days. Unfortunately in this case we will not be able to do it.
When you will receive from us our response ?
Within 4 weeks you will get from us reaction. Thank you for your patience
Do you still have questions ?
Please contact our intermediar
Best Regards
Jack Hommel
CEO
This letter in my case was completely out of context. I am sure that Jack Hommel is not aware that his name is misused to sign such completely meaningless letters which clearly show they are printed in thousands without addressing any specific situation of the customer. I am just waiting for payment of my money, I do not need advisor. I only need information about amount I am going to get and when.
My customer journey hasn't finished yet. Yesterday I used the complain form on Avero Achmea portal and wait for the response and for my money.
As former Chief Architect at ABN Amro Bank and UPC I am sure that Avero Achmea urgently needs help of ICT Architects to improve the Customer Experience Management and can take advantage of developed by TM Forum CEM frameworks.
