IF's Second Response: Am i Surprised?

So i just received a rather lengthly response from IF regarding the claim. I was happy to receive the response but disappointed that IF's first objective seems to get me off their social media by directing me down other channels i have alread tried and failed with. I want to settle this very publically and in my channels as the customer.

Remember one of the major goals of  this experiment is to see if we can use social media to overturn an insurance claim decision by a major insurer in Finland.

Well unfortunately i think if missed their opportunity to demonstrate excellent customer service see the previous blog post. Obviously they did not read that post ;-) However it seems at least to me that they seem to at least accepting some responsibility for the error. But is that enough for me, hell no. Currently i am not their customer as i left as a result of this. With this kind of response allthough clearly very nicely written it is not at all enough to placate me.

I will once again wait for their response and based upon this may have to up the anti. It may very well be that despite all of my best efforts that IF will not agree to pay this through "Nice" communication.

In any case i have added my comments already to the blog. I find it very hard to accept that IF accept responsibility for their customer service error but are still refusing to settle the claim. What do you think? Comment directly on http://www.facebook.com/ifvahinkovakuutusyhtio If's own facebook group please.

IF Insurance experiment: Sorry I Forgot IF's Opportunity

Sorry i totally forgot this from my previous post, IF have an opportunity here. I must be stupid!!

After i finished the previous post i realised perhaps i had been thinking about this the wrong way around. In short i switched back from the customer perspective to the corporate perspective.

Instead of thinking about what the risks were for IF in terms of not generating a positive outcome for me their consumer, i should have thought about what are their current opportunities?

IF have not yet responded to my original request on their Facebook group. This of course means that they have not yet decided how to respond or what to do.

What IF?

Straight out of the blocks they respond by saying

"Yes we would be happy to pay your claim, we are sorry"

What a turn around for me personally i am totally satisfied, the social media experiment is a total success and i get my money back :-)

What do IF get?:

1. IF settled a claim publically and silence and negativity and remove all risk.
2. IF get a brilliant customer service story to tell and re-use in their marketing for an absolute bargain price. You cannot buy that kind of exposure.
3. IF will reduce their resource consumption and costs on this issue. IF must have already spent 10 hours on this claim with a cost in Finland to IF of at least 500 euros. Coincidently the amount that this claim is worth approximately.

As companies always think about ROI, what is the ROI of continuing to resist paying out this claim?

Financially it will continue to cost them money as they will continue to have to deal with at least my traffic on their website, what about damage to reputation and brand? What is the risk? What is the optimum financial way for IF to deal with this now.

If I was a business manager at IF i would settle, reduce the risk, limit the costs and get a brilliant marketing story to tell but that is just me. And all for the bargain price of 500 euros.

Let's see what happens tomorrow :-)