IF Vakuutus Seem to have lost their opportunity.

As i mentioned previously If vakuutus had a great opportunity when this case was first started. They could have turned this into a true success story of customer engagement.
However they have chosen not to take that route. Their line is simple this is how it seems to me.

Yes we admitteldy made a mistake but those additional costs you incurred because of our mistake are your problem not ours.

They are sticking to the line that our terms and conditions tell us not to pay when airlines go bankrupt. This is not in question and never was, even though i do not agree with that policy.

There current strategy seems to be: We are not going to talk to you now and hope you go away.

What does this strategy mean for If Vakuutus?

1. IF are not participating in the engagement process this means that they lose all control of the conversation they are unable to defend themselves.
2. IF further dilute their own messaging as i will continue to dirsrupt their own social media marketing channels. They have lost control of their own media.
3. They will continue to incur costs for having to deal with this claim which are actually way above the original costs of the claim.
4. They risk alienating their own customer base themselves through their own actions or inaction in this case.
5. There is day on day damage to their brand image and reputation. The interest in this story is growing day on day.

This is a very nice strategy well done ;-)

What does this strategy say about If Vakuutus?

1. They do not care that their customers have to pay for their mistakes. That is a nice message to send out. They are also promoting this message themselves on their own social media by not responding to the claim.
2. They do not think that they have to engage with their customers on social media even on their own Facebook group in particular. That is great Social CRM.
3. They do not see what i am doing as a risk to them. They do not understand the power of social media. I thought Insurance companies were all about risk.
4. They risk being perceived as childish and stubborn. If Vakuutus refuse to even outline their case what else can it say? I am happy to engage them in discussion why are they afraid to do this publically?
5. Do they know what to do? Does their crisis communication strategy include social media channels.

I actually welcome this strategy because it reinforces what i thought about them. They do not care they do not help despite what their slogan says.