Virgin Insurance
Totally appalled by call center staff attitude

I was very disappointed on 21 Jan when I called the virgin money call centre following notification that my premiums would be adjusted as no proof of installation of my tracking unit had been received. Now per a previous email i had sent them, i had requested that I be notified should any other information be outstanding on my policy. it is very clear on the response I received, that this issue was not brought to my attention. Now the cause for my absolute shock is that the agent who received my call (unfortunately her name escapes) became very defensive, rude and totally refused to take responsibility (and I didn't expect her to do so in her personal capacity but rather as an agent for Virgin Money) for the fact that I was not notified until that morning. Now she claims that I was sent a text but given the challenges that are inherent in such modes of communication I do not recall ever receiving such notice and further believe that that is too informal a mode of communication and should not be used as the only form of notice since insurance is in itself a delicate contract. On that same day I emailed the co to share my frustration and to date have not received a response.

Company: Virgin Insurance
Country: South Africa
City: Call center

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