Adrian flux telephone tone ?

[pampam]

Just had a telephone conversation with an agent at adrian flux, and came off the phone thinking,”wow not the best experience ive had “the quote was a good price,but i didnt take her up on it ,simply because i really wasnt keen on her manner, and wanted to get off the phone,i never said anything ,but as she was on speaker phone,and hubby was listening,he later remarked ,what i was thinking,and said “she had a cr..p attitude” so it wasnt just me thinking it i find it amazing how some that you talk to on the phone,are very good,helpfull,courteous,patient,and make it a pleasure to do business, and others are simply sh..te. Plus she hasnt sent quote to email like she said she would
just had to have a quick moan lol

 

[Augusta08]

You must have caught them on an off day, I'm with Flux they were one of the few that would cover a highly modified car. So they have my road car and MoHo as well. Never a problem and very competitive.

 

[G-RMPS]

I’ve been with them for 5 years or so. Quote for me was competitive, but their customer service is appalling. I have posted a review previously.

 

[EML]

I'm with them, and they've always been very helpful on the phone (which is quite a lot). I guess she was having a bad day. I know if I was answering the phone for them, they'd have no customers left pretty damn quick.

 

[Offagain]

We were with them for the first year of owning a motor home and left as quickly as we could. Their call centre staff were rude and inflexible.

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[Robert Clark]

I rang them for a quote once
Was like calling a double glazing firm

Insisted that I tell them the lowest price I’d received from other companies before they’d give me a quote

They initially refused, but finally caved in.
Thankfully their insurers didn’t cover our type of van so we had a lucky escape

 

[Two on Tour]

I had the misfortune to have dealing with the cretins at adrian flux a few years ago and my hate for them is still as raw as ever.

 

[mikebeaches]

Just had a telephone conversation with an agent at adrian flux, and came off the phone thinking,”wow not the best experience ive had “the quote was a good price,but i didnt take her up on it ,simply because i really wasnt keen on her manner, and wanted to get off the phone,i never said anything ,but as she was on speaker phone,and hubby was listening,he later remarked ,what i was thinking,and said “she had a cr..p attitude” so it wasnt just me thinking it i find it amazing how some that you talk to on the phone,are very good,helpfull,courteous,patient,and make it a pleasure to do business, and others are simply sh..te. Plus she hasnt sent quote to email like she said she would
just had to have a quick moan lol

Good customer service = easy to do business with

It doesn't matter whether it's an individual, or the culture of a whole company.

Clearly, on this occasion they weren't easy to do business with

And by the sound of a few other posts, other Funsters have shared a similar experience.

Personally, I've never used or even had contact with them. And as a consequence of your alert, I probably won't be doing business with them in future.

 

[Ivory55]

People will moan about a company etc, but if there is money involved and it’s cheaper they will still deal with them. Humans are all the same, only worry about the price. Look how many threads on here about firms are rip off blah blah blah.

 

[busbuddy]

I used them when I had a vw campervan before online quotes, they took all the details, also my money, and assured me that I was covered
I am a sceptic and like to see things in person so I didn't drive it until the policy came in the post, one of the clauses on the policy stated that It was not insured if it was used for sleeping in
I rang them up and pointed out their error and after a lot of excuses and squirming they refunded in full and I went elsewhere.
To be fair recently I have had a proper motorhome insurance quote from one of the big companies and one of the clauses was that the motorhome had to be in my garage at my house, just couldn't get the person on the phone to grasp the idea of how big the garage would need to be

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[B-well]

I phoned for quote and pointed out all the requirements of my needs, staff member asked all relevant questions even pointing out that windscreen cover for my particular vehicle was upto £1000 (Rapido on Fiat Ducato ) and some companies limit this to £750, good point i thought.

 

[DuxDeluxe]

I phoned for quote and pointed out all the requirements of my needs, staff member asked all relevant questions even pointing out that windscreen cover for my particular vehicle was upto £1000 (Rapido on Fiat Ducato ) and some companies limit this to £750, good point i thought.

The proof of the pudding is with the claims handling. I am with comfort and their attitude and efficiency is second to none. Has anyone got claims experience with them?

 

[Jon B]

Used AF when we had our VW T6, had no issues to be fair, but then we never had to contact them till.....we changed van. Because of the value of it - they would not accept the VanBitz growler / non starter as the security without an additional tracker using a 24/7 manned centre being fitted.

Thanks to one of the forum posts on here we tried NFU (and a few others), NFU were far better (and easier) service over the phone - no issues with the VanBitz kit and overall cost was just £14 more than AF. Because of how easy they were to deal with we've since moved our car ins over to them from Direct Line as well - costs us approx £23 in total more than we would have otherwise had to pay but more than happy with that.

 

[Astro]

I've asked Adrian Flux to quote a couple of times on my MH insurance. Each time the person I spoke to was unfriendly and at the rude and bolshy end of the spectrum.
They wanted to know what I'd already been quoted and got more belligerent when I said I didn't want to give him that information.
I've gave them a couple of chances but they won't get another opportunity for my business.
If a company is going to be argumentative when you want to give them money I dread to think the fight you'd have on your hands if it ever came to get them to pay out on a claim.

 

[Two on Tour]

The proof of the pudding is with the claims handling. I am with comfort and their attitude and efficiency is second to none. Has anyone got claims experience with them?

Yup, hence the comments in my post #7.

As you would imagine with the number of comments on the attitude of their staff that all would not be smelling of roses when you needed to claim.

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[Coolcats]

Just had a telephone conversation with an agent at adrian flux, and came off the phone thinking,”wow not the best experience ive had “the quote was a good price,but i didnt take her up on it ,simply because i really wasnt keen on her manner, and wanted to get off the phone,i never said anything ,but as she was on speaker phone,and hubby was listening,he later remarked ,what i was thinking,and said “she had a cr..p attitude” so it wasnt just me thinking it i find it amazing how some that you talk to on the phone,are very good,helpfull,courteous,patient,and make it a pleasure to do business, and others are simply sh..te. Plus she hasnt sent quote to email like she said she would
just had to have a quick moan lol

Maybe the Agents Dog had just died after all it’s a tough Job being a call centre agent, the previous call they may have had a callous caller who may have been sexist abusive etc. all of which can affect an individuals demeanour.

Often when speaking to an Agent I ask how their day is going, had they had time for a coffee break yet, if you strike up an interpersonal chat their demeanour can change and sometimes they go the ‘extra mile’ in helpfulness

 

[Ivory55]

Also do they earn their money on sales , if they think it’s a waste of time quoting because they cannot match the price surely it’s better to move on to the next punter where they can earn their money. Nobody goes to work for a warm feeling , it’s to earn money simple.

 

[Coolcats]

Also do they earn their money on sales , if they think it’s a waste of time quoting because they cannot match the price surely it’s better to move on to the next punter where they can earn their money. Nobody goes to work for a warm feeling , it’s to earn money simple.

Work isn’t as straight forward many people do enjoy their work Mihaly has unfortunately just passed away but you may find this ted talk interesting and maybe get his book called Flow

I suspect there are many on here have experienced Flow in their working lives or hobbies etc.

People go to work in part to seek purpose not just money.

 

[Ivory55]

I do go with purpose, a big pay packet. Haha

 

[Wannabee]

Also do they earn their money on sales , if they think it’s a waste of time quoting because they cannot match the price surely it’s better to move on to the next punter where they can earn their money. Nobody goes to work for a warm feeling , it’s to earn money simple.

Agree about the sales focus and moving on if not going to result in a sale. Not professional though as you'll remember the attitude and share with others as on here. Disagree that money is the only motivator for career choice though, many including myself have jobs not particularly well paid but enjoyable and challenging.

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[airwave]

Often when speaking to an Agent I ask how their day is going, had they had time for a coffee break yet, if you strike up an interpersonal chat their demeanour can change and sometimes they go the ‘extra mile’ in helpfulness

I do this myself , so as you can guess i totally agree with this statement . If i listened to all the bitching and moaning , going on in the world , i would be with the worst bank , worst insurance company , and sourcing my regular needs from the worst companies .
In reality this is completely the opposite , the companies i deal with is wholly down to the diligence , and effectiveness they offer (I'm one of those that does not suffer fools gladly) . Often these staff remark on how nice it is has been to talk to me , and one the staff have stated many times i'm one of the nicest customers they have . A couple of companies i deal with , actually know who is calling , before i even pass any personal information , and no i don't call every day .
Yes the call centre staff are there for our convenance , in some cases we would be stuck without them . However they also have a job to get on with , just like many on this site . What the vast majority forget , is they are also human , and do have a life of their own .
Now i'm gonna be honest here , this will be my only response to this thread . I have often heard how customers respond from the other side , so as to speak , so frankly i give little consideration to this thread . Another point i would make is basically , i'm hearing only one side of this argument , and frankly , thats second hand .

Just for the record , i am an Adrian Flux customer , with four active policies , ranging from motorcycle to motorhome . I also bank with Santander , often dubbed the worst bank in the world , and have been a customer for a good many years , holding more than one account . There are no plans for either of these to change anytime soon .

Failed companies include the likes of Vodafone , Sky and Virgin , who in my opinion saw me purely as a cash cow . And trust me there would be several more if i had my way , so in the near future .

Now i'm gonna make just one final comment , and then i'm gone . Arriving at a delivery point earlier this week , a customer remarked on how uplifting it was , to have a cheerful driver making a delivery , was my day going well . I looked at him and said , well actually no , i've had several problems , but the reality was that was none of those were his fault , so why should he suffer from it . I was offered a cup of coffee , and a thank you !

 

[Ivory55]

Agree about the sales focus and moving on if not going to result in a sale. Not professional though as you'll remember the attitude and share with others as on here. Disagree that money is the only motivator for career choice though, many including myself have jobs not particularly well paid but enjoyable and challenging.

We are all different, but I reckon % wise money is the deciding factor

 

[Geistguy]

I did insure with AF but absolutely useless when I wanted to change motorhomes. The employee had little knowledge and kept me waiting on hold for ages before declining to insure me. No explanation as to why but I had the feeling he couldn't be bothered.

A shame to judge a company by one persons performance but where is the staff training ?