“I answered questions for my girlfriend when she wasn't around and since our responses didn't match up now you are giving her a hard time and have cancelled her coverage. Making her jump through hoops just to get coverage is uncalled for.”
“Hello,
Just some quick notes:
When people are shopping for insurance companies, they may provide the same formulaic answers to "quick quotes", which may be a semblance of personal information, without disclosing all personal details, aka to avoid beaming out personal information to numerous locations all over the internet. This is to provide a basis for comparison, but may not be intended to be the official insurance application.
What your system has done is take those "quick quote" answers and immediately turn them into the final version of the policy, and then amendments and notes are made "in addition", without actually changing the policy wording. It should be possible to directly edit the actual policy to be accurate.
Some important questions seem buried. Asking people if they have ever been injured in the past ten years is rather important. I almost missed it, because it was buried in the middle of a long list of obvious questions, and then lumped in with "poisoning".
This is an obvious cause for concern.
Thank you!
-Martin”
“The medical was so invasive and ultimately unnecessary when my medical records have all the information that was collected through physically invasive tests. I almost felt violated. It was uncomfortable.”
“I am curious why I was charged a 2nd time in less than a month? Someone please check my transactions and get back to me when you get a chance.
Thank you”
Hi David. Thank you for your feedback. We have reviewed your account and have sent you an email regarding this matter. Regarding the charges you described, we are currently disputing this matter with your insurance company. While we wait on their answer back to us, we were happy to refund you the second premium payment. If you have further questions or concerns, please do not hesitate to respond to the email from us.
Best, PolicyMe
“I found this a great method for getting insurance my biggest compliments would go Jennifer Stefanopoulos, she was the liason between myself and Manulife. She kept me informed the best she could and when I felt I was going to stop the process she would let me know it was close to being complete. My largest complaint would be how long this took, I could have gotten this through my own agent a lot quicker. I do feel if things moved on a lot quicker I would give a higher recommendation to this process.”
Hi Daryl, thank you for your review. We're happy to hear our service made such a positive impression. Thank you for also providing feedback on the length of the process, we are constantly looking for ways to improve the customer journey and we will definitely be working on fixing this for our future clients. Thank you for the shoutout and for choosing PolicyMe :) - Jennifer S
“Staff were very responsive and helpful. I.T. process was obviously still in development. Erroneous auto-prompts were sent by telephone and computer which made the company look amateurish. In fairness this was in part a result of a client (me) who was still considering options after the initial policy document was issued. This leads to the second point. There seemed to be a rush to get to the document and little opportunity to explore options. This seems to be a weakness of the auto-advisor system. Staff were helpful in answering questions, however. They did admit that they were still learning manulife's policies which, again, pointed to a company still in the early stages of development.”
Hi Cory, thank you for your review. For most cases, our automation is smooth as expected. However, there are still some edge cases we are working through. This is based upon unique requests of the client, not all of which can be captured and automated at this time. We appreciate the feedback and have learned a lot with your case that has helped us in the areas you've mentioned and in others as we've reviewed our customer experience journey.
Our agents always try to discuss these situations directly with our clients and we’re happy to hear that our prompt responses were helpful. However, we certainly did not intend to rush you into any decision. We understand that life insurance can be a long process and want to be supportive of that journey. We will certainly reach out directly for feedback on ways you think we could have improved!
Thank you for choosing PolicyMe for fulfilling your protection needs, we appreciate your patience with us as we grow.
