“In what sense can I review an insurance company ex-ante? If I have an accident, touch wood, then I’ll let you know. This is mainly Aviva. Aviva, Quote me Happy and General Accident, in short. They all have very poor websites. I could not get in contact with anyone after attempting multiple attempts to set up an account and pay for my insurance. Each time an error occurred, with an attached code. The car insurance price quoted was the ‘best’ but only marginally better than Admiral, who, however, want to install some sort of weird device in your car. The process of buying and communication is one of the worst experiences I’ve had. I’m not a technophobe, and have a decent grasp of IT, but for the life of me I don’t understand how this complete shift to automation is simplifying the process. It really isn’t. And I really dislike the wholesale take on things as being ‘simple, easy, could not be simpler’ etc. This is not the case. Frankly, things are only simple when things go right. If things go wrong with these systems, it becomes impossible to resolve your issue. You can’t speak to a human being to resolve an issue. But having said that, it appears that when you do speak to someone, you feel like you are speaking to an automaton - that they are reading from some processed script. Perhaps I am being unfair, but I find the whole process anxiety laden and troublesome, to the say the absolute least. The whole thing has become completely depersonalised with little thanks or concern for the customer.”
