You are here: Home - Uncategorized -

Norwich Union call centres coming home

0
Written by:
29/01/2007

Norwich Union, one of the biggest UK life insurance and general insurance companies, has decided to bring some of its India-based call centre work back to Britain after customers complained that advisers in the sub-continent “did not know what they were talking about”.

A Norwich Union spokesperson admitted to the Financial Mail that cultural differences have led to severe difficulty in customers’ needs being understood properly and that there have been customer complaints at the service standards exhibited.

Some of the work brought back to the UK involves building and content insurance. The spokesperson said that if a claimant rang to report a flood because of a faulty immersion heater, for example, many Indian operators were clueless about the problem as immersion heaters are not used in India.

Aviva, the parent company of which insurer Norwich Union is a part, has admitted that it had not factored in such considerations when offshoring the work in the first place and that it has had to act in response to the concerns of its customers.

The company has recently announced 4,000 job losses, with 1,000 of them relocated to India. By the end of 2007 it was hoping to have moved almost 8,000 jobs to the sub-continent – in the face of much unpopularity from UK customers.

 

Tagged:

Tag Box

Debt

Pension

Spending

Financial fitness

There are 0 Comment(s)

If you wish to comment without signing in, click your cursor in the top box and tick the 'Sign in as a guest' box at the bottom.

Are you a first-time buyer looking for a mortgage?

Look no further, get the help you need by searching for your perfect mortgage

Five ways to get on the property ladder without the Bank of Mum and Dad

A report suggests the Bank of Mum and Dad is running low on funds. Fortunately, there are other options for st...

The essential Your Money guide to the April 2018 tax changes

As we head into the 2018/19 tax year, a number of key changes take place to existing policies while some new i...

A guide to switching energy provider

All you need to know about switching from one energy supplier to another.

What will happen if rates change

How your finances will be impacted by a rise in interest rates.

Regular Savings Calculator

Small regular contributions can build up nicely over time.

Online Savings Calculator

Work out how your online savings can build over time.

Having a baby and your finances: seven top tips

We’re guessing the Duchess of Cambridge won’t be fretting about maternity pay or whether she’ll still be...

Protecting family wealth: 10 tips for cutting inheritance tax

Inheritance tax - sometimes known as 'death tax' - can cause even more heartache for bereaved families. But th...

Travel insurance: Five tips to ensure a successful claim

Ahead of your summer holiday, it’s important to make sure you have the right level of travel cover or you co...

YourMoney.com Awards 2018

Now in their 21st year, our awards recognise the companies offering the best products and services to consumers

Money Tips of the Week

Read previous post:
The road to Wigan’s clear for Whelan as he sells shares

The founder of JJB Sports, David Whelan, has raised £50m of his UK investment in the sports store chain through...

Close