Had an emergency call out to a 94 year old pensioner in Begelly this morning. She was worried that the heating was leaking because the walls were all wet inside the bungalow. When we arrived 20 minutes later she was in a right state. Within minutes we had worked out that it was not the heating at fault but a leaking hose on the back of the washing machine. We turned off the taps to the washing machine, disconnected the hoses and mopped up. She was hard of hearing and partially sighted and getting really upset. I could see it was going to be an insurance job as the kitchen units were all damaged and so was all of the hallway plaster as well as plaster in the kitchen and bedroom. I asked her to get her insurance documents and asked her to come and sit with me in the lounge where I will make the phone call to her insurance company and sort it for her. Well what a task dealing with the Prudential. Was kept on hold for over 30 minutes to get a person to talk to, then they would not talk to me as I was not the policy holder. I explained that the customer was over 94 years old and confused and that I was an emergency engineer. No joy.....I had to help her to the telephone and sit her down to explain that she was giving them permission to speak with me. Then and only then, they talked to me. When I explained what had caused the problem, they informed me that there was a £350.00 compulsory excess on her buildings insurance and another £350.00 compulsory excess on her contents insurance. In other works this 94 year old pensioner, whos husband had been working as the man from the Pru for over 33 years, was now going to have to pay out £700 before she starts. I told the insurance company that we had new hoses on the van and could replace them now. They told me that I was not allowed to touch anything and that they were sending an emergency engineer from Cardiff to refit hoses to her washing machine. My total time on the telephone, being passed from pillar to post was 1hr and 15minutes. Disgusted with how they treat a 94 year old lovely lady. PRUDENTIAL INSURANCE SHAME ON YOU. This old lady has never claimed on her insurance!!!!!!
Posted on: Fri, 28 Mar 2014 21:45:24 +0000
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