Availing of an insurance policy was one of the first investments I made from my own hard-worked money. Less than a year of working, a family friend who is a starting financial agent from Philamlife offered to me an insurance policy. She came so timely because I have plans of acquiring one. At first, it’s my Father whom I wanted to insure. As a naive investor, I failed to realize that my soon-to-retire Father is the least preferred candidate. The premium will be expensive and soon, the policy might retire due to old age. In the end, I was the one who got insured.
My relationship with Philamlife seemed to go well over the past years. I receive my billing statements before the due date, my receipts are sent and my yearly dividends are paid out. Unfortunately, my trust, respect and loyalty with Philamlife is tested over the past months.
This open letter will explain everything
March 14, 2013
To Whom It May Concern,
I’m writing this letter to relay my disappointment to the kind of service I’ve been receiving from your company. I have communicated with your customer service officers for the past three weeks. I spoke to three customer service representatives since February 27, 2013 and I never received any definite feedback. Unfortunately, my complaint was never resolved up to this date.
My quarterly due for my policy was last February 28, 2013. A day before my due date, I did my part to call the Customer Service Office. I informed them that my statement of account did not arrive. I was told that the company has no control over the delivery of the billing statements. It’s the Post Office’s main responsibility. As a customer, I believe that such is not a valid reason. The company has to ensure that all receipts and billing statements reach the customers.
Without the billing statement, I paid my quarterly due. I was expecting that a receipt will be delivered in the soonest possible time. Again, as of this date, I never received any notification from the company. I talked to another customer service representative and I was promised to be issued an acceptance of payment letter through email. I was told to wait for 3 to 5 working days. I called last week and as always, I received nothing. An email wouldn’t take more than 3 to 5 days to be delivered and received. How come I still haven’t received anything?
I was also making successive follow ups about check of annual dividends. My policy’s anniversary is every November. For the past years, I receive my check every January. Months passed and I haven’t received anything again. When I relayed my concern over the three customer service representatives I have spoken, I found no definite answer. All I was asking is was a definite date. Why can’t three customer service representatives give me a concrete answer?
I’m disappointed over the kind of service I’ve been receiving from the company. As much as I want to trust the company, I’m beginning to lose confidence and doubt your capability to serve me. If the time will come that I need to claim my benefits, I’m having second thoughts about your ability to live to your promise of real insurance.
I hope to receive feedback in the soonest possible time.
As of date, Philamlife still failed to resolve my complaint. I already received the acknowledgement letter of payment. However, my dividends that has been delayed for months.. I never received clear actions from the company. All customer service representatives simply told me, we will endorse your concern blah blh blah (Sorry, how futile!)
If there is anyone from you who can help me address my concerns to the right persons from Philamlife, I beg you. Please help me.
I got fed up speaking with different customer service representatives. I tried seeking the assistance of the family friend who served as my servicing agent. Everyone whom I communicated over the past months appeared as a total failure.
I decided to make a stupid and desperate move. I wrote a letter to the company’s Vice President for Operations. I cannot identify who was the right VP to contact so I sent letters to both VPs, Reynaldo Centeno and Jose Roel Teves. To expedite the process, I even used the fast expensive courier services.
After a week, an officer from the office of the two VPs called me in our company office. She promised to deliver my cash receipt and dividend the next day. Everything was delivered two days after through LBC. Oh finally! I have to irritate myself with several customer service officers and spend hundred of pesos for my complaint to be resolved.
The envelope contained an apology letter, receipt (a computer generated version only) and the dividend check amounting to PHP 40O +!!!!!