I’m having a horrible customer experience at the moment with HSBC Malta. I currently have life insurance policy with them with a premium that needs to be paid at the end of January. I didn’t get a notice for them that I needed to pay my premium so I contacted them at the end of January. It’s taken them 2 months so far and I still don’t know what my payment should be. Only now they contacted me to tell me that as I haven’t paid my premium they are suspending the policy. I’ve contact them no less than 8 times in this period and they still haven’t managed to get the message that all I’m trying to do is pay for my insurance. I’m not ready to look for a new term insurance quote yet, but I’m getting pretty close to it.
It’s interesting to note that my original communication on the 28th of January actually has a case number on the reply, so it’s not like they don’t have the systems to cater for their client’s needs. It’s just that they don’t seem to be using them; or don’t care about using them. It’s a crying shame; because an experience like this can really turn a customer sour and they could end up blogging about their bad experiences. Anyway I’ve written them a letter explaining the circumstances and when I’ve tried to contact them. I’ll keep you all posted about whether I manage to get to the bottom of it.