Date: 2024-05-13 Page is: DBtxt003.php txt00019786
Company Interaction
TheHartford
Chat material from conversation with The Harford concerning their website UX
Peter Burgess
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Date: 2024-05-13 Page is: DBtxt003.php txt00019786 | |||||||||
Company Interaction | |||||||||
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Burgess COMMENTARY Peter Burgess | |||||||||
| Live Assistance Hi, my name is Elizabeth and I am here to assist you today. Am I chatting with Peter? YES Thanks. Just a moment please. There is no schedule because you've made the last payment for this policy term on 10/16/20. Your first year, you have 11 installments. There is no payment due in November and your next schedule starting in December will be sent to you next month. Does that take care of it for you today? I had a LONG conversation with a representative from TheHartford a couple of weeks back ... the guts of the conversation is that your company needs to do a whole lot better job of communicating the payment status of your policies to the customers ... I was a very young CFO a long time ago, and know a lot about invoices and statements that were used to communicate between company and customer in the old days, and what you do on your website is a joke ... PLEASE PASS THIS MESSAGE TO YOUR HIGHER UPS and have someone in authority communicate with me ... Peter Burgess You can call 1-800-423-6789 and request to speak to a supervisor on that call. I'm sorry if you don't feel the communication has been good. NO ... please send my message internally to a supervisor !!!!!!!!!!!!! I have no way to do that. There are managers on duty and the calls get transferred. I'm not a phone agent. Not your problem ... but another example of incompetent UX design. Thanks anyway for your help. PeterB | |||||||||