As a business we do the right thing regardless for our customers – when our service falls short of our customer expectations, we stand by our values and Brand, take accountability and move mountains to make it right. So, when we picked up that some of our customers had been confused when they signed up for Auto Surgeon, one of our scratch and dent motor products, we got to work immediately.
In the middle of last year, a new benefit was introduced to Auto Surgeon. This gives our customers the opportunity to claim for pre-existing exterior scratches and dents as a once-off claim up to the value of R2000. When we received claims for more than this, we realised the new benefit may not have been clearly explained, and this had resulted in some confused, disappointed and angry customers.
In our books, it's not only embarrassing but also totally unacceptable that our customers had this experience. That's why the entire business has rallied together to ensure we put things right with the customers affected. In the true spirit of The Unlimited, where the customer's experience has not reflected our values and standards, we've been calling them – and these conversations have started with a very sincere apology.
Departing from our values and what is right for our customers, we have paid all affected customers' February premiums. Where our customers had already begun the claims process, we are also honouring our obligations by paying out claims outside of the policy limits that we received within the policy claim period. This is a very painful lesson (R1 million in school fees), but it's the right thing to do.
For everyone at The Unlimited, this is a great learning experience. It's giving us the opportunity to chat openly with our customers and we have been blown away by their understanding. They are more than happy to hear us out and in many cases they have been surprised by our honesty. For this great response, we cannot thank them enough.
Whoever said growing a business is easy......