Last week I sent this tweet venting my frustrations at how long CGU Insurance have kept me waiting for finalization of my car insurance claim…
Background – In May, my car got trashed by a hail storm in Melbourne and After much back and forward it has been written off.
So the good, is I don’t have to go through the headache of getting it repaired, the bad – I love my car… and to add insult to injury, I’d spent $900 replacing the radiator 2 weeks before the attack of the killer hail storm occurred.
Anyway… enough about me!
So my tweet was actually to see if CGU are monitoring their social media presence.
Verdict is no they are not.
In this day and age, there is simply no excuse for a consumer focused company to not be monitoring Twitter and Facebook etc. No excuse at all… CGU even have a Twitter Account!
I really wasn’t expecting much from them if they did respond to my tweet.
To be honest, I would have just liked a reply.
I’m also pretty sure the reason for the delay is the sheer number of claims post the ‘Killer Hail Storm’. That’s cool, I get it, but CGU, you need to communicate better if that’s the case.
The point of this post is that I was playing the disgruntled consumer who vented via twitter, and I got nothing back… Nothing! But the good thing, for CGU, is I’m actually not super disgruntled, just a little frustrated.
What CGU, and any other consumer facing service not listening to the social web, must ask themselves is how many really disgruntled customers are complaining about them on Twitter every week only to have their voices go unheard?
Shame.
Leigh, what is the sound of one spammer clapping? Of any insurance or lead gen tweet, I challenge you to show me more than 1% of them being made by the brand themselves.
Good point Dennis – there is certainly a lot of spam and bot activity around insurance related tweets. My point though is that there is still no excuse for an insurance company (who has a twitter account) to not be monitoring, in some form or other. what consumers are saying about them.