Today, at around 3:16 p.m., I called your customer service line to get information about Ray Insurance’s supplementary health insurance.
I was kept on hold for approximately 56 minutes, and I even took a screenshot showing the duration of the call. After this long waiting time, when I was finally connected, I was told that I had pressed the wrong option and that the department I reached could not assist me with my policy details.
When I asked to be transferred to the correct department to get information about my policy, I was told that I would need to call again from the beginning. After waiting on hold for nearly an hour, receiving such a response caused both a waste of time and significant frustration.
For a company providing services related to supplementary health insurance—where fast and clear information is essential—it is unacceptable to keep customers waiting for nearly an hour and then fail to transfer them to the appropriate department, forcing them to restart the process.
This experience has damaged my trust in your service quality and made me feel that your processes are not customer-focused.
I request that I be contacted directly using my policy information and provided with detailed information about my supplementary health insurance as soon as possible. I also ask that your call center routing system and internal processes be reviewed to ensure that customers are directed quickly and effectively to the correct department.
Finally, I expect that necessary actions be taken to resolve my inconvenience and to prevent similar situations from happening in the future.
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