Swinton Insurance Reviews

Strata/CDL is the new system being taken on by Swinton without any formal training because the FCA said the system we where using was not complying with regulation. We keep being told how its amazing, our business growth has already declined by 30% and I know when we are in our 121 meeting this will be put back to us on the front line. We will be told that it's not good enough and we will suffer out bonus; We are scripted and have important things we have to disclose in many cases these prompts have not works causing us to 'fail' calls even though it is the system at fault this shows on our own personal files and effect our bonus. In Swinton there are not targets there are expectation... these are the dame thing as they effect your bonus; A balanced score card helps determine if you have hit a certain level to earn a certain bonus it is so balance that sales are worth more then customer service and solving complaints and keeping customer is not as valuable as creating new ones. Last week we turned a lot of people away because they did not ''fit into the system'' and now the system keeps crashing meaning we are turning more people away. And now they have announces they need people in Manchester so not only are we struggling but we have less staff to deal with the building complaints from customers. It is so stressful I really am considering going off sick or worse yet leaving. Oh and they also have issued this survey that we need to complete to tell them how we feel about the company so they can release the data publicly, we have been told that it is anonymous and that they will not know who has said what so we should be honest but they send a unique user code to everyone to log in so they know who we are meaning lots of people will lie and not tell the truth because they are worried about the backlash.

The way you to speak with customers is very robotic and possibly patronising to a client. Board keep saying they will simplify process, however the reality is far different. The process is not customer friendly and it takes along time to even do a simple change on a policy. I'm insured with a bigger insurer than Swinton for my car insurance and there process is what simple should be. They are fca regulated, so why all the unnecessary scripts that we have to go through. Just a waste of customer and company time.