Lincoln and MetLife are two hardest companies to “raise the dead” on Customer Service. Insurance companies are supposed to provide a suitable customer service process that allows insureds and claimants to be able to reach representatives for questions and other issues.
If you’ve tried to reach either of these two companies lately then you will understand what I’m talking about. Several years ago, I actually had to call the MetLife corporate public relations office in order to get someone to talk to. It hasn’t changed.
To complicate matters insurance companies in general have transitioned to having “teams” manage claims, which for insureds means you never know who you are going to speak to. Many of the same insurers are on the “first name basis”, which also means no one takes responsibility for the claim.
Insurers are also hiring employees who can barely speak English. Putting all of the factors into play, insureds and claimants are NOT getting the best deal on Customer Service and having their questions answered. Even when you DO get someone to speak to, it’s doubtful they can actually help you.
DCS, Inc. recommends that you forget the phone calls and communicate everything is writing. Get what you want to say into the record. If you had trouble getting in touch with representatives, say so. It’s a mess out there, folks, and we just have to work through it.
