Hello,
Thank you for your feedback.
We are trying to fine tune our process with the contact rate for clients.
Initially, we had an issue with client's not being updated enough, so we implemented changes, then we had client's stating they had been updated too much during the claim process.
We're developing our system all the time.
With regards to the rogue agents, these issues have been eradicated and I am truly sorry you had to experience customer service below the standard I set for my company.
If I can help you with anything else, please let me know directly.
Kind Regards,
Edward Brazier
Director
Brazier Consulting Services Ltd.