Mazda Insurance & Accident Aftercare 点评

Dear David,

Many thanks for providing useful feedback.

I note from your file that the estimated completion date was changed from 1/9 to the 4/9 and that you were not notified of this until you spoke with the repairer on the 1/9. Clearly you should have been advised by ourselves of the delay with the estimated completion date. This is not of the usual high standard of service we provide to our customers, and we have addressed this with our repair management team to avoid this happening again.

Kind regards,

Donna

Thank you for your positive review. We’re delighted to hear how pleased you were with Mazda Car Insurance. If there is anything else we can help with, please don’t hesitate to ask.

Many thanks for taking the time to review your experience with us. We are investigating the issues you have experienced and we will get back to you with a full response shortly.

Many thanks for reviewing your experience with us. We’ve looked into your file and can see that the team were proactive with chasing liability with the third-party insurer but we apologise for not keeping you updated throughout the whole process. Your comments have been fed back to the file handler and team manager to ensure this doesn’t happen again. As liability was fully disputed by the third-party insurer, the only option in order to get your vehicle repaired was to claim comprehensively through your own policy, however I am aware that we handled the repairs through our Mazda approved repairer. Please accept our sincere apologies and assure you of our best intentions.

Many thanks for taking the time to review your experience with us. Please accept our apologies for not communicating how long the repair would take. I will pass your comments onto our Customer Experience team as we are continually looking for ways to improve our service and welcome all feedback. We’re delighted that your overall experience of Mazda Accident Aftercare was a positive one.

We’re very sorry to hear that your experience with us did not reflect the normal standard of service we provide to our valued Mazda customers. We will pass your comments onto our Customer Experience team who will call you to discuss the problems you have encountered. Please be assured that we take customer feedback seriously as we are continually looking for ways to improve our service.

Thank you for your 5-star rated feedback. We’re delighted at how pleased you were with the service you received. If there is anything else we can help with, please do not hesitate to contact us.