Cycler 評論

Hi Steven, Thanks for taking the time to leave a review, we take all feedback very seriously here at NextGen. As you may be aware from reading our reviews, we reply factually to ensure that anyone reading your review is appropriately informed. I've taken a look into your complaint and can see that we issued a formal complaint response to you with the outcome some time ago. We make it very clear on what devices are and are not acceptable on each of our products when you purchase the policy, summarised into one very simple and readable sentence which you agreed to when you purchased the insurance. We can't be held responsible that you failed to read and understand the eligibility criteria. Your device did not meet that criteria and therefore you were not able to progress with the claim. Thousands of customers successfully claim with NextGen and we have a very positive outcome for them, however, they were eligible for the product that they'd purchased. Regarding the policy, we offered you to place on cover any device that did meet the criteria, you declined this. A month prior to your renewal, as your policy was still live as you had not instructed us to cancel it, we sent an automated renewal invitation which you declined and your policy was cancelled, as instructed. We do our very best here for Customers, however, as stated, when you purchased the policy, it was your responsibility to ensure that the product selected suited your needs and that your device was eligible. Regarding the moderation of your review - I believe you initially rated us higher than you wished to do so, I also believe that Feefo supported the change to the 1 star. I'm not sure how Feefo could have helped more. Thanks, Team NextGen

Hi, thank you for your feedback. We're pleased we got to speak with you this morning. As discussed, we're at a complete loss as to what has happened. We have your policy as being incepted in August 2020 and we have no record of any conversations, telephone calls or claim reports on either ours or our Claims systems. You stated on the call that you called us at some point in December/January to report a claim for a frozen screen, which as we just advised is covered under your policy, however, we have no record of this call and we have checked our call logs and administration systems for both months.We can also see that you have not logged in online to report your claim. We're unsure of who you called and spoke to and from what telephone number as you advised you may have used another device to call.We're unsure if you completed a google search for us and called someone else. We exist to support all customers in their moment of need and customer service is paramount so we're really sorry that on this occasion something, somewhere has not worked. However, it's very hard for us to pinpoint the issue as we're certain that you never spoke to any of our team. You remain a customer and fully covered for such issues and we've provided you with our contact details again should you need us. We're here 24/7. Thanks, Team NextGen