Case Studies

Customer Care Crucial

The Problem

Case study:
What can be learned: the expert's advice Read More

From the Client's Perspective

A client submitted a disability claim on a mortgage insurance policy, and received a letter confirming approval of the claim. The amount awarded was deposited to the client's account. Several weeks later, the client received another letter, this time withdrawing the original acceptance of the claim. The client was upset and confused by the reversal of the decision.

From RBC's Perspective

Due to administrative errors during a change of insurer for this policy, the client's claim had been evaluated, and accepted, based on a type of coverage the client did not have. RBC Insurance discovered the errors and withdrew their original acceptance of the claim. They recognized the serious impact this mix-up would have on their client and contacted the Office of the Ombudsman for help in saving the relationship.

The Resolution

The Office of the Ombudsman reports, "We agreed to help, and also offered a thorough review of the client's claim based on the valid coverage and accurate information. Although the client was not entitled to an award under the policy, RBC Insurance took full responsibility for the quality of service which fell short of the client's expectations. The parties reached an understanding which resulted in a formal apology as well as an offer of financial compensation from RBC Insurance. With this closure, the client was then prepared to work with a personal banker to refinance the remaining mortgage.

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