The insurance company DVV has send a contentment survey about fire insurances to someone who died in a fire. In October 1998, there was a huge fire in an apartment in Meer. Tom Koyen lived there 18 months and he was the only one that didn’t survived the fire. Ten years later, there is a survey from DVV for the family of Tom. Off course, this is a very unpleasant surprise. The survey didn’t arrive with Tom’s parents but with the neighbors. They’ve brought the survey to the parents of Tom. In the survey, the question rose if the parents of Tom were satisfied about the way DVV handled things when Tom died or not. This was to improve their services. The parents of Tom were not happy with the letter and they took it to the office of DVV. The insurance company itself didn’t understand how this misunderstanding could happen! The insurance company apologized to the family and guarantees that this kind of mistakes will never happen again.
I completely understand why Tom’s parents were mad and sad. Their son died in a fire and DVV sends them a letter about the fire insurances. The memories and experiences they have with fires are definitely not positive. I think it’s inappropriate to send these kinds of surveys to people who’ve lost a son in a fire. The insurance company has to take care of their administration and these things, they should keep in mind. They have to know all the cases of deceased people and they should not sends surveys about the contentment of the fire insurances to them.
Nathalie COUDEVILLE
SOURCE: http://www.standaard.be/Artikel/Detail.aspx?artikelId=RM29CA2N&word=verzekering
I completely understand why Tom’s parents were mad and sad. Their son died in a fire and DVV sends them a letter about the fire insurances. The memories and experiences they have with fires are definitely not positive. I think it’s inappropriate to send these kinds of surveys to people who’ve lost a son in a fire. The insurance company has to take care of their administration and these things, they should keep in mind. They have to know all the cases of deceased people and they should not sends surveys about the contentment of the fire insurances to them.
Nathalie COUDEVILLE
SOURCE: http://www.standaard.be/Artikel/Detail.aspx?artikelId=RM29CA2N&word=verzekering
This is a terrible mistake of the insurance company DVV. It is grave that the victims’ family was faced with the death of Tom because of a stupid inquiry.
BeantwoordenVerwijderenDVV takes his responsibility for the mistake. I think it is good that the company will investigate what has happened wrong and who is responsible for the failure but DVV should be more attentive and should double check their affairs in the future instead of rectify such painful situations.
Sofie De Cooman