Booker T Washington Ins Co

04/20/08

Bad customer service

by patstewart at Citysearch

3/14/08 I went to the BTW Insurance Co. ( I phoned earlier and only got someone's voicemail; I asked for a return call but didn't get one).

Once there I spoke with a woman who I believe could've helped me, but she didn't. I explained that my mother had died in 2006, and that my mother had purchased policies in the 1960's and 1970's on me and my brothers and sisters. The BTW customer service rep. searched her data base and found that the information was true. I showed her information where my mother had passed, and where she made me beneficiary of her policy. I showed her the obituary of my dead brother. She asked me if I had paid for my mothers funeral expenses (?); she stated she needed proof of such. I will submit the information, but I want to know who will BTW pay for policies on dead relatives if not the living relative who are paying the premiums?

01/23/07

bad customer service

by babydoll903 at Citysearch

I called BTW @ 205-328-5454 to speak to customer service @ 8:15 am and I get a voicemail I was very surprised and then i called back and ask to speak to a live person i state that i was calling from Mass and I really need to speak to someone and i did get a live person and i stated that i need to make a payment and she asked me for the policy # or account # i explain I dont have that infomation and she said there was nothing i can do for you you have to have one or the other i then said you cant go by ss# or address she said no i then explain there was a person in Ala handling that account who has now deceased and we dont have that infomation she then tell me i have to write to BTW and request the informatin i said i dont. all i would like to do is send a payment she said that is the only way i could help you can you believe that I then i asked to speak with a manager and she sent me to voicemail i then called back and ask switchboard if there was a manager available she said she hasn't come in as of yet i said what time is she expected she said i dont no i then asked for another and i could not get another manager i said ok thank you and then called 205-458-3736 and i got a live person who happen to be a manager and i explain to her and she was very nice i gave her name address ss# she gave me balance and mailing address she was really great thats what i call good customer service i did not get her name but honey you have just destressed my morinng hugs and kisses to you thank you

To BTW

why are you paying these employees in that department if you cant get good customer service. i would think customer service should have done what the manager did for me not the manager doing customer services job your manager who i spoke with was great