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this complaint is about the service standards of the SLIC call centre. my kaduwela insurance agent stepped in, to sort out this matter. however, the call centre and engineers have VERY poor standards.
my car was scraped due to streach of road with large potholes in Biyagama rd (Kaduwela end). the potholes cannot be avoided because filled with water and i cannot see the shape or depth of the holes.
i suspected car might be scraped, so checked when returned home after journey.
when call SLIC hotline AND gave them location where the road is damaged, i was told service can only be provided in the location of acident.
i told them,
i cannot stop in middle of high traffic biyagama road, inside pothole, in the rain, to check if scraped.
they insisted, i should have called them at location.
so, i called my kaduwela insurance agent.
1. Kaduwela agent already knew the state of Biyagama rd, in this specific location. so he called the relevant parties and arranged for inspection visit at my house.
2. the technical officer who visited, ALSO knew of this location in biyagama- kaduwela road.
3. he checked the car and told me to get underside of car checked and revert with estimate.
SLICs call center service standard is disgusting.
they assume you are dishonest, but they have no problem NOT providing decent service to a customer who has paid the insurance premium for years.
they also paid NO consideration to the state of the roads, high traffic, and prevailing weather conditions.
Desired outcome: please convey this complaint to SLICs management and other relevant parties to improve their service standards. conducting CSR activities is NO compensation for abusing customers.
