Logan Maxwel

Review of regionaal ziekenfonds twenthe

My parents used to take out funeral insurance thro...

My parents used to take out funeral insurance through an intermediary. After my 18th birthday I had to take this over independently, I did not want the accumulated value to expire. When I was 23, I had contact with the intermediary again to check if everything still connected. I have asked for an appropriate increase in line with the rising costs in the funeral industry. My policy has been adjusted.

A few years later I wondered how things were actually going. It was a hassle to view my own policy. The reception was very reluctant and was also quick to discuss costs. This while I had no recent policy schedule at all.

Finally, with a lot of pain and effort, I got access to a login area. In this I could see the information. I was shocked by the fact that nothing had been done in line with my request from a few years ago. However, I had to go to my intermediary for this.

When that man arrived the excuse came that he had been overworked or something and everything was difficult. I could not understand this because he is simply responsible for my insurance. If he couldn't handle the work, he should have handed over his work in time to someone who could. A customer should not be the victim of this.

I asked Twenthe to get involved in this. To my surprise, they were completely behind the intermediary, while I could just hand over emails in which it became clear that the correct action had been taken. Twenthe once again came up with the excuse that I should have noticed that mistakes had been made much earlier. According to them, explaining that I was missing policy sheets was my problem. After all, I saw that there were recurring payments from them.

All in all, I could only get angry at the very incorrect handling and the lack of sense of responsibility. Quite apart from the Financial Supervision Act in which they were clearly inadequate ...

Now a few years later I thought it was time for a review. Not out of anger, but out of my continuing surprise in acting and in protecting other consumers. There is definitely a lot going well within this club. But when things go wrong, one is clearly unable to acknowledge the error. This while this was so easy to solve. Anyway, this party was more busy averting the debt than finding a solution.

If one wonders why I did not go to the Kifid. I consider the situation incorrect in principle, but not high enough for the value involved to bother the Kifid with such matters. Company like this should just be ashamed.

Very sorry, very unprofessional.