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Photoguard insurance - customer service


mattberry 15 259 14 Greece
15 Feb 2007 10:30AM
Hi,

Just wondering if anyone here has a policy & had any dealings with photoguard? (www.photoguard.co.uk)

I modified my policy online the other day, and to cut a long story short they messed it up and the amended policy is totally wrong.

I have emailed them about 4 times since Friday 9th Feb but haven't even recieved a response from them yet. I find this dreadful customer service, as I have no idea if I am currently insured or not. (the amended policy they sent me has no items on it!)

I'm interested to hear if anyone has anyone has had similar or different experiences with them?

Maybe I have chosen the wrong company to insure my camera gear with!

Matt

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Sabreur 14 767 England
15 Feb 2007 11:26AM
Any queries I have had have been dealt with quickly - whether by phone or email.
peterjones 17 4.9k 1 United Kingdom
15 Feb 2007 11:28AM
so far I have had no problems with Photoguard. They do nice pens too.
peterjones 17 4.9k 1 United Kingdom
15 Feb 2007 2:22PM
ooops my mistake, my policy is with Photoshield NOT Photoguard and I have no complaints re Photoshield; they are the ones who do nice pens; apologies to Photoshield and anyone else for my mistakes.

Peter.
Photoguard 14 10
15 Feb 2007 3:35PM
Hi Matt,

I'm the marketing director for Photoguard, ePhotozine alerted us to your message and I asked our customer services team to look into it. They sent me this reply to post on their behalf:

----------------

I am really sorry that you have experienced a problem with your recent online amendment. Photoguard was the first photographic insurance provider to give total flexibility to it's customers to amend, renew and make changes to itís policies online and during the last 9 months that we have been running this service, we have encountered very few problems and I hope this was your experience when you used this facility previously . Please accept our sincere apologies that our online system failed to meet your expectations on this occasion. We have identified the sequence of events that led to this failure and whilst they were not entirely attributable to our systems error, we accept that on this occasion we have let you down.

Regrettably, the emails you refer to have not been received by us. If you could forward a copy to us we would be pleased to check our servers which log incoming and outgoing email traffic and we have had no down time recently, so assuming they were sent to the right email address I am sorry but we have no record of these. I can give you my assurance (which is backed up by the service charter published on our website and in your policy documentation), that we adopt a very strict protocol on the servicing of incoming email enquires which are answered all with 12 hours of receipt maximum up 7 days per week, in reality they are answered usually with 1 hour of receipt 7 days a week up until 7pm each evening. I have viewed a 12 month history of customer feedback and comment and cannot find a single occasion on which we have failed to deliver within this standard. This information is independently reportable and auditable by the Financial Services Authority, our regulators.

Whilst I am grateful to have this opportunity to respond to your comments, we'd advise anyone to use the complaint procedure set out within the policy booklet, which would ensure that any problems would be dealt with swiftly. We are grateful for all feedback good and bad and we would like the opportunity to discuss this matter with you and resolve your complaint. Please contact our Call Centre on 02476 851000 when convenient so that we can discuss this with you in more detail.


Best regards,

Nicola Evans

Customer Services Supervisor - Photoguard

-----------------

I sincerely hope that we can resolve any problems you've encountered, please let me know if this doesn't happen.

Kind regards,

Giles Rees

PS - we will be at the Focus show (stand C1) with the lovely glamour model Brooke Lee if anyone would like to come and say hi and ask any questions or take any photos - trust me it will be worth it! We'll also have some GREAT pens Wink
mattberry 15 259 14 Greece
15 Feb 2007 4:21PM
Thanks for the response Nicola. Can you confirm the email address please?

Regards
Matt
Photoguard 14 10
15 Feb 2007 4:52PM
Hi Matt,

Try nicola.evans@pavilioninsurance.net or sales@photoguard.co.uk

Best regards,

Giles (on behalf of Nicola)
csurry 17 9.2k 92
15 Feb 2007 5:00PM

Quote:PS - we will be at the Focus show (stand C1) with the lovely glamour model Brooke Lee


Oh well then Giles you'll be sure to get my business next time - NOT!

Certainly wouldn't be high on my list of consideration points when buying camera insurance - Does the company have a glamour model at Focus? Still should bring in the usual crowd Grin
Photoguard 14 10
15 Feb 2007 5:14PM

Quote:Oh well then Giles you'll be sure to get my business next time - NOT!

Certainly wouldn't be high on my list of consideration points when buying camera insurance - Does the company have a glamour model at Focus?



Quite right too - if I was pitching for your business a) I wouldn't use a public forum as I don't like solicitation via forums and b) would clearly focus on the cover options.

If, however, I was letting people know that we were at the show and that we had an attractive girl to take photos of, then it would be an appropriate message would it not? Not really sure what made you think my ps was a sales pitch!!
15 Feb 2007 5:15PM

Quote:PS - we will be at the Focus show (stand C1) with the lovely glamour model Brooke Lee


I'm sorry, but that is SO 1980's. What a turn-off :-(

I'll be sticking with Aaduki Multimedia Insurance.
csurry 17 9.2k 92
15 Feb 2007 5:57PM
Tell me you're at Focus fine, but like Dave says the other bit is so 1980s and camera club and men in dirty raincoats as to be a complete turn-off for a great majority of today market for photo insurance.

If you want to see the sort of reaction it can provoke on here do a search for "Practical Pornography". Loads of members male and female ditched their subscriptions when the back pages of the magazine were filled with so-called glamour model ads (and that is no reference to Brooke as I have no idea what sort of work she poses for). These were more "cards in phone box" style!

So fine have something for the nerds that take their camera to focus, but it only attracts one sort of punter as far as I'm concerned. Sure you won't be the only ones.

And I'll be sticking with Glover and Howe thanks
peterjones 17 4.9k 1 United Kingdom
15 Feb 2007 6:06PM
It is just possible that use of a model on an insurance stand may mean that some of your potential clients won't take you seriously?
mattberry 15 259 14 Greece
15 Feb 2007 6:19PM

Quote:Try nicola.evans@pavilioninsurance.net or sales@photoguard.co.uk

Best regards,

Giles (on behalf of Nicola)



Ok just sent an email to both those. I have been sending the emails to sales@photoguard.co.uk already, so I don't know why they haven't been recieving them.

Matt
Photoguard 14 10
16 Feb 2007 9:21AM

Quote:Loads of members male and female ditched their subscriptions when the back pages of the magazine were filled with so-called glamour model ads (and that is no reference to Brooke as I have no idea what sort of work she poses for). These were more "cards in phone box" style!



It's an interesting perspective and I agree as a reader of PP since 2000 it did/has turned into a porn fest in the rear pages.

Happily, whilst Brooke may be a glamour model, she won't be wearing your atypical glamour outfit...in fact the one she's wearing was chosen by the girls in our office and my wife! So it's actually borders on cute rather than trashy!

The reason for using glamour models is at least they don't complain about being on their feet all day and they (in my experience) tend to be brighter than catwalk models...one of which asked me if 'mushrooms were meat' - I kid you not!

Anyway, regardless of whether you'll see us at the show or not - I hope you have a productive time there if you're going.

All the best,

Giles
Photoguard 14 10
16 Feb 2007 9:24AM

Quote:I have been sending the emails to sales@photoguard.co.uk already, so I don't know why they haven't been recieving them


Strange, I'll talk to our IT guys and see if your messages got caught up in our spam filter.

Best regards,

Giles


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