Tracker Direct Insurance (TDI) Best Customer Satisfaction! Are you sure?

This post is written by Arsalan Za, who is the Marketing Manager at SZABIST, Karachi.

Ever since tracker direct insurance came to into existence it has been regarded as one of the best insurance companies, being the pioneers for offering C-Track along with insurance it has caught the eye of many consumers. It’s comparatively costly then other brands like EFU, Adamjee etc but it provided good customer service

In the beginning, this helped to generate a good viral marketing effect for them as many people talked about their services to their peers and we all know nothing beats the word of mouth ability. Being a customer of tracker direct since many years I was certain that nothing can beat TDI, and it’s simply the best but until this year. As compared to the initial years as expected the quality and service of TDI has constantly dropped. Personal experiences and discussions with people tell us that they simply have stopped caring for their customers.

Recently I sent my car for a survey, which has been insured with TDI since 2006, my car never had an accident and I have hardly, took 1-2 minor claims from the company which were settled with no major issues.  This time the surveyor who came to see my car came up with all kinds of issues and problems with my claim which to mention was only minor. He was not at all cooperative, understanding or concerned about my satisfaction. I talked to his senior who had exactly the same caliber. After hours of discussion an agreement was reached.

Next day when I went to drop of my car I was told that another issue has come up and I will not get the claim until I pay 20% extra apart from the 40% depreciation from my total claim because my car was under insured as the market value of my car had gone up.

Confused and having no one to talk to I along with my father went to the head office, we wanted to talk to the manager we were made to wait for long time until an assistant came out. We discussed the problem with him and he came up with all kinds excuses to write us off.  We still urged to meet the manager but then another assistant came and started with his own stories. The result was that no one with authority came out to talk to us for even 5 minutes, as they are busy in a meeting. I was disgusted with the rude service, being such an old customer with 2 cars insured with this company I did not expect this kind of response.  Whenever my car’s insurance was about to expire the TDI people started bombarding us with calls and letters to renew our insurance, a month before, But we were not send a single letter which explained us this under insurance policy. When I asked why, the assistant told us that we don’t send these letters you should call and ask yourself. I asked him few question like what is my fault if the market price of my car went up I just got my other car repaired through EFU which has even higher market price but I wasn’t charged extra?, I asked him if considering Pakistan conditions after  10 years  the market price goes up even higher than the purchased price will u charge 100% depreciation and extra , I asked him why wasn’t I informed , I asked him the parts and labor is still the same as it was 2 years ago check Honda workshop and why should I pay extra?

The only answer he gave to all my questions was it can’t be done, he also said we have over 50,000 cars we cannot inform everyone.

Although I gave that person a piece of mind at that time, I am still surprised with the change in their service, I believe with bigger bank balance and expansion comes bigger responsibilities you can’t just write off your oldest customers. All I asked was good and polite service but that did not happen, it’s a sign that you are going downhill. No matter how much marketing you do and affiliations you make you have to be consistent and caring, but this experience of mine along with other experiences of my friends I will never choose TDI, my new car is expected very soon and I will never even think about TDI as a possibility, like said by the assistant at TDI “it’s your choice sir you can dissolve your policy and do whatever you like” I will soon dissolve both my cars insurance from TDI (total damage insurance)

Tags: assistant, best insurance companies, c track, caliber, car, claim, customer, depreciation, direct insurance, good customer service, insurance, market, pakistan, personal experiences, price, service, TDI, time, value of my car, viral marketing, word of mouth

Category: Brands