One of my biggest pet peeves is phoning my insurance company. When I was younger, I was happy to wait on hold for half an hour. I didn't mind sacrificing my time as my insurance provider is deemed to be one of the best in the country. Today I'm not sure whether they are worth the hassle.
I recently went on vacation and accidentally missed a payment. This led to my insurer canceling my policy. I contacted the company to start it up again. Unsurprisingly I was on hold for 20 minutes before anybody picked up. The sales girl I spoke to was new to the job. A fact she happily told me as she was messing up my quote.
The sales staff kept me on the phone for an additional 20 minutes and then quoted me a very high price. According to the customer services representative the volcanic eruption in Iceland has affected my policy premium. Ten minutes later she gave me a lower quote as she had made a mistake calculating the premium.
So what can people like me do about long hold times, incompetent staff and high policy premiums? The short answer to this question is nothing. Consumers can either put up with this service or shop around for a better product. Unfortunately most of the more popular insurers have the same problems with their staff and wait times. Sometimes it is easier to stay put and hope you don't have to call them ever again.