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How confident would you be dealing with an insurance claim if something went wrong with your car or at home? David, Hilary & son Luke didn鈥檛 feel confident when a leak was found in their home and enlisted the help of a claims management company. That was nearly a year ago, and the family still have no idea when they鈥檒l get back home. Holly meets David at the house to find work hasn鈥檛 even started, while producer Daniel asks the insurers and claims management company what caused the delay. Insurance expert Malcolm Tarling explains the role of claims management companies in the insurance industry.
Listener Pat got in touch to see if the team could help her get a refund from an airline. Pat had done everything she could, but couldn鈥檛 get an answer or any progress, she could even get to speak to anyone. Producer Daniela drew the short straw and joined the queue, listening to the dreaded hold music.
In recent episodes we鈥檝e referred to banking features like chargeback and automated billing updater, but what do they actually mean? Personal finance expert Iona Bain explains.
They say the customer is always right, but anyone who works in retail knows that鈥檚 not always the case 鈥� if you have a customer service nightmare experience you want to share, we want to hear it. Send them in to cfb@bbc.co.uk