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Central Insurance Canada

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Submitted By vigneshlaidlaw
Words 2395
Pages 10
CENTRAL INSURANCE CANADA

Financial services case studies

Submitted to: Umar
Submitted on: 13/03/2014
Submitted by: Vignesh Kumar

Key Issues:

1.Loss of customers

The customer’s envelope was being upheld by the Canada post and requested to pay additional fees, to collect the envelope. This was because Central insurance Canada had not paid enough money to receive the post duly. The issue arose when there were additional inserts, leading to added weight in the envelope. The envelope contained policy statement and other promotional inserts. The customer got really frustrated because they were asked to pay for the handling fees of the mail and the GST for it. In addition, the premium bill or the policy statement was inside the envelope, which the customer has to pay. The customer felt really let down by the Central Insurance Canada (CIC) because, they were asked to pay the premium amount and above all the handling charges for the mail too. They immediately cancelled their policy and purchased a new policy from their competitive insurance company.

2. Improper handling of mails.
Improper handling of mails was another issue, which affected the Central Insurance Canada. There were nearly 620,000 units of outgoing mail for which they spent $400,000 yearly. All the mails consisted of different inserts and policy statements and envelopes. Most of the members had different schemes and packages available for them, Hence weight of the envelopes varied from person to person. All the mails were stamped and posted to Canada post. The mails were sorted and if the stamps posted were insufficient for the mail, then were sent back to CIC. If the stamps posted were found insufficient when it arrives in the post office. Then the Post office withholds the envelope and requests the customers to pay for the additional weight. This shows that CIC and Canada post has not

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