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SilentCallsVictim
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Many companies now use web forms rather than publishing email addresses, for customer enquiries, as this performs (at least) two functions: reducing the amount of spam and encouraging enquiries to be presented in a form that clearly gives relevant details and facilitates mindless processing.
Aviva seems to make it clear that claims should begin with a telephone contact, offering two geographic numbers for calls from overseas. As it would be more expensive for them to handle enquiries by telephone, rather than by email, I cannot think that this is being done for any sinister reason.
The modest subsidy that is derived from UK callers to the 0844 numbers (often at far greater premium cost to the caller) represents a very silly way of reducing costs - I would be very surprised if it came anywhere near tipping the balance between the cost of handling a telephone enquiry and an enquiry by email.
It may be appealing to imagine that no email address is published so that money can be earned from the 0844 telephone numbers. Because the one is generally free of charge to the customer whereas the other can be very expensive, it may seem that the rip-off is deliberate and the withholding of an email address is part of the scam.
My own belief is that if Aviva and all others were required to publish the "Service Charge" imposed as a result of using 084 numbers (as is currently proposed by Ofcom) they would soon give them up. If they seriously want to earn money from customers who call in with enquiries, there are plenty of premium rate ranges that yield a significant return on incoming calls. For a serious call centre operation the level of subsidy earned from a 084 number should not be worth the nuisance caused to callers who are aware of what is going on.
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Aviva Travel Insurance e-mail address (Read 11,638 times)
