Contact Lenses and Contents Insurance: a Customer Service Odyssey

contact-lenses-contents-insuranceThe topic of whether your contact lenses are covered by your contents insurance may not necessarily win many international prizes as being the most scintillating, but researching the answer proved to be an odyssey in customer service. You would think finding out the answer would be a simple and straightforward task; but no – far from it!

There was one clear winner when it came to customer service: AMI insurance. Read on to hear why and how some of the other providers fared.

The basics

There are various types of insurance that you can take out to protect your home but contents insurance simply refers to insurance that you can take out to cover damage and loss to the personal belongings in your home. Naturally, before you buy any policy you also need to check who is covered and if this includes the whole family and/or partners.

For some people, the idea of spending time checking and comparing insurance policies is as inviting an idea as having a tooth extracted without anaesthetic, but you could save a lot, and it is important to know what level of insurance you will get and how much your premiums will cost, as well as whether you have to pay an excess to make a claim.

The journey begins

The first provider I decided to try my luck with was Kiwibank. The contents insurance section of the website is clear and well laid out, with a detailed explanation of the two types of cover. The Extra cover option includes contact lenses ‘with no excess or excess refund’. However, the policy also states that this does not include ‘disposable contact lenses’, and since most people wear disposable lenses of some sort or another, I decided to check what the definition of this is since it is not included in the detailed policy guide.

Emailing customer service was easy enough and the reply came back as a thread. The online customer service agent had forwarded the query to an insurance specialist but then the final thread was an auto-response directing me back to the website and the query was marked ‘solved’. But no it wasn’t and I still don’t know the answer so 6 out of 10 I think.

The next on the list was AA Insurance. The website is easy to navigate although more general than Kiwibank’s and the detailed contents insurance policy made no mention of contact lenses. Firing off an email was easy and I received a prompt reply from a customer service agent stating that generally speaking contact lenses would be covered if they were prescription lenses (but not cosmetic lenses). I replied asking if this included disposable contact lenses but did not receive a response. So in conclusion, prescription lenses are apparently covered and my overall satisfaction rating was 8 out of 10.

Next up was AMI Insurance, which has a clear and easy to understand section about the three different levels of contents insurance: standard, premier and advanced. Since the wording online did not specify whether contact lenses were included, I sent an email and received a prompt and detailed reply saying that there is no exclusion, so contact lenses would be covered. Making a claim would mean payment of an excess, which would either be $250, $500 or $1,000 depending on the type of insurance held. AMI customer service was clearly the winner here – prompt, informative and professional, so 9 out of 10.

And the not so good……..

Emails were invented so potential customers can find out further information easily and relatively quickly, so when companies don’t reply to emails it sends a negative signal. My request for information went unanswered by Westpac insurance and Tower. What’s more, the online contact form for Westpac required copious amounts of personal data to be included. So 0 out of 10 for those two!

If you want to save money on contact lenses, remember to buy your contact lenses online and use our special price comparison tool. It is an easy way to find the cheapest deals, irrespective of whether you have contents insurance or not!

2017-09-20T02:48:31+00:00 Lifestyle, News & Innovations|