It's been a while since I posted a report on how well we're dealing with members' claims for missing/incorrect transactions but I thought it worthwhile to show you the following:
We do everything we can to ensure that merchants track your transactions reliably (including sometimes dropping merchants who prove unreliable), but occasionally, for reasons largely out of our control, one of your transactions will fail to track correctly. We then have a quick and simple claims process so you can tell us about it, and we then chase the merchant on your behalf.
As you can see, there was a spike in the number of claims during January, April and May. This was due to some tracking / reporting issues with a couple of popular merchants, which we're now largely on top of.
Thanks to Michelle's hard work, we have no overdue claims (i.e. passed the target resolution date) as of today.
All claims submitted up to the end of May have been resolved. It's also pleasing to see that our rejection rate for recent claims remains below 15%. The overall number of claims, relative to our total transactions, remains very low
We want imutual to be trusted to deliver reliable cashback rewards, not just promise the best rates. So we place a very high priority on how well we deal with missing/incorrect transactions, and hope in turn that this will give you the confidence to recommend us to your friends, family and other contacts.
And remember that, uniquely, imutual offers a cashback guarantee covering over 90% of its merchants So don't be shy about spreading the word....