Claims performance March 2014

[1960mackem]

Here's our regular report on how well we're dealing with members' claims for missing/incorrect transactions:

claims20140301.jpg (36.95 KiB) Viewed 7900 times

We do everything we can to ensure that merchants track your transactions reliably (including sometimes dropping big name 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.

It's pleasing to report that we have only 2 overdue claims (i.e. have passed their target resolution date). All other claims submitted up to the end of November have been resolved. 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 allows you the option of appealing directly to members to have a rejected claim overturned. See details of our appeals process where your claim can be put to a binding vote of your fellow members

Hope you'll agree that this is a pretty good performance, which should give everyone confidence to recommend imutual to others.

[kevinchess1]

Good work
as my view from the trenchies, i have 5 clams in
One due to go over 2morrow

[1960mackem]

100% claim satisfaction here

[kevinchess1]

Good work
as my view from the trenchies, i have 5 clams in
One due to go over 2morrow

...and now it has

[rayf]

Good work
as my view from the trenchies, i have 5 clams in
One due to go over 2morrow

hope they're tasty - never had one myself so I'll shut up

[kevinchess1]

Just to say I've had one clam verified
Not the OD one
and another one needs resubmiting cause 'the 'Merchant won't look at them for 90 days'
So iIve got 3 now and a half

[kevinchess1]

As this don't seem to be updated from last month
I thought I'd let you know how my Clams are doing
Of the 5 one was paid
And one had the goalposts move so is now in Limbo
and one was rejected but Imutual are going to Try again
One of the 2 is now overdrawn

2 other trannys haven't tracked so will be claiming for them next week

[1960mackem]

I've got a claim in with a merchant whose Link page gives stats of

Tracking time 1 hour
Reward time 6 weeks
Reliability 99.5%

I've got a claim in with this merchant which is the second one I've had to put in for this merchant
The first one was paid Jan 28, 2014 for a transaction made Oct 26, 2013
and my second gives an estimated resolution date of 12/06/2014 for a transaction on Mar 17, 2014

Both claims were made due to non tracking, both payments (if the 2nd is verified as a success) are 13+ weeks in my case, so some rewards were either paid very quickly indeed or the stats are wrong ?

Is the reward time stated the average or the quickest ?
is the reliability stated for tracking or for payment ?

[1960mackem]

The stats for this merchant are a bit skewed, because they used to offer a reward for signing up - lots of these tracked and quickly, hence the fast tracking time and high reliability score. Since then, there have been two claims for missing purchases (both yours) so its more recent track record is not good. That said, the first of your claims got verified and we're hopeful that the latest one will to

If it continues to have tracking issues, we'll consider dropping the merchant.

As this don't seem to be updated from last month
I thought I'd let you know how my Clams are doing

We'll post updated stats this week.

By way of balance (in case visitors get an unfair impression), is it fair to say that of all your claims resolved to date, over 90% have been approved?

[1960mackem]

If it continues to have tracking issues, we'll consider dropping the merchant.

Hope we don't have to because what they offer is very good - if you like one of their deals then you'd have to look hard at beating what's on offer even when the cashback isn't taken into consideration (you gotta treat it like a bonus)