Claims performance as at 18 Feb

richard@imutual
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Claims performance as at 18 Feb

Post by richard@imutual » Fri Feb 18, 2011 1:44 pm

In order to give a bit of reassurance on how we're managing the cashback service, I thought you'd be interested to see our "claims performance" stats i.e. how we're handling queries about missing / incorrect rewards

As you will see in the attached file, we've exceeded our target of resolving 95% of claims within two months. In fact, we've resolved 100% and not a single claim submitted during October and November was declined :thumbup:

That's going to be a hard level of performance to maintain as the number of transactions grows, but we'll do our best :)

Note: this doesn't include claim records we created from December onwards - we'll report on those next month
Attachments
imutual_claims_20110218.gif
Claims performance as at 18 Feb
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Re: Claims performance as at 18 Feb

Post by cccashbacklover » Fri Feb 18, 2011 3:59 pm

How many transactions/claims were actually involved please. ;)

"In fact, we've resolved 100% and not a single claim submitted during October and November was declined"
There are those who agree with and those who are convinced to agree with and I fall into neither of those categories ....

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Re: Claims performance as at 18 Feb

Post by richard@imutual » Fri Feb 18, 2011 4:04 pm

Well, ok not many. (I don't want to make a habit of revealing exact transaction numbers but it was only double figures)

But it's the percentages that matter, people. The percentages 8-)

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Re: Claims performance as at 18 Feb

Post by Bruce » Fri Feb 18, 2011 4:48 pm

Would it be possible to change the colours in the table before next month's figures - somewhat reminds me of "another" website :P

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Re: Claims performance as at 18 Feb

Post by Mel » Fri Feb 18, 2011 5:25 pm

richard@imutual wrote:But it's the percentages that matter, people. The percentages 8-)
Spoken like an expert bulls*itter!! :)

Ric
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Re: Claims performance as at 18 Feb

Post by Ric » Fri Feb 18, 2011 6:41 pm

Mel wrote:
richard@imutual wrote:But it's the percentages that matter, people. The percentages 8-)
Spoken like an expert bulls*itter!! :)
You can cover up a lot of things with statistics.
You may remember this thread.
We know from history that claims on other sites RY was formerly associated with didn't appear to be chased. Many people received the same bog standard message once a month saying that no response had been received from the merchant. After many months high value claims appeared to get rejected and low value claims appeared to get paid out of company funds as a goodwill gesture. I had hoped things would be different here.
From michelle@imutual On 26 01 2011 10:07
Hi Ric, thanks for your query.

Apologies that your claim has taken so long to resolve. In this case we have still not received any confirmation of your transaction or payment from this partner. However, given that you have waited so long for this to be resolved, I have now verified your claim and awarded the cashback anyway.
Yes, this is a satisfactory outcome for me as an individual. I have personally had all my claims verified and awarded here. But I don't feel this practice is for the greater good of a company we are supposed to own.

So let's have some more transparency.
- How much, both in monetary value and in % of claims resolved, have been paid out of company funds?
- Of those paid out from imutual funds, what was the average value?
- What is the average value of each rejected claim?
- With regards to claims paid out of imutual's pocket and those that are rejected: how many times do you chase the affiliate network, how frequently and by what method?
- Why after nearly 8 months of imutual have you not seen fit to create a proper claims system/section?
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Re: Claims performance as at 18 Feb

Post by kevinchess1 » Fri Feb 18, 2011 6:46 pm

No pleasin some people
So if the claims had been in 3 or 4 figures
posters would be happyer :?:
100% resolved and paid is..well...how can CS do better :?:
However
The good news stops at the end of this sentence
CS won't make 100% for December
because I have an outstandin claim from then that is
still unresolved
On the 8 week and a day anniversary
I posted on the forums and got an immediate update to say
that the fella dealin with it was bac from his hols this week
That was the beginin of Last week
Since then nothin :(
Though I won't be surprised if I get anpother update now ;)
Politically incorrect since 69

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Re: Claims performance as at 18 Feb

Post by Ric » Fri Feb 18, 2011 6:50 pm

You are missing the point Kevin. Maybe read again and digest this time.
Of course I am personally pleased to have had all my claims resolved and paid out. That is not the issue, there is a wider picture.
kevinchess1 wrote:No pleasin some people
So if the claims had been in 3 or 4 figures
posters would be happyer :?:
100% resolved and paid is..well...how can CS do better :?:
However
The good news stops at the end of this sentence
CS won't make 100% for December
because I have an outstandin claim from then that is
still unresolved
On the 8 week and a day anniversary
I posted on the forums and got an immediate update to say
that the fella dealin with it was bac from his hols this week
That was the beginin of Last week
Since then nothin :(
Though I won't be surprised if I get anpother update now ;)

rayf
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Re: Claims performance as at 18 Feb

Post by rayf » Fri Feb 18, 2011 8:25 pm

Ric wrote: You can cover up a lot of things with statistics.
Very true :!: ................... 93% of all statistics are 50% false ;)
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Re: Claims performance as at 18 Feb

Post by expressman33 » Fri Feb 18, 2011 9:05 pm

rayf wrote:
Ric wrote: You can cover up a lot of things with statistics.
Very true :!: ................... 93% of all statistics are 50% false ;)
Any O level maths student can prove 1 = 2 :roll:

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