Claims performance March 2014

richard@imutual
Posts: 4267
Joined: Wed Jun 23, 2010 10:19 am
Sharing: 3stars.png
Has thanked: 1753 times
Been thanked: 3475 times
Contact:

Claims performance March 2014

Post by richard@imutual » Sat Mar 01, 2014 12:10 pm

Here's our regular report on how well we're dealing with members' claims for missing/incorrect transactions:
claims20140301.jpg
claims20140301.jpg (36.95 KiB) Viewed 4964 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 :thumbup:

Hope you'll agree that this is a pretty good performance, which should give everyone confidence to recommend imutual to others. :)
Thanked by: 1960mackem, kevinchess1, Mel, HDee

kevinchess1
Posts: 21879
Joined: Mon Jun 28, 2010 11:02 pm
Location: Miles away from the sea
Has thanked: 10915 times
Been thanked: 14936 times
Contact:

Re: Claims performance March 2014

Post by kevinchess1 » Sat Mar 01, 2014 1:15 pm

Good work :thumbup:
as my view from the trenchies, i have 5 clams in
One due to go over 2morrow
Politically incorrect since 69

1960mackem
Posts: 2538
Joined: Sun Jul 11, 2010 2:53 am
Has thanked: 1219 times
Been thanked: 1755 times
Contact:

Re: Claims performance March 2014

Post by 1960mackem » Sat Mar 01, 2014 1:59 pm

100% claim satisfaction here :-)
Thanked by: kevinchess1

kevinchess1
Posts: 21879
Joined: Mon Jun 28, 2010 11:02 pm
Location: Miles away from the sea
Has thanked: 10915 times
Been thanked: 14936 times
Contact:

Re: Claims performance March 2014

Post by kevinchess1 » Mon Mar 03, 2014 3:10 pm

kevinchess1 wrote:Good work :thumbup:
as my view from the trenchies, i have 5 clams in
One due to go over 2morrow
...and now it has :thumbdown:
Politically incorrect since 69

rayf
Posts: 1495
Joined: Fri Nov 12, 2010 8:50 pm
Has thanked: 374 times
Been thanked: 604 times
Contact:

Re: Claims performance March 2014

Post by rayf » Mon Mar 03, 2014 3:16 pm

kevinchess1 wrote:Good work :thumbup:
as my view from the trenchies, i have 5 clams in
One due to go over 2morrow
hope they're tasty :lol: - never had one myself so I'll shut up ;)
Thanked by: kevinchess1

kevinchess1
Posts: 21879
Joined: Mon Jun 28, 2010 11:02 pm
Location: Miles away from the sea
Has thanked: 10915 times
Been thanked: 14936 times
Contact:

Re: Claims performance March 2014

Post by kevinchess1 » Mon Mar 17, 2014 5:45 pm

Just to say I've had one clam verified :thumbup:
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 :?:
Thanked by: richard@imutual
Politically incorrect since 69

kevinchess1
Posts: 21879
Joined: Mon Jun 28, 2010 11:02 pm
Location: Miles away from the sea
Has thanked: 10915 times
Been thanked: 14936 times
Contact:

Re: Claims performance March 2014

Post by kevinchess1 » Tue Apr 08, 2014 8:50 am

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 :thumbup:
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
Thanked by: blythburgh
Politically incorrect since 69

1960mackem
Posts: 2538
Joined: Sun Jul 11, 2010 2:53 am
Has thanked: 1219 times
Been thanked: 1755 times
Contact:

Re: Claims performance March 2014

Post by 1960mackem » Tue Apr 08, 2014 10:17 am

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 ?
Thanked by: blythburgh

richard@imutual
Posts: 4267
Joined: Wed Jun 23, 2010 10:19 am
Sharing: 3stars.png
Has thanked: 1753 times
Been thanked: 3475 times
Contact:

Re: Claims performance March 2014

Post by richard@imutual » Tue Apr 08, 2014 1:28 pm

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 :thumbup:

If it continues to have tracking issues, we'll consider dropping the merchant.
kevinchess1 wrote: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? ;)
Thanked by: 1960mackem

1960mackem
Posts: 2538
Joined: Sun Jul 11, 2010 2:53 am
Has thanked: 1219 times
Been thanked: 1755 times
Contact:

Re: Claims performance March 2014

Post by 1960mackem » Tue Apr 08, 2014 1:38 pm

richard@imutual wrote: 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)

Locked

Who is online

Users browsing this forum: No registered users and 3 guests