I bought 1 prudential investment linked some.... 5 yrs ago.

And 2 yrs ago, my origin agent (a friend) quit, migrate and my policy was handled by another agent (from the same group)

I am not satisfied with the service provided. Used to call him up but he didn't pick up, neither bother to call back.

Last year I meet another friend, she joined a different group. Much more reliable (At least I know she picks up my call at midnight for coffee) so I don't worry I am hospitalized tomorrow but unable to reach my agent.

She has to sign a agent transfer form, as well as the commission transfer

As we all know, an agent earns 6 years commission from a client. The problem now is this agent wouldn't want to transfer. Yet I am dissatisfied with the service. I don't even get any diary or anything for 2010 paying lumsum for yearly

I can just keep paying as usual, but I do not want my friend to work for free. There is no win-win situation.

One more reason is because Prudential agents have very big 'office politics' got me so mad before (Got some issues before) I just wanted to cancel the whole policy, this is yet another politic that victimized the client I prefer matured agents from GE & MAA, at least they know Customer Service, But thinking of it, I've paid 4 years and it's just not worth it.

Any way to sort this out? Insurance line people?

Maybe you can try to call up the Prudential HQ and complain about the agent. I do know that for some reason you have the right to apply for transfer of agent. But this step might caused your previous agent in deep trouble like terminated.

However, do you try to talk to your current agent? If you really dissatisfied with his or her performance, you can call the Prudential Hotline.

And for any reason, my advice is not to give up your current policy, it wouldn't worth it. Your policy is as good as you buy it, its just the agent and not the policy.

Hope this help,
Weikian
GE Agent

This post has been edited by weikian: Jan 5 2010, 12:44 AM

my 1st agent has already quit & migrated as mentioned.

so i want to know, who is earning my commission now? is the 1st agent or 2nd agent?

This is madness, how can agent provide crap service and still refuse to relinquish commission for transfer of agent, my advice is, if proper channels doesn't work, write and complain to newspapers like Malay Mail

i think should be the manager, if no manager, will be the company

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Added on January 5, 2010, 10:17 amcomplain directly to the company

This post has been edited by leongal: Jan 5 2010, 10:17 AM

Hi Hivemy,

My advise to you would be to go to the company directly and say you'd like to change the servicing agent. Please do provide a plausible excuse to the company to initiate the transfer.

While the transfer is taking place, the so called current servicing agent might try to persuade you to cancel the transfer as it might affect their KPIs. Just stay firm and you'll get your transfer done.

When it comes to transferring policies, you need to make sure you choose the right one inform the company sternly, maybe even threatening to bring the business elsewhere. Hope your transfers get through soon.

Cheers,

HH

leongal: the company manager as in the 'same group' manager?

1. does that means my origin agent no longer earns my commission when he decided to quit?

2. does that also means my 2nd agent whom my account is transferred to him does not earn any commission?

(because it makes sense i do not get service when he doesn't earn my commission)

nobody wants to work for free! and we all know insurance agents works on non-salary commission basis

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Added on January 5, 2010, 12:43 pmi have wrote a letter to LIAM before to complain about 'victimized client when an agent quit', but no respond. I guess just a dummy association, and again now, i want to double confirm again to get my fact right before i bring this matter further!

This post has been edited by hivemy: Jan 5 2010, 12:44 PM

your agent will not receive any commission if he is being "terminated" by the company; as long as there is no official notice of termination, yes, he stills earn the commission...

assuming my 1st agent is being 'terminated' due to non-performing (the last time i knew him he was venturing another business instead of insurance line)

and he moved out of town later, does that mean you are saying he no longer earns my commission? if so, means the 2nd agent is earning my commission OR his manager is collecting my commission?

because i want to know exactly who is earning my commission now.

This post has been edited by hivemy: Jan 5 2010, 01:40 PM

Agents are human too; do u expect everyone to pick up your call in the midnight? U nit dr more than the agent at that point; while payments can be sorted after the wee hours....and u should have known your rights as an insured at the point of purchase

Is good service equivalent to "getting diary or anything for 2010"

Moreover, you are not the only customer for the agent; how many millions are u buying? You are outright demanding and i truly feel sorry for your agent.

This post has been edited by dulan88: Jan 5 2010, 01:48 PM

out of curiosity, wat kind of service tat lead u to call him?

Never heard of an agent terminated because he or she is non performing. Termination happens normally due to fraud, not attending required classes etc. Some agents sometimes takes more than a year before being 'HOT' enough to make a living in insurance.

If you have signed an agent transfer form, the person getting the commision would be the person you transferred to, ie the second agent. I do want to know also, what service you required that you called the agent around midnight?

allianz did to my fren - terminating her because there wasn't any sales from her for almost a year....

Well, if there weren't any sales, that's not non-performing. That's not working at all.

I believe they have certain annual quota for termination. And if the agents do able to maintain the quota then he will continue to receive commission as he is still not terminated.

Dulan88, the way you say is wrong. Agents are indeed supposed to service their customers even though they may have plenty of customers to service. Customer is always right and its not depending on how much they pay. Isn't it not fair for those who cant afford much? I believe agents should treat it fair for all the customers.

yah...pardon me.....actually i should rephrase the sentences - not to discriminate the not so wealthy; n i felt that agents too r humans n they have their own lives....so, it is not right for a person to call the agents for no reason at wee hours; even at wee hours, should think whether it would be reasonable to call - or could it wait till the next day....

Most of the time, the reason agents would get a call from customers in the wee hours if the customers aren't informed of the correct procedures to through in an event of emergency. So at times fault lies with the agents as well as they have failed to inform the customer as they should have.

Most customers are usually very reasonable people and would understand that their agents are humans too but that should not rule out the agents responsibility towards their clients.

No worries, customers must therefore understand or find out the reason behind the agent who do not service them before judging anything. However, agents also should understand and put them in their customers' shoes as there must be an urgent or something serious that make them call you. They might already panic and need advices.

The key word to me is being there when you're supposed to be....

Yea, and try your best to solve the client's problem.

don't misunderstand...

1. i call up the agent because i wanted an appointment with him regarding my insurance status after buying for 2 years+. and i wanted to meet him (after i receive the letter from prudential that i have been assigned a new agent - he called me up before) -- this was LONG time ago, and i made that call multiple times at daylight

2. maybe he is busy prospecting at day time - fine, i call many (4-5) times on different days, and he never call me back. finally i call again and he pick up and we have a meeting. he had reexplained my status - but i still don't like how he did not pick my calls. i cleared my outstanding

3. but he did not meet my colleague which also buying from my 1st agent. so i called him up again. finally my colleague fed-up and transfer his agent to a girl (his own friend, also in prudential)

4. and so i learn & start to understand the complexity of this case because agents had explained how their commission goes. at the same time, i have been defamed due to my relationship with my friend (that time she was a rookie agent). It was all about payments. i wrote a letter of complaint of bad ethic. since then i started to know all the office politics inside. End up quareled with her MANAGER. pushed my complaints to LIAM & Pru, and I got a letter from Pru of Apology from HQ - fine, i forget the whole thing (But I was really pissed).

5. Since that I stop paying until the case is settled. At closing of YE2009, I noticed my outstanding. Call up my agent and I wanted to pay (1 year). Again the then forgotten commission issue was raised, so I told her I will hold the payment - I won't pay until I know the person who earns my commission give me service. Instead I told my friend to take over as my agent because she is reliable, as in: We can go for drinks anytime (as friends) and I knew she is there to pick up my call if I were to be hospitalized at midnight accident (as an agent!)

So if there is no win-win situation, why would she work for me? I wouldn't want her to work for free either. This is business

But time is short, I need to revive my policy urgently - but I don't want people working for free while the another earns my commission without even knowing that I exist as his customer.

I am not asking for free gifts but at least, they serve. I paid yearly RM900 for my car insurance I still get free bag, but life insurance worth RM3k a year, i wish for an umbrella since it's rainy season these days.. what do they call it.. sediakan payung sebelum hujan! And if I am hospitalized, I bet the 2nd agent will not know. Perhaps he's too busy prospecting and knowing he doesn't earn my commission, won't even bother to process my claim or sees me at the hospital. After all, car fuel = money. saliva = free. talk is cheap.

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Added on January 6, 2010, 12:02 amBack to the issue...

I called my close friend, He's with GE. And told me that when such case happen, the commission goes to 1st agent I/O (immediate officer) - which i believe is the manager?

Can someone clarify this?

This post has been edited by hivemy: Jan 6 2010, 12:02 AM

stuff like this happen everywhere where there is 'agent' concept .... not just Prudential. Mutual Funds, direct sales, MLM ... all same.

just let me know

1. current agent full name, optional IC, group name, group location
2. new agent full name you want to transfer to, group name, group location

and I see if I can help you.

But the best is to write an official complain letter to HQ

1. describe story like your first post - old agent left, u don't know replacing agent and he doesn't serve you
2. the replacing agent face to face tell u he won't transfer
3. the new agent you want to transfer to agree to serve you
4. pls transfer my policy to new agent by 18 Jan or else please kindly let me know how much cash I get back if I surrender NOW as another GE agent has proposed me an equivalent policy.

This post has been edited by mtsen: Jan 6 2010, 12:40 AM

i don't want to surrender my policy (i do not think it's worth it)

I want to collect facts before I write a letter. and before I write a letter, I will sit & talk to my agent agency manager. With knowledge, i have strong arguement to pin point.

I have decided to pay up this week to revive my policy.

But i will still want my new agent as my agent, because it's my (customer) request to change agent (from different agency group) if she works for me but doesn't get paid, there's no point.

Hi Hivemy,

The commission would be going back to the original agent's immediate officer. The company should definitely be able to track this and let you know. The immediate officer should also become your "agent" and provide service when necessary.

The insurance company would surely entertain you if you walk in directly to its office to have this changed. Just be tactful when you speak to the officer in charge. Always remember, as client you choose who you want to act as an agent for you. You may bring the new desired agent as well to make this transfer easier just in case they say they need verify if she's able to serve you or not.

With regards to commissions, if it's passed 6 years since inception then your desired agent would not get anything unless you top up the existing plan.

Cheers,

HH