Unresponsive after sales service from Assura agent

Hi, I am writing this complaint as I feel cheated by F. (see "Vertrauliche Informationen") from Assura.

She contacted me to ask if I am looking for a change in health insurance, to which I agreed and invited her to my place to understand the deal better and sign (if ok).

During that time, she promised me a certain things:

1. That she will consult me and take my agreement before sending cancellation notice to my existing provider.

2. That she is reachable and respond to any query that may arise after signing the contract and even after insurance is activated.

She failed to fulfil both her promises, as she does not even pick up your phone.

I am trying to get in touch with her to ask why insurance (addl.) with my prev. provider is cancelled since 4th Dec. But it is very difficult to get an answer. She is not providing complete transparency, rather staying behind messages only.

She knows that she has made a mistake and is not willing to accept it?

This is not how I expected Assura to provide customer service, as a result I am worried if I signed for some roller-coaster ride with assura regarding important health aspect.

This behaviour is no where near professionalism and I ask for a response. At this stage I am totally exhausted and frustrated with the treatment I am getting from this Assura Sales Agent.

I do not want to pay insurance costs to both the providers.

• Umtausch