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Hibernian to shift admin to India. I won't insure with them in future.

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Comments

  • Closed Accounts Posts: 759 ✭✭✭gixerfixer


    The other half's sister works for them....has for 12 years now.Her first and only job and she is more than likely going to be let go.She is gutted as she has to support her two kids by herself as her scumbag husband did a runner several years back and she has a huge mortgage.The thing that she is really pissed about is that she was only assured by them last March that the jobs would be secure in Ireland for the long term future.Fu**in assh*les:mad:. I told her to cheer up as she wouldnt have to worry about paying 9k a year now on childminders etc....she didnt take the joke well:(


  • Registered Users, Registered Users 2 Posts: 10,896 ✭✭✭✭phantom_lord


    gixerfixer wrote: »
    Lol.Id make a smart comment here but there is no point.You already have made enough of a fool of yourself.Lol

    how so?


  • Closed Accounts Posts: 1,133 ✭✭✭Slice


    Something tells me most comments here are hot air.

    At the end of the day no one takes their custom elsewhere just because a multinational company like Hibernian are using staff from outside Ireland. That only happens if and when it affects quality of service and value for money. And value for money is what really matters here.


  • Registered Users, Registered Users 2 Posts: 1,048 ✭✭✭RoryW


    data protection issues ?
    see http://www.dataprotection.ie/viewprint.asp?DocID=37&StartDate=1+January+2006

    Transferring Personal Data to Non-Approved Third Countries


    The Nine Alternative Measures
    If a country does not appear on the EU Commission’s “approved list”, then Irish data controllers must normally enter into approved contractual arrangements which guarantee the rights of the individuals concerned. In certain limited circumstances – especially where the individual data subject has clearly given her or his consent – transfers of personal data may take place even if the level of protection to be afforded to the transferred data cannot be guaranteed in law. The narrow scope of these circumstances is spelled out in the Article 29 Working Party document WP 114 of 25 November 2005. The full list of available options, as set out in Section 11 (4) of the Data Protection Act, is as follows:

    If a data controller can point to one or more of the following eight alternatives, then the transfer of personal data to the third country may proceed:

    (i) the transfer of personal data is required or authorised by law

    Comment: If a data controller is subject to a requirement under Irish law to transfer personal data to a third country, or is clearly authorised by Irish law to make the transfer, then the transfer may proceed.


    (ii) the data subject (i.e. the individual to whom the personal data relates) has given his or her consent to the transfer

    Comment: If you wish to transfer a database containing records about many individuals to a third country, then – in order to rely on this provision – you need to obtain the consent of each one of these individuals before you can transfer their data. In interpreting what is meant by the word ‘consent’, the Data Protection Commissioner will have regard to relevant provisions of the 1995 EU Directive, which refers to the ‘unambiguous consent’ of individuals in this context. The Directive also requires that 'consent' must be freely given and informed. Data controllers should therefore be extremely cautious about relying on consent as a basis for data transfer since, in practice, demonstrating that such consent is clear, unambiguous, freely given and specific is likely to be problematic.

    (iii) the transfer is necessary for the performance of a contract to which the data subject is party; or the transfer is necessary for the taking of steps – at the request of the data subject – with a view to his or her entering into a contract with the data controller

    (iv) the transfer is necessary to conclude a contract (or to perform a contract) between the data controller and someone other than the data subject, in cases where the contract is entered into at the request of the data subject, or where the contract is in the interests of the data subject

    Comment: Data controllers should be cautious about relying on provisions (iii) and (iv) since the “necessity” test rules out use of these provisions other than in very specific circumstances. For example, it would not be prudent to rely solely on these provisions for the transfer of employee data within a multinational company.

    (v) the transfer is necessary for reasons of substantial public interest

    Comment: this basis is only likely to be relevant to public sector data controllers and only in circumstances where they can show that there is a substantial Irish public interest in the transfer of personal data


    (vi) the transfer is necessary for obtaining legal advice or for legal proceedings

    Comment: This provision appears to be of relevance only in two situations. The first situation is where a data controller wishes to obtain legal advice from a legal adviser located in a third country, and where the data controller needs to make personal data available to the adviser for this purpose. The second situation is where a data controller in Ireland is involved as a party in legal proceedings in a third country, and the data controller needs to make personal data available in that third country for the purpose of the legal proceedings.

    (vii) the transfer is necessary to prevent injury or other damage to the data subject’s health, or to prevent serious damage to his or her property, or to protect his or her vital interests in some other way – provided that it is not possible to inform the data subject, or obtain his or her consent, without harming his or her vital interests

    Comment: Naturally, data protection considerations are sometimes outweighed by other considerations, such as the protection of life and limb. This provision allows data controllers to transfer personal data to third countries in such situations. However, before relying on this provision, data controllers must first establish whether it is possible to obtain the person’s consent. Only if this is not possible – for example due to urgency of time – can this provision be invoked.

    (viii) the personal data to be transferred are an extract from a statutory public register, i.e. a register established by law as being available for public consultation, or as being available for consultation by persons with a legitimate interest in its contents. In the latter case, the transfer must be made to a person having such a legitimate interest, and subject to compliance by that person with any relevant conditions

    Comment: It is permissible to make personal data, derived from a public register, available in a third country. It is not permissible to transfer the whole of such a register to a third country. If a statutory register is available for inspection by persons demonstrating a legitimate interest, then this condition – and any other conditions – must be fully complied with before the personal data can be made available.

    or

    (ix) the transfer is authorised by the Data Protection Commissioner where the data controller can point to adequate data protection safeguards, such as approved contractual provisions. The EU Commission has approved “model contracts” to assist data controllers in this regard, and such contracts would automatically fall under this provision. The Data Protection Commissioner also has the power to endorse “model contracts” specific to Irish circumstances, as well as the power to approve particular contracts or other arrangements that provide satisfactory safeguards. In practice, it is likely that most transfers to ‘unapproved’ third countries will be on the basis of model contracts.

    In the case of multinational companies with operations inside and outside the EU, the use of so-called binding corporate rules – legally enforceable privacy/data protection codes of practice – can offer an alternative or complementary mechanism for approved international transfers within the global corporate entity. A company interested in this option should apply for approval of its rules to the data protection authority of the EU Member State where its headquarters, or main EU centre of activity, is based. Further information and guidance on this mechanism are available in the Article 29 documents WP 74 (3 June 2003), WP 107 (14 April 2005) and and WP 108(14 April 2005).


  • Closed Accounts Posts: 10,001 ✭✭✭✭thebman


    I don't get it. What have they done wrong? Would you prefer it if they charged you higher prices?

    Yeah because the insurance companies are going under in this country :rolleyes: If you hadn't notice they are already ripping off everyone!

    Nobody has a problem with them making profits but this is clearly taking the p*ss. Its betrayal of your workers who have gotten you to where you are today for a quick buck.

    I agree that customer service will inevitably suffer even if this is just admin side of the business, imagine the additional time of having everything go to India first and come back and the language barrier within the company as the Irish call centre workers try to deal with them. It just won't work properly. That ignores the additional errors caused by the language barrier.

    I am a Hibernian customer and I won't be next year. I'll do the same to any other company outsourcing jobs with no justification. I do try to buy Irish and I think most Irish people do so they can expect to feel the consequences of this on their bottom line.

    The only way I can see this paying off is if they pass the savings on to customers and end up substantially cheaper than their competitiors because of it. Otherwise why deal with them?


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  • Registered Users, Registered Users 2 Posts: 6,352 ✭✭✭trellheim


    Prediction : very few will care, if Hibernian quote cheaper

    Like Ryanair.


  • Closed Accounts Posts: 12,382 ✭✭✭✭AARRRGH


    dotsman wrote: »
    a move like this is very short-sighted and is not good for the long-term shareholder

    Senior managers are not concerned with long term. Their #1 goal is to make the 3 or 4 years they work there look as good as possible, so they can move onto an even higher paying job.

    "I outsourced our call centre saving us 30% in the first year"
    "I introduced open source software saving us 10% on licence fees"

    Damn the consequences.


  • Closed Accounts Posts: 7,669 ✭✭✭Colonel Sanders


    brim4brim wrote: »
    Yeah because the insurance companies are going under in this country :rolleyes: If you hadn't notice they are already ripping off everyone!

    whens the last time you saw the profitability report for any of the major insurance companies in ireland? we are currently at the bottom of the insurance cycle. Rates are currently unprofitable and unsustainable and WILL increase in the near future. Personal lines rates have more than halves since 2003 (on average) and some commercial lines premiums have come down even more.


  • Closed Accounts Posts: 10,001 ✭✭✭✭thebman


    dublindude wrote: »
    Senior managers are not concerned with long term. Their #1 goal is to make the 3 or 4 years they work there look as good as possible, so they can move onto an even higher paying job.

    "I outsourced our call centre saving us 30% in the first year"

    True thus highlighting the problem with the system. The companies will learn in the next decade that this is a stupid fooking system and just causes fluctuations and instability in the business when you make serious changes like this and have to roll them back because they don't work.

    American and British companies learned/are learning this lesson the hard way. You'd think Irish companies would learn from their mistakes but apparently they aren't able to do that, says a lot for Irish management.
    "I introduced open source software saving us 10% on licence fees"

    Damn the consequences.

    lol, we all know fook all managers have ever introduced Open Source software. It is geneally the idea of an employee recommendation and then the manager sees the costs and ignores the lack of features. It can work out depending on the software (i.e Mozilla Firefox/Thunderbird)/Linux servers.


  • Closed Accounts Posts: 7,669 ✭✭✭Colonel Sanders


    Bwaahahah, you think this will lower your insurance premiums? The margins in insurance are already obscenely high, this is just an effort to squeeze another drop of blood out of it.

    absolute 100% incorrect. Most insurance companies jave a target return on capital of between 10 & 15%. With premiums in the market now most would be lucky to return 5-8% if current rates don't harden. Compare this to risk free rates, factor in the riskiness of general insurance business and tell me its obscenely high.


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  • Moderators, Arts Moderators Posts: 36,496 Mod ✭✭✭✭pickarooney


    Who needs to speak to a call-centre employee, couldn't you do all this on-line?


  • Registered Users, Registered Users 2, Paid Member Posts: 35,676 ✭✭✭✭listermint


    Who needs to speak to a call-centre employee, couldn't you do all this on-line?

    Generic emails never work effectively, it helps to verbally discuss the issue, especially if it is to do with complexitys of an insurance claim.


  • Closed Accounts Posts: 39 fingal hoop


    wtf are you on about? The single and only reason for the existence of a company is to maximise profits, the company report at the end of the year shows a nice balance sheet of profit and loss, not photo album of all the people they helped, time to take down that Che Guevara poster of yours and enter the real world ;)


    thats simply not true - profit is only a short term value- maximisaton of shareholders wealth is one theory of what companies goals should be & isolating customers will not maximise shareholders wealth in the long run


  • Closed Accounts Posts: 10,001 ✭✭✭✭thebman


    whens the last time you saw the profitability report for any of the major insurance companies in ireland? we are currently at the bottom of the insurance cycle. Rates are currently unprofitable and unsustainable and WILL increase in the near future. Personal lines rates have more than halves since 2003 (on average) and some commercial lines premiums have come down even more.

    http://www.execdigital.ie/Hibernian-profits-from-life-and-pensions-sector_5144.aspx

    http://archives.tcm.ie/irishexaminer/2005/03/10/story861697704.asp

    http://www.aviva.com/index.asp?PageID=55&category=aviva&year=2008&newsid=3937


    Doesn't look like they've been hurting.


  • Registered Users, Registered Users 2 Posts: 1,030 ✭✭✭heyjude


    Two things strike me about this announcement, firstly the timing seems questionable, they announce that they are outsourcing these jobs to call centres in India, several years after many British companies did so and just after several of these big UK companies have now decided to move the jobs back to Britain.

    Several of the big British companies that tried this, have obviously found that whatever about the immediate cost savings that accrue, that loss of business and bad PR due to poor customer experience, has turned the balance against such offshore call centres.

    Secondly, the initial trickle of such announcements in Britain eventually became a flood with many big companies making use of such Indian call centres, I just hope that the announcement by Hibernian is not followed up by similar announcements from other companies here.


  • Closed Accounts Posts: 7,669 ✭✭✭Colonel Sanders


    brim4brim wrote: »

    most general insurance profits over the last 2-3 years have come from prior year reserve releases (positive impact of PIAB etc). Must admit I don't know the first thing about life and pensions business.

    I repeat, current rates are unprofitable and unsustainable, they will increase. You said they're ripping people off, at the minute some of the rates being charged are unlikely to return much above risk free rates on the capital employed in the business.

    On the move I agree it does smack of short termism. I know a lot of people who insure with them as 'they're irish' (despite having a British parent :D). This coupled with their impending re-branding will not be the 2 greatest moves they ever pulled


  • Registered Users, Registered Users 2 Posts: 2,205 ✭✭✭Neamhshuntasach


    I work for a large multinational company and last year we switched their call center to India. The England based branches switched to Poland. This year both have switched back to their respective countries due to the high level of complaints such customers could not get their problems solved, had difficulties understanding solutions or even conveying their problem and also rudeness came quite high on the list of complaints. Could be that they interpret the language barrier as being rude as their English wouldn't be on par with ours and may come off as being short.

    Hibernian customers will not be happy with this. I doubt many people like talking with a non national who isn't entirely fluent in clear English when they have an issue with the company in question. I know i don't. When i have a problem i expect to speak with someone who can understand me and i understand them.


  • Registered Users, Registered Users 2 Posts: 6,639 ✭✭✭Iago


    shock horror "Company tries to lower costs and make more money" world exclusive!


  • Registered Users, Registered Users 2, Paid Member Posts: 35,676 ✭✭✭✭listermint


    Iago wrote: »
    shock horror "Company tries to lower costs and make more money" world exclusive!

    I dont think its a shock horror situation, i feel apathy for the staff caught up in it. Profits over people is the norm but doesnt mean we have to like it.:confused:


  • Closed Accounts Posts: 20,009 ✭✭✭✭Run_to_da_hills


    Many of their low risk customers will leave them and will have no probs getting a cheap quote elsewhere and no doubt they will. The only customers that have no choice to leave Hibernian are the high risk policy holders that have lost their NCB and are locked in with them.


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  • Registered Users, Registered Users 2 Posts: 11,692 ✭✭✭✭OPENROAD


    Many of their low risk customers will leave them and will have no probs getting a cheap quote elsewhere and no doubt they will. The only customers that have no choice to leave Hibernian are the high risk policy holders that have lost their NCB and are locked in with them.


    Will they though? My own feeling is that with the cost of motoring on the up, people will shop around, and if Hibernian are competitive they will go with them irrespective of where call centre is located.


  • Closed Accounts Posts: 986 ✭✭✭ateam


    Many of their low risk customers will leave them and will have no probs getting a cheap quote elsewhere and no doubt they will. The only customers that have no choice to leave Hibernian are the high risk policy holders that have lost their NCB and are locked in with them.

    No one will leave Hibernian. The prices will go down and the customer doesn't care about the job losses. Tough but true.


  • Registered Users, Registered Users 2 Posts: 10,896 ✭✭✭✭phantom_lord


    most people can't be arsed doing really simple things, I doubt they're gonna bother changing insurance company due to some outsourcing.


  • Closed Accounts Posts: 402 ✭✭newestUser


    The general gist of the media coverage of the Irish economy is that outsourcing and globalisation affects IT and call centre workers, while it's not considered a threat to the financial and legal sectors at all. I think this is a kick to the @rse that a lot of Irish people need with regards to outsourcing and globalisation. As someone who works in IT, it irritates me when people working in financial services crack jokes about how in 5 years time I'll be working in Bangalore (and, since the dot com crash, this happened a *lot*). If someone can fix your hard-drive from India, they can just as easily rustle you up a quote for motor insurance, or manage your stock portfolio, or whatever. As is evident by todays announcement.

    And yeah, I also agree with the sentiment that most people won't be bothered to change insurance over this. How many people left AIB after their practices of overcharging customers came to light?


  • Closed Accounts Posts: 23,862 ✭✭✭✭January


    most people can't be arsed doing really simple things, I doubt they're gonna bother changing insurance company due to some outsourcing.


    People will shop around and will get cheaper quotes elsewhere because a lot of insurance companies are willing to match thier competitors quotes these days to get more business.


  • Closed Accounts Posts: 562 ✭✭✭utick


    Many of their low risk customers will leave them and will have no probs getting a cheap quote elsewhere and no doubt they will. The only customers that have no choice to leave Hibernian are the high risk policy holders that have lost their NCB and are locked in with them.

    tbh i think the oposite is more likely to happen, because people who dont make claims dont worry about someones accent when they never have a need to call them


  • Closed Accounts Posts: 20,009 ✭✭✭✭Run_to_da_hills


    ateam wrote: »
    No one will leave Hibernian. The prices will go down and the customer doesn't care about the job losses. Tough but true.
    I am sure their 600 frustrated employees who are getting the ass and their immediate family and friends will not be too loyal to them.


  • Registered Users, Registered Users 2 Posts: 11,692 ✭✭✭✭OPENROAD


    utick wrote: »
    tbh i think the oposite is more likely to happen, because people who dont make claims dont worry about someones accent when they never have a need to call them


    True, and not all Indian call centres provide a bad service or have staff that are difficult to understand. And if this is the case people won't care.


  • Closed Accounts Posts: 986 ✭✭✭ateam


    I am sure their 600 frustrated employees who are getting the ass and their immediate family and friends will not be too loyal to them.

    Of course, I didn't say that. The average customer isn't going to leave the company though because they don't care about the job losses and only care about cheaper prices which this move will ultimately create.


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  • Registered Users, Registered Users 2 Posts: 4,264 ✭✭✭lafors


    I'm moving house next week and got quotes from a few different companies.
    Hib were the cheapest (I won't go near Quinn after previous dealings with them).
    We had the dd mandate filled out, after seeing this on the news, we filled in boi's mandate and are going with them for a few more quid.
    SUPPORT IRISH JOBS!


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