The Insurance Services Department of London Drugs Ltd. - Langley, British Columbia

Gerri Wood-Chromick

I was most fortunate to have been served by Syed U. this evening. First impression is very professional, and he most certainly was throughout our exchange. He also has an incredibly clever wit that made the insurance transfer a true delight. He is a blessed asset for your Insurance Customer Care team.

Abigail Navarra

I suggest that you do not deal with them for any insurance or vehicle transfer. We went to this store to complete a vehicle transfer that we had just purchased. The store closes at 6:00pm and we arrived at 5:05pm. Unfortunately, the seller only had his storage policy and threw away the old insurance papers. The agent, Sayed said that we have to find the ownership certificate and he couldn’t help us. We had asked him what other options we had if we don’t have the paper anymore, he said he can’t do anything and that we needed to file a police report. I said a police report for paper that we threw away? That’s crazy. He kept repeating that he couldn’t help us, we need the ownership certificate before he can do anything. I had asked him what options we had and he gave us all these excuses that we have to go to ICBC, etc. etc. I said to him why can’t he just enter the owners details to get the registration info since we have the IDs and other info needed from the storage policy, he said “no”. It seemed like he just wanted to close up and go home. It was so disappointing especially since the buyer came all the way from Vancouver. We left and called the closest insurance company to confirm if they were still open. We arrived at AMC Insurance at Willoughby Town Centre at 5:40pm and they still accommodated us. Kudos to this company and Saeed for helping us transfer and insure our vehicle. Basically, all he did was get the DL and printed the ownership and we were able to get everything we needed done. Awesome customer service! BOTTOM LINE - DO NOT GO TO THIS PLACE!!!

Vicky Brewer

Went to renew my car insurance today. There was a lady in front of me that was trying to transfer the title of a car. She had filled out most of the form but had forgotten to fill out a couple of parts. Mandy K was serving her and told her to ‘fill out the form’. The lady told Mandy that she didn’t have her glasses and asked her if she was able to help her as she couldn’t see the form well. Mandy told her in a rude manner ‘It’s YOUR name and YOUR address, then sign’ the woman moved over to try to fill it out. Next it was my turn at the counter. I gave her the insurance papers and she asked me if I wanted roadside assistance, I said no as I have it with BCAA. Then she asked quite forcefully for my mileage. While I was waiting for my husband to take a picture of it she started helping the other lady again. The lady had made a mistake on her form and crossed it out and corrected it. Mandy said sternly ‘who told you to do that!’ The lady apologized and again explained that she couldn’t see properly. Mandy then started asking her questions about the vehicle. Half way through the lady answering her she cut her off and very rudely said ‘you need to LISTEN to the question and then ANSWER.’ The lady apologized. By this point I was feeling quite defensive for the lady as the way Mandy was talking to her was inappropriate.

Anyway, it was back to my turn while the lady waited for something. Mandy then told me a price for my insurance that was above the year before. I had already had a letter from ICBC saying my rate should go down so I questioned it and said I needed a minute to think about it as to seemed weird to be paying more than last year. ‘Mandy told me that the basic insurance rate had gone up and that I needed to sign the papers’ I told her I was going to sign anything until I made a decision on whether I was going to carry on with the transaction or if I was going to try somewhere else. She then told me ‘everywhere will be exactly the same price’ I’m not sure if this is true or not but her tone was rude and I honestly feel like she was just trying to get me to sign.

After taking a couple of moments she pulled me over and said that she had added roadside assistance and that my payments would be around what I thought.

Honestly the whole experience and the way she spoke to me and the other lady was disgusting (more so the other lady). She definitely should not be in customer service let alone the assistant manager!!

I renewed my policy here this time through convenience as I was already here but I will not be back. Very poor customer service, very pushy and just an all around bad experience.

Gene Shim

took over an hour to get marriage license, had to wait in line over 30 minutes even though one till was open as he instructed me to talk to the other staff who was already helping someone.
After letting 4 parties go in front of me, I was finally helped by the girl but she was not familiar with the process and had to ask the earlier guy who made me wait along the process - so he could have helped me but maybe didnt want to or wanted her to learn to do it. Either way didnt think it was reasonable to have me wait for over half an hour while his till is open, if he can help me.
She was very friendly and helpful, but he was not helpful or professional, didnt seem to care about customer service.
Will not be returning.

Harmanjeet Singh

Initially i was refused to be helped by
MR. SYED U as he mentioned it takes 40 mins to just transfer a BC vehicle to a person with BC license and no insurance, he mentioned he had some other stuff to take care. When i asked if i could record what he is saying so i can talk to manager next day, MR Syed started arguing, i simply asked him to say it on record that it takes 40 mins to transfer a vehicle with no insurance and he can not do it today. Finally he agreed to do the transaction, took him 10 mins. Only reason i knew myself about how long it takes for this sort of transaction was bcoz i have been in industry for 5 years now. SUGGEST NOT TO MISGUIDE CUSTOMERS. Managers can check office camera's for refrence, conversation and the time it took him to do the transaction. Incident day/time: Oct15th2022, 7:05PM.

Chelsea L

Here is an email I received today - October 31, 2020:

“Hi Chelsea, How are you. I am just following up with your Tenant quote.You gave some of your info on 12 August at London Drugs to get the quote for your Tenant place. Please let me know it has been done by somebody or your still waiting for the call? If you are still interested then we will go through with the rest of the procedure. Let me know the best time to call you. Thank you and have a wonderful day.”

Here was my response:

“Hi Hardeep,
I was told that I would hear back from somebody within 48 hours of my original inquiry. It has been approximately 1,917 hours since my inquiry. That is 1,869 hours over the expected amount of hours that I was informed I would have to wait for a quote. Based on the nature of what I was inquiring about, on August 12 of 2020, I am extremely disappointed with the length of time it has taken for me to hear back from somebody. I have happily gone with a different insurance company, who were able to provide me with a quote, as well as a policy.. in LESS than 24 hours. I thank you for your follow up email, but I am extremely dissatisfied as well as disappointed with the untimely manner that your company seems to believe is an appropriate response time, especially when handling insurance matters.
Kind regards,
A previously interested and uninsured, potential monthly (maybe even annually,) paying customer,
Chelsea”

I would have rather not received a follow up email, than to receive this... 3 months later. I don’t know of anyone who would wait 3 months to insure anything... I do not recommend!

William Ness

If you want good, quick service without the BS, this is where you go. Whether it's ICBC auto insurance or a wedding license, they do it. They're helpful and non-judgmental, and they often recommend some great ways of saving money. More often than not, I come out spending less than I anticipated because of something I was told I could do to lower my rates. So handy!

Saurabh Seth

Staff is very helpful and will provide right guidance for your product. I have only dealt with them for ICBC insurances twice and they were patient and efficient