Having taken out comprehensive insurance and breakdown assistance with Tesco, I had an accident and called them from the accident site for assistance on the emergency number provided by them. They wouldn't budge untill I had called the claims department and registered a claim with them.
The call to the emergency number was to recover my vehicle from the accident site as it was blocking other vehicles. When I called the claims department, they put me on hold for more than 45 minutes. Having reached a claim handler, requesting recovery which I am entitled to as per the policy, the first question they asked at the time of grief is "Do you admit fault?".
The customer service at TESCO is so bad, they treat you like a ping-pong ball making you call different department - with different numbers. All they have been trained is to use a broken-record technique of repeating the same thing, irrespective of the customer's question. They are not trained to listen and then respond. They do not put themselves in the customer's shoes and think from that perspective. They are not even considerate to get someone senior to speak, if they can't answer the customer's question. All they will do is give another number to dial to speak to another department and when you call them, they advise you to speak to the former one.
Their customer service sucks.