1 reviews | Active since Dec 2015
incorrect pricing
i have never exoerienced such service before like i did with 24 hour mobility insurance twice in a riw i keft it the first time,they phoned and sent ne sms i need to pay R150 access fee,now another person phoned to say they made a mistake i must pay R300 ,this is for their own mistake when u told the guy i stood in a line at fnb forvmore then 30 minutes its not right tom told me then we must refund u if u not happy and decline your claim,how unproffesional is that they keep making the sane mustake niw they want to tell me i must stand in tge banks line again and go pay more money ,i am disgussed by this company they so orifessional,u pay insurance every month but tgeir service us oatetic i need to go look for a new insurance me and my husband,dont ever join 24 hour mobility
Thank you for bringing this complaint to our attention.
I have investigated the claim and do apologize that the consultant gave you the incorrect excess structure for the policy initially.
The underwriter is bound by the terms of the policy and is unable to proceed with the claim until the full correct amount is paid.
I am sorry to hear that you had to face a long bank queue in order to make payment and that you have no other way of making this payment other than going to your bank. The underwriter however cannot waiver the full excess fee due to this reason.
I have escalated your complaint to management at the underwriters office for review and will request that you are contacted in response to this complaint.
Policy wording states:
What you pay in the event of a claim:
If the MOBILE DEVICE is REPAIRABLE;
i) R300.00
ii) If you have a 2nd loss within 12 months this amount increases to R500.00 and is R500.00 for all other losses thereafter.
Please be advised that should the device be found to be BER by the repair center the difference of a second total loss excess payment will be required.
Kind regards
Megan Hope
Pinnacle Marketing Claims Manager
***
Thank you for bringing this complaint to our attention.
I have investigated the claim and do apologize that the consultant gave you the incorrect excess structure for the policy initially.
The underwriter is bound by the terms of the policy and is unable to proceed with the claim until the full correct amount is paid.
I am sorry to hear that you had to face a long bank queue in order to make payment and that you have no other way of making this payment other than going to your bank. The underwriter however cannot waiver the full excess fee due to this reason.
I have escalated your complaint to management at the underwriters office for review and will request that you are contacted in response to this complaint.
Policy wording states:
What you pay in the event of a claim:
If the MOBILE DEVICE is REPAIRABLE;
i) R300.00
ii) If you have a 2nd loss within 12 months this amount increases to R500.00 and is R500.00 for all other losses thereafter.
Please be advised that should the device be found to be BER by the repair center the difference of a second total loss excess payment will be required.
Kind regards
Megan Hope
Pinnacle Marketing Claims Manager
***