Affinity Underwriting Managers has been disappointing thus far.

I am very dissatisfied and shocked with the customer service I've received from Affinity insurance so far.

On Saturday 21 March 2020 I had the misfortune of being in a car accident.

I followed all the necessary procedures that was required of me that night. The vehicle was towed away to Technostar, I reported the matter at the police and I got in touch with Affinity insurance.

On Monday 23 March 2020 I took leave from work, I called in to lodge a claim but the process was odd. The customer service agent Welmer told me that she'd call me back. I waited for an hour and no call came through so I called in again. Welmer answered the phone again and told me that she had already mentioned that she'd call. I asked for a time frame of when I should expect her call and she said she didn't know but I was on a list and I should just expect a call sometime that day. I waited by my phone the whole day and in about 3 hours she called.

I had informed Welmer that my vehicle was at technostar and she insisted that it was the wrong place to take it,I told her that I had contacted someone from Affinity and they assured me Technostar is working with Affinity. She told me she couldn't continue with the claim. I'd have to go to Technostar,pay a release fee of about R5000 and some change then call Angel assist to take my vehicle to the correct place. I panicked because I didn't have R5000 just to release my vehicle. I made my way to Technostar and a lady by the name of Niri assisted me. Niri was professional and she informed me that Affinity is indeed working with Technostar and she's unsure as to why Welmer said otherwise.

On Tuesday 24 March I called in to complete my claim, Welmer again insisted that Affinity and Technostar don't work together.she made a few calls to find out and when she found out that Technostar was indeed the correct place she did not apologies for inconveniencing me. The same day I received an sms that Affinity had received an assessors quote and that I should sent through 4 documents. I called my mom to come to my work so I could give her the documents to sent to ***. she sent them through for me.

31 March 2020 I received an sms from Affinity stating that I should send through documents. I called affinity because I had already scanned the documents and sent them on the 24th of March. They gave me more email address to send the documents through to.

On the same day 31 March 2020 I received an sms stating that, Great news,my repair has been authorised and a dedicated service consultant will contact me shortly to explain the repair procedures at 5.51pm. At 5.52pm another sms came through stating that the damaged parts from my vehicle are removed and other damages would be checked if I had any queries I should contact the dedicated service consultant.

I then got an email from Affinity stating that I should submit documents again... at this point things were confusing. They gave me the below emails to send the documents to. Francois Horn, ***,Brandon Olinger, *** . ***.

I did my part on a timely manner and sent through my documents and lodged the claim with affinity. I made great sacrifices just to get these documents in order and Affinity has truly let me down.

I am receiving misleading information... first they told me my claim has been authorised,then Niri from Technostar has recently called me stating that Affinity has informed her that have not gone through my documents,they will only provide her with feedback this coming Friday. Since no one from Affinity is keeping me updated I sent through the documents once again to all those 6 emails they gave me. There was no feedback still. I emailed Brandon asking if he had now received feedback and he said he has forwarded the files to the validation that he may proceed with the claim.

Affinity has given me more stress during this time. AB brokers are my brokers and I have paid a fee of R895 for their services,however they have been silent throughout all this.