DISGUSTING SERVICE AND CUSTOMER CARE

My vehicle was damaged on 11/09/2018 (Tuesday). My claim was lodged and my vehicle was assessed the very next day by an assessor appointed by Affinity Insurance/AAAclaims services. I advised the insurer that I urgently needed authorization for repair to enable me to travel out of the city the following week Friday with my vehicle (which is actually this week Friday). It is now 2 days before my travel date and they still have not settled my own damage claim! AND I AM THEIR OWN CLIENT! NO INSURED CLEINT SHOULD NEED TO FIGHT WITH THEIR OWN INSURER TO GET THEIR VEHICLE FIXED! I simply asked them to settle me in line with the assessment report from the assessor that they appointed so that I could appoint my own panel beater on an urgent basis to repair my vehicle, they have failed to do so to date after an entire week of begging and pleading and explaining my predicament to them. They have also failed to furnish me with a courtesy car which I pay them for monthly! Affinity/AAAclaims services have deducted R6000.00 for my excess on an authorisation whereby I pay a higher premium for excess buy back on my policy which reduces my excess to a flat R1000.00. The claims consultant Marius Black simply stated to me when I called him, “take it up with Affinity!” He did not assist in any way or even try to assist! I have yet to see such bad customer service. I am struggling to get settlement on my simple matter for over a week. I am sitting with my vehicle damaged and cannot use it or I may cause more damages. They were however utterly competent to ensure that the premium was deducted off my account on a monthly basis. I am now reporting this matter on social media and to the Ombudsman! They are absolutely and utterly ***********. I have escalated this matter to the claims consultant Marius Black at AAAclaims, the manager Debbie Black and there has been no compassion nor settlement of my claim.

A truly disgusted and disappointed customer!