worst insurance company ever

Good day, I unfortunately need to bring to your attention the unsatisfying and unacceptable service I have received from your Company. I had an accident with my car on the 12 July 2017 which was reported and lodged on the same morning. It has taken your Company almost 8 weeks to get back to me regarding my claim which you have now rejected. I have followed proper procedures in terms of registering and informing you of my claim, in fact, I communicated with you guys almost every day.

The lack lustre, non-committal service I have received is absolutely unacceptable and I will be taking this further to the Ombudsman, HelloPeter and social media. How can a company after receiving a call from the client take almost 2 weeks to realise that the copies they requested are unclear? Does your company not have a process that has to be followed and a time frame in which to respond to a client especially after the client informing you guys on numerous occasions that the problem was getting worse. How can you as an insurance company allow your client to drive the vehicle in that condition. I had to earn a living and drive my vehicle to work every day.

I am astounded by the response to the report that was given to you by the repairer. It clearly states that the problem cannot be confirmed to be accident related, I will understand if they said without a doubt it was not accident related. Did any management from your company look through the communication between me and your employees, did anybody bother to take time to do this so that you could see how many times I got hold of your company, to no avail. You can clearly see the incompetence that exists in the company, so I urge you to please see my detailed communication below since the incident. i now have no means of traveling to and from work.

 12/07/2017 - Incident occurred  12/07/2017 - At 0830am I contacted Affinity to lay a complaint, I spoke to VUSI KOLA CLAIMS CUNSULTANT, and opened up a claim, he also informed me an assessor will contact me by 18/07/2017 And advise me where I should take my vehicle for an assessment.  12/07/2017 – At 12:55pm VUSI KOLA rep**** by mail ********** as to the documents he will require from me.  17/07/2017 – Contacted VUSI KOLA telephonically and informed him on additional damaged I am experiencing with the vehicle.  20/07/2017 – All documents was sent to VUSI KOLA by Email and fax ********** fax 0 **********  20/07/2017 – VUSI KOLA rep**** by mail informing me he had received all documents and well attach them to my file.  20/07/2017 – Sent VUSI KOLA a mail informing him that the assessor has not called me till dated, and my vehicle is getting worst as I drive it, and becoming a huge risk to myself and other road users.  21 to 25 /07/2018 – I tried contacting VUSI KOLA numerous of times, could not get hold of anyone who could assist me.  25/07/2017 – Contacted VUSI KOLA on ********** , he then notified me 5 days later, that my Driver’s license copy I sent him was not clear.  25/07/2017 – I sent another copy of my driver’s licence to VUSI ********** and BIANCA **********  27/07/2017 – I CONTACTED Bianca Durand telephonically to find out the status of my claim, I was then informed by Bianca Durand that my ID Copy was not clear – (7days later)  27/07/2017 – I sent a new copy of my ID to Bianca Durand.  28/07/2017 – I received a mail from Bianca Durand, that my claim has been sent to management to get signed off.  28/07/2017 – I send a mail to Bianca Durand informing her that my vehicle is getting worst to drive.  1st to 4th 08/2017 – I tried contacting Affinity numerous of times, I could not get hold of Vusi Kola or Bianca Durand.  04/08/2018 – I sent a mail to Bianca Durand asking her to contact me urgently regarding my claim.  07/08/2017 – I sent another mail to Bianca Durand, asking her to contact me as I did not get any response from her from the 04/08/2017.  08/08/2017 – I made numerous of calls to Affinity, no one could assist me, I was transferred to various staff members who could not assist. I was put on hold for 25 minutes and still no success. I then asked to speak to the Director of the company, and the call was put down on me. I then called back and insisted to speak to a manager, I was put threw a staff member named Lebo Lehobey who confirmed she was a manager, I then explained my problem to her in detail. She asked me to send her a mail in detail with attached previous mails with other staff members, and she will forward to the Director of Affinity.  08/08/2017 – I sent a detailed mail as well as attachments of previous mails to Lebo Lehobey ********** )  9th to 10th/08/2017 contacted Affinity ( ********** ) numerous of times to get feedback, no help was provided.  11/08/2017 I made a call to Affinity and got hold of George Myburgh who I was informed he is the Director of Affinity.  11/08/2017 – I sent the same detailed mail I sent to Lebo Lehobey through to George Myburgh **********  11/08/2017 – George Myburgh rep**** to my mail, notifying me that he has handed the matter over to Gerry Van ********** and that he will not be in office for the following week.  11/08/2017 – I looked up Affinity website and found a complaints department with an Email address. The Detailed complaint was sent to Tayvia ********** who in charge of all Affinity complaints, till date 01/09/2017 I have had no response on mail from Tayvia.  18/08/2017 – I received a call from Gerry Van Gelder, who informed me I should take my vehicle to Durban Panel Beaters for an assessment.  23/08/2017 I sent a mail to George Myburgh notifying him a have had no response from Affinity members.  21st to 26th/08/2017 – extremely busy at work could not get time off work to take my vehicle for an assessment.  28/08/2017 – 07:00am Vehicle was booked in for an assessment at Durban Panel Beaters.  28/08/2017 – A detailed mail was sent to Roseanne Maharaj ********** informing her on damages they should look at.  28/08/2017 – Roseanne Maharaj rep**** to my mail and copied George Myburgh and Gerry Van Gelder, informing us that the vehicle needs to be taken for an Electronic and Wheel alignment assessment and who will be paying for these 2 assessments.  28/08/2017 – I responded to the mail, and asked Gerry Van Gelder to reply as he was the person who advised me to take my vehicle there as he needed the assessment.  28/08/2017 – Gerry Van Gelder rep**** Durban Panel Beaters should proceed with the assessments, if damages are accident related then the bill will be covered by him, if the damaged are NOT accident related then the client will be liable for the costs.  30/08/2017 – Roseanne Maharaj sent a mail with 2 assessment reports attached asking for advice. Reports as follows  Assessment report #1 – From Durban Auto Electrical : Checked vehicle for multi electronic functions, traced out fault to be body control module. Opened up and found to be slightly burnt inside. No physical damages and unable to find fault on vehicle. Unlikely to be accident related but unable to positively confirm.  Assessment report #2 – KZN Auto Centre : Rear axle bent, 4 x tyres unevenly worn , L/F and 2 x rear wheel bearings needs to be replaced.  30/08/2017 – no response from Gerry Van Gelder or George Myburgh  31/08/2017 – I rep**** on Roseanne Maharaj mail, asking Gerry Van Gelder or George Myburgh to respond to Durban Panel Beaters mail.  31/08/2017 – Gerry Van Gelder responded to the mail stating that after viewing the reports damages are NOT accident related and therefor he will not be paying and will be closing all files.  31/08/2017 – I responded to Gerry Van Gelder mail stating that, it is stated on the report that it cannot be positively confirmed and nowhere on the report it states NOT ACCIDENT RELATED. And I informed him I will take this matter further. Till date 01/09/2017 no response from Gerry Van G elder or George Myburgh.  31/08/2017 – I contacted Durban Panel Beaters ********** asking to release my vehicle, Roseanne Maharaj informed me that the bills had to be paid in full, and now I am left stranded without a vehicle to get to and from work.

I also have record of all mails to and from the above people mentioned