BM
Bafana M
1 reviews | Active since Jan 2020
13 May 2021, 13:20
Poor service
I had a pothole claim with IUM. I provided all the required proof but the person who was assisting me with the claim was very arrogant, had no sense of urgency for my matter and just refused to respond to my emails. I had to send multiple emails before i could get a response. The person who was assisting me was CANDICE KUKARD. They took nearly 2 weeks to pay for a cheap tyre claim. I had to fix my own tyre since they were taking forever to respond to anything i sent. No one bothered to give me any updates, i had to constantly keep calling and emailing to get an update on anything.
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Replies (2)
Alpha's replyOfficial
13 May 2021, 16:07Good Afternoon Bafana
I apologise for the experience you have had with IUM. I have escalated your complaint to the department manager, and I will investigate this further and provide you with a response.
Kind Regards,
Shana Aleixo
IUM Compliance Officer
I apologise for the experience you have had with IUM. I have escalated your complaint to the department manager, and I will investigate this further and provide you with a response.
Kind Regards,
Shana Aleixo
IUM Compliance Officer
Alpha's reply13 May 2021, 16:07
Official
Good Afternoon Bafana
I apologise for the experience you have had with IUM. I have escalated your complaint to the department manager, and I will investigate this further and provide you with a response.
Kind Regards,
Shana Aleixo
IUM Compliance Officer
I apologise for the experience you have had with IUM. I have escalated your complaint to the department manager, and I will investigate this further and provide you with a response.
Kind Regards,
Shana Aleixo
IUM Compliance Officer
Alpha's replyOfficial
19 Jul 2021, 15:45Good Afternoon Bafana
I trust you are well.
As per the email correspondence sent by Grant Lancaster on the 15th May 2021, kindly see below:
Dear Mankahla B, Your ‘Hello Peter’ complaint has been referred to me upon my request. I am sorry to hear that you felt that the IUM Claims Technician was arrogant, have had no sense of urgency in dealing with the matter, and refused to respond to your e-mails. Having reviewed the matter in its entirety, I must admit to not sharing your views on the matter. It is common cause that you have a broker who acts on your behalf and in your best interest. In all correspondence, our Claims Technician kept your broker abreast of all material movements on your claim. In essence, the claim was reported to IUM on 03rd May, and registered by IUM the same day. Docs and info were requested on 05th May and received the same day. Following the usual internal claim validation processes, an Agreement of Loss document was forwarded to your broker on 07th May. Upon receipt of the signed AOL, IUM confirmed to your broker that the claim had been sent to our Finance Dept for payment on 10th May – 08th & 09th being the weekend. Proof of payment was forwarded to your broker on 11th May. Nonetheless, I’d like to take this opportunity to humbly apologize for any perceived grounds you might feel are valid in this matter. It is certainly not IUM’s intention to create a situation which would cause our client to complain. We will most certainly review our standard operation procedures, to avoid a repeat, and to do better.
We have finalised your claim, and will proceed to close the file on our side.
Kind Regards,
Shana Aleixo
IUM Compliance Officer
I trust you are well.
As per the email correspondence sent by Grant Lancaster on the 15th May 2021, kindly see below:
Dear Mankahla B, Your ‘Hello Peter’ complaint has been referred to me upon my request. I am sorry to hear that you felt that the IUM Claims Technician was arrogant, have had no sense of urgency in dealing with the matter, and refused to respond to your e-mails. Having reviewed the matter in its entirety, I must admit to not sharing your views on the matter. It is common cause that you have a broker who acts on your behalf and in your best interest. In all correspondence, our Claims Technician kept your broker abreast of all material movements on your claim. In essence, the claim was reported to IUM on 03rd May, and registered by IUM the same day. Docs and info were requested on 05th May and received the same day. Following the usual internal claim validation processes, an Agreement of Loss document was forwarded to your broker on 07th May. Upon receipt of the signed AOL, IUM confirmed to your broker that the claim had been sent to our Finance Dept for payment on 10th May – 08th & 09th being the weekend. Proof of payment was forwarded to your broker on 11th May. Nonetheless, I’d like to take this opportunity to humbly apologize for any perceived grounds you might feel are valid in this matter. It is certainly not IUM’s intention to create a situation which would cause our client to complain. We will most certainly review our standard operation procedures, to avoid a repeat, and to do better.
We have finalised your claim, and will proceed to close the file on our side.
Kind Regards,
Shana Aleixo
IUM Compliance Officer
Alpha's reply19 Jul 2021, 15:45
Official
Good Afternoon Bafana
I trust you are well.
As per the email correspondence sent by Grant Lancaster on the 15th May 2021, kindly see below:
Dear Mankahla B, Your ‘Hello Peter’ complaint has been referred to me upon my request. I am sorry to hear that you felt that the IUM Claims Technician was arrogant, have had no sense of urgency in dealing with the matter, and refused to respond to your e-mails. Having reviewed the matter in its entirety, I must admit to not sharing your views on the matter. It is common cause that you have a broker who acts on your behalf and in your best interest. In all correspondence, our Claims Technician kept your broker abreast of all material movements on your claim. In essence, the claim was reported to IUM on 03rd May, and registered by IUM the same day. Docs and info were requested on 05th May and received the same day. Following the usual internal claim validation processes, an Agreement of Loss document was forwarded to your broker on 07th May. Upon receipt of the signed AOL, IUM confirmed to your broker that the claim had been sent to our Finance Dept for payment on 10th May – 08th & 09th being the weekend. Proof of payment was forwarded to your broker on 11th May. Nonetheless, I’d like to take this opportunity to humbly apologize for any perceived grounds you might feel are valid in this matter. It is certainly not IUM’s intention to create a situation which would cause our client to complain. We will most certainly review our standard operation procedures, to avoid a repeat, and to do better.
We have finalised your claim, and will proceed to close the file on our side.
Kind Regards,
Shana Aleixo
IUM Compliance Officer
I trust you are well.
As per the email correspondence sent by Grant Lancaster on the 15th May 2021, kindly see below:
Dear Mankahla B, Your ‘Hello Peter’ complaint has been referred to me upon my request. I am sorry to hear that you felt that the IUM Claims Technician was arrogant, have had no sense of urgency in dealing with the matter, and refused to respond to your e-mails. Having reviewed the matter in its entirety, I must admit to not sharing your views on the matter. It is common cause that you have a broker who acts on your behalf and in your best interest. In all correspondence, our Claims Technician kept your broker abreast of all material movements on your claim. In essence, the claim was reported to IUM on 03rd May, and registered by IUM the same day. Docs and info were requested on 05th May and received the same day. Following the usual internal claim validation processes, an Agreement of Loss document was forwarded to your broker on 07th May. Upon receipt of the signed AOL, IUM confirmed to your broker that the claim had been sent to our Finance Dept for payment on 10th May – 08th & 09th being the weekend. Proof of payment was forwarded to your broker on 11th May. Nonetheless, I’d like to take this opportunity to humbly apologize for any perceived grounds you might feel are valid in this matter. It is certainly not IUM’s intention to create a situation which would cause our client to complain. We will most certainly review our standard operation procedures, to avoid a repeat, and to do better.
We have finalised your claim, and will proceed to close the file on our side.
Kind Regards,
Shana Aleixo
IUM Compliance Officer