1 reviews | Active since Mar 2015
TERRIBLE SERVICE FROM THE CLAIMS DEPARTMENT
My client, WP VAN NIEKERK, had an accident 13/3/15. The truck jack-knifed and crashed into Krugersdorp Correctional Services building. The promised turnaround time for feedback regarding the outcome of the claim was promised to be within 3 days, which was supposed to be 18/3/15. Friday, 20/3/15 I was informed AFTER NUMEROUS calls, the claim has been repudiated. She promised me the repudiation letter late Friday or early Monday (23/3/15) morning. I called about 15 times to get an answer from either Adelle (claims manager) or David (the lawyer who's supposed to draft the letter). Not one word from David but Adelle called at 16h16. I reminded her that she promised I would have the letter earlier today! She put the blame on David, he was suppose to have the letter ready. When asking her WHEN can I expect the letter she told me during the week! On top of it, when asking WHY does it take so long, she said they were waiting for the report. The repudiated my client's claim WITHOUT a report? When I confronted her with this, she couldn't give me an answer! We need that letter URGENTLY so that we can act on it. My client is losing money every day with the truck out of action. THEY DON'T CARE!
It is correct that we usually finalise client's claims (assessed/authorized) within three days of becoming aware of an incident. We keep our service providers to strict time limits and manage each claim continuously.
However, following a factor that may result in a claim being rejected, we cannot finalize the claim as we normally do, as in this instance. It was necessary to retain an independent expert for a comprehensive written report.
The expert supp**** a preliminary report advising in short of the problems, and the claim was placed on hold until receipt of the formal report (which takes time). When enquiring about the claim, Ronel was advised that the claim that was a possible rejection and that we were waiting for the formal expert report to take to a committee to discuss and confirm the rejection of the claim.
The rejection letter went to Ronel on the 24/3/15, which includes the policy wording and a full explanation (with photo's) of the reasons. The claim was not rejected before receipt of the formal report.
We care a great deal about our clients and brokers and we are constantly modifying our processes and procedures to provide them with the best possible service.
It is correct that we usually finalise client's claims (assessed/authorized) within three days of becoming aware of an incident. We keep our service providers to strict time limits and manage each claim continuously.
However, following a factor that may result in a claim being rejected, we cannot finalize the claim as we normally do, as in this instance. It was necessary to retain an independent expert for a comprehensive written report.
The expert supp**** a preliminary report advising in short of the problems, and the claim was placed on hold until receipt of the formal report (which takes time). When enquiring about the claim, Ronel was advised that the claim that was a possible rejection and that we were waiting for the formal expert report to take to a committee to discuss and confirm the rejection of the claim.
The rejection letter went to Ronel on the 24/3/15, which includes the policy wording and a full explanation (with photo's) of the reasons. The claim was not rejected before receipt of the formal report.
We care a great deal about our clients and brokers and we are constantly modifying our processes and procedures to provide them with the best possible service.