Compromised customer experience, Bad Service, Poor Turnaround time, No Status Updates progress of claim, *********** Management, Financial Risk

<p>It is with great disappointment and regret to know that at this day and age there are companies that deals with their clients as if they are dealing with a piece of thrash for the services that they pay for.</p> <p>Logged my Insurance claim 22 March 2016. Submitted all required documents 23 March 2016. After numerous follow up calls, e-mails which I send requesting status of my claim, Anderson Insurance claims dept. only responded to me on the 15 April 2016 "Kindly be informed that your file was place on the urgency authorization platform. Please wait for my feedback" After more than a month of no answers from Claims Management not returning my calls/ providing me with feedback on my claim. 19 April 2016 I received the excess letter stating my excess is 10% of claim or minimum R 3000.00.from Anderson Insurance requesting me forward the proof of payment before they can authorise my claim for repairs. </p> <p>On my Excess as per the policy wording it states In respect of section where the vehicle is valued R 100 001 to R 150 000 minimum amount is R 2 000.00 or 5 % of Percentage of loss. Anderson Insurance Excess letter send to me indicates Basic Excess - 10% of claim, minimum R 3 000.00. How scandalous of them. After numerous queries about the excess asking for explanation why it is different from my policy. I decided to go visit their offices 5A Dover Street, Randburg. After engagements with Charles Maduna Supervisor and Denise Abbott, Claims Manager 20 April 20016 my excess was revised to R 2 000. 00. I had to make a payment of the excess in order for my car to be authorised for repairs. EFT was made same day even asked my Private Bank to clear it to ensure it reflects immediately on Anderson Insurance bank account, as I did not any more delays on my claim. As a client this was never communicated to me that I have to pay excess in order for my claim to be approved. Previously I had a claim where excess was paid directly to the panel beaters upon delivery of my car. No communication about changes to their processes that impacts on customers was ever communicated to clients.</p> <p>22 April 2016 got e-mail from Anderson Insurance that the authorization letter has been sent to our accounts department and it will then be sent to the panel beater.</p> <p>4 May 2016, after numerous follow up e-mails and calls requesting status of claim, my car was finally authorised to be taken to Panel Beaters, appointed by Anderson Insurance Underwriters and booked for repairs for the 16 May 2016. After 56 days gone past since I submitted my claim forms and all required documents and information my car was approved for repairs. Poor turnaround time. Courtesy car was arranged for 30 days. A lower group as I had requested when I was taking my policy.</p> <p>13 June 2016 after contacting Panel beater to find out what is the delay on my car repairs. Panel Beater responded that “ Your insurer Anderson Insurance Underwriters has a policy where they purchase their own parts and we have no control of the parts order and delivery process. To date we have not received the parts from you insurer.</p> <p> Panel beater contacted the Anderson Insurance Underwriters, trying to make contact with the Insurer subsequent to my email to find out what is going on. No response to date from Anderson Insurance Underwriters.</p> <p>13 June 2016 send several e-mails to Anderson Insurance Underwriters after I spoke to the Panel beaters as they indicated there has been delays from you my Insurer Anderson Insurance Underwriters in terms of delivering parts to the panel beaters. The panel beater indicated to me it would take a week to complete the job on my car if he had parts. This was a big inconvenience for me, for my claim taking over 3 months now. Anderson Insurance Underwriters could not advise as to when I will be getting my car as well the remedy they will apply to ensure that I have wheels for work. Spoke to Charles (Claims Supervisor) who told me he could not assist me with extending car hire and his department cannot take responsibility. He promised to escalate the matter to their Parts Department. As usual he did not do that. On 14 June called several times managed to get hold of Parts department spoke to Ridhwaan. He promised to provide me feedback asp. No feedback was received I managed to get hold of Charles again, insisted he send e-mail to parts dept. and escalate my matter. The matter was escalated to Stef. I called Stef at 15:05pm he promised to give me feedback within 10 minutes.</p> <p>Received the below reply Tue, 14 Jun 2016 16:08:59 from STEF WEYERS CHIEF ASSESSING OFFICER ( CAO )“The dealer was contacted again and the part is to be delivered to the repairer on Thursday morning as it was on back order from the ware house , I will then personally attend to the outstanding repairs and consider it a matter of urgency , unfortunately we cannot extend the car hire for the remainder of the repair time as car hire is a courtesy and not for total use during the complete repair process. We dearly apologize for the delay and must ask that the hire car to be returned to the car hire company as was requested by them”.</p> <p> </p> <p>It is sad and with great disappointment and regret to know that at this day and age that Anderson Insurance Underwriters deals with their clients as if they are dealing with a piece of thrash for the services that they pay for. As a client of Anderson Insurance Underwriters for over 10 years having to suffer such prejudice and injustices for the service I have been paying for over 10 years have no absolute disregard of clients customer experience and inconvenience caused, losses, suffering and emotional stress that they cause to clients, they have no remorse what so ever.</p> <p>This is my worst experience ever with car insurance, disgusting service, poor turnaround time, no sense of urgency, no acknowledgement of claims forms received, no updates on progress of claim process.</p> <p>Anderson Insurance Underwriters have no remorse with an absolute disregard of client’s experience, Compromised customer experience, inconvenience, losses, suffering and emotional stress that they cause to clients, and they have no sense of remorse due to inconvenience caused by them.</p> <p>This makes me wonder about the status of Anderson Insurance Underwriters finances as well as the profession and or qualifications of their personnel especially senior management. This is pathetic. It’s over 86 days since I logged my Insurance claim, with all documents submitted and my claim has not been finalised/ resolved. I do not have my car back.</p>