Disgusting customer service

So, i have been considering this post for a long time, I hate washing dirty laundry on Social Media, but today was just the last straw.

This post is about absolutely shocking customer service from AON South Africa.

My Fortuner was ****** 25 January this year, and because of 2 trackers that AON insisted on, the vehicle was recovered on Sunday 27 January. (Happy about it, and then not so happy😫)

Numerous phone calls to AON after hours line on the Sunday to find out what need to happen next came up empty, I was told that they cannot tell me what to do about the vehicle in the police pound.

Monday morning, I received a phone call from the Police to say that they are done with the processing of my vehicle, and the car can be collected.

When I enquired with my broker, I was told that if the car can drive, I can go and get it.

Leaving the police pound, with my Fortuner in a terrible state, and actually not suitable for driving, I was soon to discover. Drove straight into a massive storm, only to realize I had no wipers, windows did not close properly and nothing electronic in the car worked as it should. Heavy rain with no wipers left me stranded between William Nicol and Rivonia offramps, because I could not see a thing infront of me to drive. Only at that point someone from Santam phoned ( AON is underwritten by Santam), and asked me if I need assistance, at this point I was having a full blown panic attack, anyone that know me, know that this is not something that happen to me, I can deal with a lot of ****, before something gets me down.

After that call the towtruck and rental car was delivered to my house, and the car was taken to the company that will manage the repairs.

Fastforward a few days, just absolute silence from AON, untill I enquired when they will appoint a assesor to inspect the vehicle.

A lot of back and forth, eventually someone was appointed and told me that he submitted his estimation, but the final inspection need to happen at Toyota.

Again radio silence from my insurer, untill I emialed the world to complain to try and get answers out of my insurer.

Then received a phone call from the company that will repair my car, to tell me that repairs have been authorized ( at this point, car was not taken to Toyota for promised assessment)

At the company that will do the repairs, I was told that the repairs on my vehicle is extensive, and that I need to prepare myself for a 4-6 month process, because of back orders on Toyota parts.

i will attach pictures of the inside of my recovered destroyed Fortuner.

After this concerning information on the timelines of repairs, I inquired about rental car, rental period, only to be told, they have delayed the process with 10 days, so they will extend rental period that is standard 30 days by 10 days. Rental car was returned Sunday 8 March, and the repairs on my vehicle have not started, still waiting for parts. I have escalated this to the short term insurance ombudsman for clarity, because my vehicle was ****** and recovered I am now out of pocket for a rental car, if the vehicle was not recovered I would have received a new vehicle by now ( almost feel like you are punished for the fact that your car is recovered.) , awaiting feedback from ombudsman.

There was lots more emials and phone calls flying around to try and get my car to Toyota for the requested assesment, that eventually happened 2 weeks ago.

So from Insurance side, the decision was made to repair my vehicle, I get weekly updates from repair company that they still await parts for the vehicle, so no date as to when my vehicle will be done.

And then while all of this is still ongoing, I received a phone call from AON today, was so happy about the call, thinking it was some kind of update.😂😂

OH WHAT A SURPRISE, the call is only to inform me that they will no longer insure me, I have till end of April to find a new insurer, I was like EXCUSE ME ??? I did expect an increase in monthly premiums after the ****** vehicle, did not expect to be fired from my Insurance. So as long as you pay monthly and dont claim, they are happy to have you as a customer, but dont you dare claim from them🤬, they will fire you as a customer.

They reply on email:

Dear Mrs Snyman Thanks you for taking my call earlier. As discussed, the insurer has given us the opportunity to rebroke the above policy and we have until the 31st March , failing to do so they will be providing 31 days’ notice of cancellation. This is due to the high loss ratio on your policy. I have attached your policy schedule and claims history in order for you to be able to source other quotes.

AON, as my insurer I expected support during a stressful, unfami**** situation, but you have just kicked me, while lying down.

#shameonyou #disgusted #DisgustingBehaviour #****customerservice

Anyway, now you know how my 2024 started, will definitely share an update if I ever get my car back 🤦🏻♀️.