Service at it worst

Item: Aon South Africa Pty Ltd
Rating: 2
Author: Keshav M

I have lodged a claim with the JRA for damage to my tyres due to bad road conditions last year July. The JRA website says that it will take 3 months to resolve. So the process started off fine and I lodged my claim with the JRA. A lady by the name of Nomvula Bhengu then lodged the claim with Refilwe from Aon. After some mails having being exchanged, she has requested a report and that is where it ends. I have followed up many times and even Nomvula has requested that she respond to my enquiries, but all I get is a standard mail sometimes, giving me no information regarding how far the process is along, or any other useful information. It is going to be a year in a couple of months since the claim and I have had no joy from Aon with regards to a resolution in the foreseeable future. The issue is that there is no feedback and no followup from the side of Aon. If this is how they treat their customers, I would never insure through Aon and would advise other to steer clear of the giant corporate. For a global conglomerate such as Aon, I would expect more from their processes and procedures. I have followed up many many times, with the email trails to prove this, with no joy.

Helpful (0)

Replies (2)

Aon South Africa Pty Ltd's replyOfficial

24 Mar 2016, 07:02

Hello Keshav.Munilall,

We acknowledge receipt of your complaint. We are investigating the merits and circumstances of your complaint and will provide you with our response within a reasonable period of time.

Kind regards,

Aon

Aon South Africa Pty Ltd's reply24 Mar 2016, 07:02

Official

Keshav M's updateReviewer Update

04 May 2016, 07:47

Good day, I would like to understand what you consider a reasonable amount of time.... yet another ***** reply with no real resolution of my claim in sight. This is now becoming an exercise in frustration again as my claim is still outstanding and when I call, I get no answer. I would like to know when my claim will be resolved as my faith in your responses and resolution is seriously down to zero. Please respond with when my claim will be resolved as these non committal and unhelpful responses from Aon seem to be the norm and I am now tired of waiting and giving you the benefit of the doubt. The lack of competence seems to run throughout the company, as is evident by the initial response and the lack of resolve from the Aon group. What does the Aon team suggest I do with regard to the lack of service delivery? Wait for another useless response and more lack of action? Please escalate to someone competent enough in the company to have the matter resolved as this is just taking too long. It is almost year of responses that seem to be specifically tailored to avoid any real promise of resolution or a date when this will be resolved. What is the escalation process that I can follow to have my claim resolved? Please provide me with names and direct contact numbers for upper management who are able to assist as even the Hello Peter route has proved to be of little help. Is there anyone competent enough to resolve my claim in your company or are you'll all just there for a salary and a laugh? Regards Keshav Munilall ***

Keshav M's update04 May 2016, 07:47

Reviewer Update