Claims and risk

Service here is horrible. Communication is is not the best when you are a third party claim that is not insured with them. They keep telling us that we need to change our business account because apparently they are not able to make verification with Ithala bank even though Ithala bank said they have not had this issue with any other company. The lady handling my claim, Mbali Magazi does nt reply emails within 24 hours and everybody is aware that emails should be tended too in 24hours, 48 hours maximum. It took me sending more than three emails and having to go to their offices in Durban for them to come up with a solution to this. I called yesterday to set an appointment so that a conference call between Evelyn at fourways branch, a representative at ithala bank and the director of the company of the car that needs to be repaired. I called at 9am so that the conference call will be done and verification will be made, she is in a meeting. I asked for her email address and none of the email addressees given to me are working. Rachel, who also works at the fourways branch, gave me an email to contact Evelyn, that email does not work either. So now we are just waiting for these people to call us to make verification with ithala bank. If a company does not work with a certain bank, this should be included in their policies and terms and conditions. It should not then be an issue when they have to make payment and now the claimant has to run around like a headless chicken trying to get ahold of everybody that works for the company. It would be appreciated if people knew how to do their jobs.