Disgrantled Customer

Policy no ********** 0501 for Mr and Mrs Chokoe. Our claim for our property and household contents has been declined twice without any substantial reasons from the signed contract,firstly on the 17th of October and the 17th of November.The company has been ********* and dishonest with its dealings with us,by firstly repudiating our claim and pleading ignarance to its policy clauses when challenged,and agreeing to reopen the claim and subsequent behaving very unproffessional by refusing to provide letters for both the first decline and the second one as well,following their unbecoming assessment practices.Refusing the honour their obligation to the service providers that i was advised to appoint by their employees,,so much for one of the big insurers in the country that purports to be the custodian of proffessionalism,ethics,honesty and good service. This is were it all begun. We are currently banking with Nedbank and as a result we do our financial needs analysis with their financial advisor who advised us to take out an insurance for our property and household contents cover with Auto and General as their subsidiary.The policy was opened and paid for pro rata with immediate cover and subsequently there was a hail storm around Krugersdorp in the West specifily near Clearview estate north and our property was affected namely rooftiles,windows,electric fence,plugs in the house,gheser,ceiling, trampoline, refridgerator and food. Then the claim was registered and opened by the company, but no followup was done by their side in terms of the assessment. Until such time, we called them and we were told that an assesser was appointed by the name of Joseph who was supposed to call to give us an appointment. Nothing happened to that effect. The reference number given was: DAS217376. After several attemos to get hold of him, we finally reached his office and we were told that the claim was declined and we need to contact the insurer Auto and General. The next day, I drove to their offices in Fourways from Krugersdorp for further clearification. I was attended by two ladies, Natalia and Kathy, who both acknowledge that the claim was wrongfully declined after contacting their head offices in Cape Town namely Tracy in particular. Tracy wanted to revert to the initial decline without reasons and after a lengthy discussion with her, she conceded that the company was in the wrong and the claim will be re-opened for further assessment. SO MUUCH FOR THIR HONESTLY, PROFESSIONALISM AND ETHICAL BEHAVIOUR. At any rate the claim was re-opened and a shebby assessment was conduced through their assessor namely Willie Ryan. He only visited my place on the 20th October without any prior arrangement with me. THe assessment was done and he advised me to submit all the invoices which were already submitted to the company at which pouint I indicated theguys that were working on my ceiling on the very day that he visited my placve did not have registered companies to provide a proper invoice. He then advised me to arragen an invoice that include the material that i bought and their labour amount of which I obliged accordingly. Willie then promised to send guys from Komu to pick up my damaged refridgerator. Subsequient to that they called me for an appontment and came through but unfortunatley they did not pick up the damages refridgerator because they did not have the expertese to disconnect the item. After this, we then expected a call from Willie the assessor which never happened. I then called him because it was stressfuil to sit with a refridgerator that was not working and smelly. He then advised me that the technitian from the same company will call me. Three days there after, I received a very rode telephone call from the so coalled technician who insisted to come and see hom without a proper apointment. I then inicated to him that I do not appreciate his unprofessional telephone approach. The nect day I drove from Krugersdorp to Fourways for the second time and insisted to see the assessor who was less keen to helo. He then apologises on behalf of the company of the Komu and said they will send another technican of which they did but did not bear any fruit because the refridgerator was not picked up but the motor was removed up till this day no feedback whatsoever.No progress report given thereafter until i insisted to have a meeting with Willies manager Bakker and the claims manager.At first Willie refused to accord me such an opportunity but eventually agreed through an sms for the 13th of November with the above managers to attend.On the day in question no one was available to see me according to the receptionist,,Willie was not answering his cell nor responding to the sms i send him,,WHAT A SERVICE OF NOTE.Eventually the guy by the name of Lourens Botes showed up and invited me to one of the offices near the reception area without Willie and his manager Bakker.The introduced himself and allowed me to present my concerns ,which i did and Willie joined the meeting which he proposed 20minutes later without apologising for keeping me waiting for that long ,i guess this does not matter to him and Auto and general..but thats AUTO AND GENERAL FOR U,, I WASNT EXPECTING ANY DIFFERENCE GIVEN THEIR ********* BEHAVIOUR IN AN ATTEMPT TO SABOTAGE THE FIRST CLAIM THINKING IT WONT BE CHALLENGED AND AGAIN DISPLAYING UNBECOMING TENDENCIES .Finally we agreed to have the outstanding invoices that were initially misplaced by them submited by me to Lourens Botes Claims manager,,,and on receipt to give me the progrss report,now that the *********** assessor Willie was going on a study leave.After submission of the docs nothing happened until i called them for feedback,,called for two days without any fruitful response nobody could help....Then on the 17th of November i again called only to be transfered to Willie who was all of sudden back from study leave to fulfill his desire not to honour the claim,,i guess he is one of your shareholder without the interest of clients at heart ,he then as per usual said the claim has been declained for the second time,,at that point i indicated the i will be challenging the outcome and requested the letter of decline,both the first one on the 17th of october and the 17th of november respectively,,An undertaking was made by him to email them within an hour,,for the records nothing was emailled to me ,,,after 3hours or so i then called his manager Bakker who promised to facilited the request to no avail,,no wonder she is manager Willie they share the same business practices which are detrimental to the company,For the record once more is if that was not enough these were the people called to help out to no avail,,CAPE TOWN--STEPHANIA KRONJE,, ********** JACUES HECTHER OFFICE ********** ,STEPHANE OLIVIER ********** THEM TOO WERE SOO UNHELPFUL IT HURTS.THIS IS A DISPLAY OF UNPROFESSIONAL SERVICE, ********* BEHAVIOUR EXSPECIALLY DECLINING THE THE FIRST CLAIM WITHOUT ANY CONCRETE CORRESPONDENCE SEND TO US LET ONLY THE REFUSAL TO FURNISH US WITH THE SECOND LETTER AFTER ALL THESE ATTEMPTS.

By the way the said shareholder com assessor Willie Ryan indicated to me that our policy will be terminatedwith immediate effect ,,,i guess to cover their tracks and keep on declining claims and capitalising on the ignorance on some of their clients,,,,,,,awaiting advise from the oumbusman office, Recap soonest