MM
Magdeline M
1 reviews | Active since Jul 2019
11 Jul 2020, 15:07
***********- Lack of service delivery
So it has been two weeks since I submitted a claim with Auto & General. It has been 4 days since I last received communication from the insurance.
I have been upfront and always been the one initiating contact with the insurance. It’s been 2 weeks and I still don’t have my car back. I have thus far spoken to Shane, Mpho and Mr Jonker.
Mpho seemed to atleast be responsible and took ownership for when the claim process began. The last call I made I spoke to Hannah who advised me that the senior consultant would contact me. This is the same thing Mpho told me on Monday when I enquired as to why the Insurance had been quiet for so long, he said a JP Jonker would call me. THAT HAS HAPPENED AND THE WEEK HAS ENDED....................tbc
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Replies (4)MM
Magdeline M's updateReviewer Update
11 Jul 2020, 15:08I presume that Mr Jonker is the same man I suppose to last week that had a rather condescending tone when he dealt with me. He had no sense of compassion with regards to the trauma and inconvenience I was experiencing and therefore gave me no sense of solution.
I am in the dark with where things stand and when I offered to help where possible to expedite the issue at hand, I was told that there was a delay with getting the necessary info pertaining the accident from the Randburg police station. I called the Randburg Police Station immediately therafter and amazingly got through to the accident reports dpt. CAN YOU IMAGINE MY SURPRISE.
This led me to believing that that wasn’t the true reason for the delay. I am not oblivious to the fact that an investigation needs to take place, but surely that within 2weeks you would have had the necessary information you needed to make a decision.
Having my car unfixed for so long and having the Autobody shop call me more than twice to find an update is rather frustrating.
I NEED AN URGENT UPDATE.
MM
Magdeline M's update11 Jul 2020, 15:08
Reviewer Update
I presume that Mr Jonker is the same man I suppose to last week that had a rather condescending tone when he dealt with me. He had no sense of compassion with regards to the trauma and inconvenience I was experiencing and therefore gave me no sense of solution.
I am in the dark with where things stand and when I offered to help where possible to expedite the issue at hand, I was told that there was a delay with getting the necessary info pertaining the accident from the Randburg police station. I called the Randburg Police Station immediately therafter and amazingly got through to the accident reports dpt. CAN YOU IMAGINE MY SURPRISE.
This led me to believing that that wasn’t the true reason for the delay. I am not oblivious to the fact that an investigation needs to take place, but surely that within 2weeks you would have had the necessary information you needed to make a decision.
Having my car unfixed for so long and having the Autobody shop call me more than twice to find an update is rather frustrating.
I NEED AN URGENT UPDATE.
Auto & General's replyOfficial
11 Jul 2020, 16:36Hi Magdeline,
Thank you for bringing this matter to our attention.
We confirm that the matter has been escalated to the relevant team to investigate further.
Thank you for bringing this matter to our attention.
We confirm that the matter has been escalated to the relevant team to investigate further.
We certainly acknowledge your frustration and assure you that feedback will be provided as soon as we have more information.
Kind regards,
The Auto & General Team
Auto & General's reply11 Jul 2020, 16:36
Official
Hi Magdeline,
Thank you for bringing this matter to our attention.
We confirm that the matter has been escalated to the relevant team to investigate further.
Thank you for bringing this matter to our attention.
We confirm that the matter has been escalated to the relevant team to investigate further.
We certainly acknowledge your frustration and assure you that feedback will be provided as soon as we have more information.
Kind regards,
The Auto & General Team
MM
Magdeline M's updateReviewer Update
14 Jul 2020, 10:18So since I posted this, I received a call from Dean on the 13th of July, early in the morning. He had assured me that a senior consultant would contact me to give me an update during the course of the day, needless to say its a day thereafter and I have no update.
Its been 3 weeks without a car. The autobody shop where my car was towed to keeps calling. They called yesterday and I couldn't give them a heads up. If they are panicking, can you imagine what I am going through. They charge a daily fee for my car being there and pending the results, I could possibly be responsible for that fee. Each day without an update, or NOT having my car fixed has a financial consequence for me.
At this point, Im not even disappointed but disgusted at the lack of empathy. Surely someone gets this?
Its been 3 weeks without a car. The autobody shop where my car was towed to keeps calling. They called yesterday and I couldn't give them a heads up. If they are panicking, can you imagine what I am going through. They charge a daily fee for my car being there and pending the results, I could possibly be responsible for that fee. Each day without an update, or NOT having my car fixed has a financial consequence for me.
At this point, Im not even disappointed but disgusted at the lack of empathy. Surely someone gets this?
MM
Magdeline M's update14 Jul 2020, 10:18
Reviewer Update
So since I posted this, I received a call from Dean on the 13th of July, early in the morning. He had assured me that a senior consultant would contact me to give me an update during the course of the day, needless to say its a day thereafter and I have no update.
Its been 3 weeks without a car. The autobody shop where my car was towed to keeps calling. They called yesterday and I couldn't give them a heads up. If they are panicking, can you imagine what I am going through. They charge a daily fee for my car being there and pending the results, I could possibly be responsible for that fee. Each day without an update, or NOT having my car fixed has a financial consequence for me.
At this point, Im not even disappointed but disgusted at the lack of empathy. Surely someone gets this?
Its been 3 weeks without a car. The autobody shop where my car was towed to keeps calling. They called yesterday and I couldn't give them a heads up. If they are panicking, can you imagine what I am going through. They charge a daily fee for my car being there and pending the results, I could possibly be responsible for that fee. Each day without an update, or NOT having my car fixed has a financial consequence for me.
At this point, Im not even disappointed but disgusted at the lack of empathy. Surely someone gets this?
Auto & General's replyOfficial
17 Jul 2020, 14:17Hi Magdeline,
We confirm that our Customer Relation Specialist has been in contact with you, and appreciate the time you took to discuss your concerns with us.
We sincerely apologize for your frustration, we confirm that any/all service failures will be addressed on an internal basis.
Kind Regards,
The Auto & General Team.
We confirm that our Customer Relation Specialist has been in contact with you, and appreciate the time you took to discuss your concerns with us.
We sincerely apologize for your frustration, we confirm that any/all service failures will be addressed on an internal basis.
Kind Regards,
The Auto & General Team.
Auto & General's reply17 Jul 2020, 14:17
Official
Hi Magdeline,
We confirm that our Customer Relation Specialist has been in contact with you, and appreciate the time you took to discuss your concerns with us.
We sincerely apologize for your frustration, we confirm that any/all service failures will be addressed on an internal basis.
Kind Regards,
The Auto & General Team.
We confirm that our Customer Relation Specialist has been in contact with you, and appreciate the time you took to discuss your concerns with us.
We sincerely apologize for your frustration, we confirm that any/all service failures will be addressed on an internal basis.
Kind Regards,
The Auto & General Team.