Bidvest Insurance mediocre service

Good evening: Policy number: A***5 I had a bad experience with Bidvest Insurance, I took the insurance with Bidvest on the 27th of January 2022. I made a claim on 26 April -2022 for a breakdown that had a mechanical fault, the car was then towered to the approved RMI approved dealer in Midrand. On the 16th May-2022 the RMI dealership provides the documentation to Bidvest, and in the process is advised that the assessor would be sent to assess the damage and that does not happen. After the 25 days, Bidvest Insurance provides PO for an amount of R1000.00 for the quote of R64,787.52 from the RMI dealer. Based on the calculations from Feb-May-2022, I have paid the amount of R1,196.00 it seems you are only covered for the premiums that you have paid. I would appreciate is you can assist to take this issue further with the insurance ombudsman. I have detailed the sequence of events below: 4th May-2022: - To claim Bidvest requires the Diagnostic report which I paid in the amount of R782.00 - The dealer was able to provide the report to Bidvest as part of the requirements. 16th May-2022: - RMI dealer provides the quotation to Bidvest insurance. - The quotation was for an amount of R64,787.52 - The dealer copies me on the submission of the quotation with the detailed claim form to Bidvest. 18th May-2022: - I called the dealer whether they have received any feedback from Bidvest, and the dealer advised me that they have not received any feedback from Bidvest. - I then call Bidevest directly enquiring regarding feedback on the quote submitted, I was then advised that they have not received the email that was sent by the RMI-approved dealer on the 16th of May 200. - I then forward the same email to Bidvest on the 18th May-2022. 24th May-2022: - At 13:09 I then call Bidvest Insurance to follow up on the progress of the claim, and they will wait for the assessor to look at the quote. - The dealer then advised that they would be sent out an assessor to assess the damage to the car based on the quotation that was sent on the 16th of May-22.

30th May-2022: - Both I and the dealer calls Bidvest and we were advised that we would get the purchase order. - This was after were advised that the assessor would come on-site to evaluate and assesses the damage, the process did not happen as per Bidvest Insurance. 31st June-2022 - In the afternoon the dealer received PO from Bidvest Insurance to the value of R1000.00 against the quotation of R64,787.52 - I then called Bidvest perplexed as to after making a follow-up once gain on the 30th May-2022 I then get the PO of that amount how is it possible as we were waiting for the assessor to come on-site at the dealer. - I then sent the email with my dissatisfaction with Bidvest to one of the agents to get clarity.

31st June-2022 - The Assessor called me without reading my email, I then requested him to go through the email first then we can discuss the 1st June-2022. - I then asked him to respond via email which he has failed. 2nd June-2022: - The issue is escalated to their internal complaints department, the case is assigned to an agent. - The turnaround time according to the agent for the investigations is 5 working days. - The allocated agent asked me to provide information regarding the telephone discussion that I have with Bidvest Insurance on the 3rd June-2022.

5th June-2022: - I provide detailed information and the telephone number where the calls were made. I was able to provide the information because I was working work phone number which has time stamps and time. 9th June-2022: - I receive a call from the agent requesting the phone number where I have made follow-up calls. - I then responded to him that the information was sent on the 5th of June 2022, already. - I then said to him Bidvest is going to miss the SLA, which simply means that the case would not be investigated properly as the deadline for the investigation is the 10th June-2022. 10th June-2022: - Guess what they missed the feedback, and provide two recordings which do not say anything regarding the initial escalation.