CLAIM BEING IGNORED - OVER 40 DAYS

<p><br />We would like to lodge a formal complaint against the below findings and how this claim has been handled.</p> <p>Please note below how the claim unfolded:</p> <p>15th May - Accident Occurred <br />15th May - We contacted BMW insurance, and they sent a tow truck through to collect the vehicle onsite. We where then advised by the tow truck driver that we should go to the police station in the morning and get an affidavit of the accident details for the insurance. No one from BMW Insurance advised us on how to proceed that evening. We where merely informed that they would send us the claim forms and we are to fill these in <br />16th May - received a call and quote from Stephan at ABS Auto Specialists with a quote for the vehicle to be fixed, in his mail NEVER did he mention that the car had to be written off. The quote is attached <br />19th May - Claim form was sent to us by Ms Zanele, after four days of the accident having happened <br />23rd May - All claim forms and affidavit was submitted to Zanele <br />23rd May - Zanele issued us with a claim number and advised via mail that the claim had been registered - this was after the fact that I had called and asked Zanele why ABS is calling me to pay for the car to be fixed as this needed to go through the insurance. <br />30th May - Zanele sends and email to say that she has received a report and the vehicle is a write off - this comes across as strange because I received a quote from Stephan and spoke to him as mentioned on the 16ht of May already <br />2nd June - Zanele sends a mail requesting and AR from the police station - we are then in Durban working and can only send when we return which is what I advise her. <br />3rd June - We receive a settlement letter from Wesbank and I send this to Zanele asking what I am meant to do with this. She advises on the 3rd of June via email that she needs the AR in order to process the settlement letter and claim <br />8th June - On return to JHB we send Zanele the AR number / OB Number and Case Number - she requests we send the actual doc and not just the numbers - which we send on the very same day 8th June <br />8th June - harry from LGI Consultant contacts my husband and requests we fill in the attached form and send back to him urgently <br />8th June - We sent a mail to Harry, Tanya and Zanele requesting better service and better communication so we could get all necessary docs to them instead of getting requests one by one - no apology is given on email even after stressing the disappointment in service <br />10th June - We send the LGI Consultants docs back to Zanele and Harry <br />10th June - I speak to Zanele telephonically, please send me these voice recordings. here she advises me that the claim has been processed and i should get pay out today (being the 10th of June) <br />10th June - I sent a mail to Henk, Harry, Zanele, Tanya, and Jaco about the lack of service as well as Zanele's telephonic conversation with me advising the payment would be made on the 10th of June. NOT ONE OF YOU FROM YOUR OFFICE REP****. <br />13th June - Harry sends a mail advising that he has sent the findings of the accident to Zanele and she should advise us on the outcome <br />13th June - Zanele advises us that the ******** and traffic offences where not disclosed on inception of the insurance contract - URGENTLY SEND ME THESE RECORDING BY CLOSE OF BUSINESS TOMORROW <br />13 June - Zanele advises us that LGI has brought feedback and this was being presented to the committee - then she would get back to me <br />21 June - Zanele advises its still being reviewed by committee via email <br />27 June - Zanele advises its still being reviewed by committee via email <br />29 June - Zanele advises she is still waiting for the committee to advise <br />30th June - Zanele advises she is still waiting for the committee who will be meeting on Friday <br />4th July - I send a mail advising I need a response on this claim as it has been over 36 days - copying in Harry and Henk - Zanele replies advising she has escalated the email to her boss <br />5th July - I speak to Henk on the phone who gives me Laura's number - I call her and she advises me that she advised Henk and Zanele over two weeks ago that the claim had been declined, but had been waiting on the voice recordings from them as its declined based on this. <br />On this basis we will be taking the matter further - and advise that you send this mail to your superiors as a formal complaint against BMW Insurance and the claim named in the subject line.</p> <p>We have not received the voice recordings nor has Laura from my conversation with her yesterday - so how does this claim be denied.</p> <p>Also I was not driving the vehicle the night, but rather my husband and he doesn't have any any pending cases against him.</p> <p><br />I expect a reply on this matter by end of business tomorrow and the recordings I have requested in the mail. I also expect to understand how we moved from my telephone conversation with Zanele on the 10th of June when she advised me the claim would be paid that Friday - to not it being declined.</p> <p><br />I will await your reply.</p>