Claim number: 456090

On The 4th of March 2019, I was involved in a car accident, I called my insurance Axsure Administrators roadside assistance to have my car towed, I then went on to go open an accident report as per procedures and submitted my claim on Tuesday 5th March. I had kept following up via calls and emails to my broker and Axsure Administrators to get an update about my claim. When I called my broker on Monday 11th I was told that an assessor was appointed on that day and that it will take up to 4 days for them to be done. I received a call on Friday 15th from my broker who had an Axsure claims consultant on the other line all to be told that the assessor has not finished with my claim, I requested the consultant to provide me with an email address of his senior by the name of Deon whom I sent an email on that same day with no response. Today is the 18th and yet again i had to call my broker only to be told that they cannot get through to Axsure because their systems are down due to load-shedding. I sent another email to ********** and got a response from one of the consultants who cc this Deon person on my email requesting an urgent update regarding my claim.

This has been a draining experience and now 2 weeks since my car has been in storage with no proper service delivery regarding my claim. I see there are more people complaining about this claim process when it comes to assessors on here and I believe this is a serious matter that needs to be dealt with.

Since this week started I was told the insurer is experiencing load shedding and my broker cannot get through to them, Tuesday the 19th I was promised feedback by the end of business day and no one has got back to me.

This morning I've been in communication with my broker and I get told that no one at the insurer is picking up the phone.

I can't be paying monthly premiums on a monthly basis all to receive such poor service after submitting a claim report.