EL
ELVIS L
1 reviews | Active since Nov 2020
05 Dec 2021, 21:27
POOR SERVICE AND COMMUNICATION
I was involved in a car accident on 21 November 2021 n the policy holder was my wife n the insurance guys told us I was not regular driver and we told them we are going to drive this car together "me and my wife" and they told us we didn't send back the nomination form for a driver, so they said our claim is at the head office n til today our car 🚙 it's not fixed 😡
Helpful (0)
Replies (1)0
Replies (1)
CHS Claims Handling Services's replyOfficial
07 Dec 2021, 09:49 Good day We have noted your complaint and have investigated the matter. The information that you had provided in your complaint is incomplete, as you failed to mention that you were specifically advised that should the document that you were asked to complete not be completed and returned there might be issues when you claim. It should therefore not be a surprise when you breached that agreement and there is then an issue with your claim. The insurers have indeed decided to repudiate your claim as you did not adhere to the requirements that you were aware of and we suggest that you take the matter up with them and follow the process suggested on the repudiation letter. Our records also show that we had kept you and your wife, and your broker, appraised at all times of the concerns with the policy conditions having not been met. The matter was referred to the insurers for consideration within 3 working days of the claims department identifying that the driver was not authorised and we had spoken to yourselves regularly to advise where the matter is in the process.
CHS Claims Handling Services's reply07 Dec 2021, 09:49
Official
Good day We have noted your complaint and have investigated the matter. The information that you had provided in your complaint is incomplete, as you failed to mention that you were specifically advised that should the document that you were asked to complete not be completed and returned there might be issues when you claim. It should therefore not be a surprise when you breached that agreement and there is then an issue with your claim. The insurers have indeed decided to repudiate your claim as you did not adhere to the requirements that you were aware of and we suggest that you take the matter up with them and follow the process suggested on the repudiation letter. Our records also show that we had kept you and your wife, and your broker, appraised at all times of the concerns with the policy conditions having not been met. The matter was referred to the insurers for consideration within 3 working days of the claims department identifying that the driver was not authorised and we had spoken to yourselves regularly to advise where the matter is in the process.