Bad Service

I’ve been a client of CLIENTELE Legal Insurance for a few years now; therefore, it pains me to lodge this complaint. I essentially have a complaint to which one could no longer turn a blind-eye to and goes against the grain of good customer service. I’ve been paying my exorbitant premiums religiously in all this time. Two (2) weeks ago (03/05/2021) I detailed my issues in an email to them, as the phoneline advise is somewhat cumbersome. The advice I needed was rather urgent. When I called afterwards, to enquire about the progress on my matters, each person answering your call passes the buck and promises to investigate and get back to you with a resolution. However, they never revert to you and you have to call back again and invariably you speak to a different person and you have to relay the whole story again to this different person. In the process you spend on average 10 minutes on the phone, spending your own money on the call, with no joy in the end. I’m sure that I’m not unreasonable in asking for the service and assistance I’m paying for. I believe that CLIENTELE can ill afford such conduct by its staff, not when it strives to position itself as the preferred Legal Cover Provider in South Africa. This issue smacks of incompetence and invariably leaves a bad taste in the mouth. I have never experienced such bad customer service before, not even from your less sophisticated competition. I sincerely hope that not one more CLIENTELE client has to endure this treatment. I feel that I have no other alternative to bring this unsatisfactory conduct to the senior management’s attention.