FAILURE TO SERVE CLIENTS AS PROMISED

I am a member of Clientele Legal in good standing but the manner in which I am treated by the person handling my case (Steven Chabalala) is very much unprofessional. I have an existing case that I reported to Clientele Legal and the above member is the one handling my case which involved an Insurance (Western National) that refused to pay for the damages on my property. I then notified Clientele Legal about the matter who then advised me to take the matter though the office of the Ombudsman for Short-Term Insurance which I did. The matter was then handed to Clientele Legal to deal with the matter. All the relevant documents I forwarded to Clientele Legal including the email communications. I have made it known to Steven that I am not happy with the outcome of the Ombudsman and I believe that the latter excluded evidential material that could have proved otherwise in their findings. I wished to exercise my rights to take civil litigation against the Insurance because I am sure that the Ombudsman's finding is not fair nor final. As a citizen I am sure that the laws of this country allow me to sought an appeal/review when I am not happy about the outcome. In this case I am of the opinion that the member assigned to assist me in this regard is not assisting me nor representing my interest in this matter because every time when I call Clientele Legal, I am told that he is either not there I should leave the message for him to call me back which he never did. Steven requested some time to have a look at the documents and I am of the opinion that he was given more than enough time to do that. On two occasions when I found him on the line he promised to call me the next day which he claimed to have diarised for that matter but failed to do so. He never told me anything concrete regarding what he found from the documents and worst was that when I asked him of the contents of the policy schedule of the Insurance, he had not read that. I asked him to go and read that as well as the letter I referred him to and he promised to have a look at that and will come back to me but nothing so far. The last time I spoke to him it was on Thursday 07 December 2017 and continue to promise that he diarised my matter for 08 December 2017 (Friday). We then agreed that he will call around 14h30 and still he was consistent in not calling me on the said day.

I made it clear to him that this matter is very serious on me and I request that he demonstrate such from his side. From where I am sitting the man has not demonstrated such and I am afraid that he is helping the same people I am in dispute with in the event the matter is regarded to have been lodged outside the prescribed period. I am disappointed that Clientele Legal through their representative does not seem to value me as a client thus far. I am not even sure if they are aware of the level of service I received from this representative as Clientele adverti*****ts depict the opposite. My rights to expert legal representation is negatively affected by the way Steven conduct himself on my case as a premium payer.

I had asked policy admin if I am not covered in civil matters and they confirmed that I am but it appears that when I registered the case I am not receiving the service as promised instead I am more frustrated by the manner in which my case is handled.

I hope they will account on what they offer us as members in good standing.