1 reviews | Active since Sept 2012
POOR SERVICE & FEEDBACK ON EXCESS CLAIM
<p>i was involved in a accident on the 1st April 2017 which was a saaturday and tried to log a claim and i was out of office hours i then had to wait till monday morning to reg a claim,so i did monday i called in spoke to jamie was helpful but told me tow truck will get hold of me for my car to go to assessment centre and 5 hrs past nothing so i called back spoke to LUKE,he helped with the process and did say jamie did not log a tow truck for the car.....i was told Paula baloyi will keep me posted on the status on the car but she never did and was poor in this...my car was fetched and taken to DMAC from there was then towed to kieths panel shop for repairs,i then myself had to contact legal dept to find on about the refund on my excess i spoke to LUTANDO who told me that jamie had not put in the details of the other driver and owner of the other vehicle in the system,i then had to give all the information in and was asked to call the owner of the other party for his insurance details ,which i did and got it and passed on to LUTANDO on the 11th April ..up to this day no 1 has called me on status on this case nd i mentioned that i have cctv footage and pics of the accident to prove that i was on my lane and i am innocent in this but its shows the poor service i am getting from this and its actually now driving me to a point of frustration that i am insured by a mickey mouse club for years and this is my 1st accident and i am getting bull****ted by you dial direct....i want answers and i want correspondence daily from some1 who is dealing with this,i wont sit around and take yourls **** i pay my premiums and expect answers ASAP!!!</p>
We acknowledge receipt of your complaint.
One of our Customer Relation Specialists will be in contact with you to discuss your complaint in detail.
Kind Regards,
The Dialdirect Team.
We acknowledge receipt of your complaint.
One of our Customer Relation Specialists will be in contact with you to discuss your complaint in detail.
Kind Regards,
The Dialdirect Team.
Update:
As discussed with our Customer Relation Specialists, we are really sorry to hear about your frustration regarding the recovery process. We will investigate any/all service failures and address it on an internal basis.
We will make sure that you are contacted by our Legal department who will discuss the recovery process in detail with you.
Please feel free to contact our Customer Relation Specialist should you require further assistance.
Kind Regards,
The Dialdirect Team.
Update:
As discussed with our Customer Relation Specialists, we are really sorry to hear about your frustration regarding the recovery process. We will investigate any/all service failures and address it on an internal basis.
We will make sure that you are contacted by our Legal department who will discuss the recovery process in detail with you.
Please feel free to contact our Customer Relation Specialist should you require further assistance.
Kind Regards,
The Dialdirect Team.
Update:
After investigating your concerns as raised in your complaint, it is clear that we have failed to provide you with the necessary feedback pertaining to the recovery and/or the recovery process. The service failures will be addressed on an internal basis.
As discussed with our Customer Relation Specialists, our legal team will be in contact with you shortly to discuss the way going forward.
Once again, please accept our humbly apologies for the inconvenience caused.
Kind Regards,
The Dialdirect Team.
Update:
After investigating your concerns as raised in your complaint, it is clear that we have failed to provide you with the necessary feedback pertaining to the recovery and/or the recovery process. The service failures will be addressed on an internal basis.
As discussed with our Customer Relation Specialists, our legal team will be in contact with you shortly to discuss the way going forward.
Once again, please accept our humbly apologies for the inconvenience caused.
Kind Regards,
The Dialdirect Team.
Its been over 2 months since my accident,the complaint was logged and i had numerous calls on the day of the complaint logged,after that was zero i had to call Luthando and email him for feedback.....On the 31 May 2017 I called Leonard the claims manager to find out whats happening with this recovery and he told me that the consultant had followed up 3 times and there was no response from Santam,so he said he was going to sent a email to the managment of Santam to get a urgent response and will notify me there after....June 06 today and nothing so it shows again only when a complaint is logged then only stuff gets done,i am sorry but i dont believe in this customer care is a must to me and i wont be **** to by anyone..i am expecting my excess back due to evidence that i was not wrong in this accident and the recovery should be done TODAY!!!!
Its been over 2 months since my accident,the complaint was logged and i had numerous calls on the day of the complaint logged,after that was zero i had to call Luthando and email him for feedback.....On the 31 May 2017 I called Leonard the claims manager to find out whats happening with this recovery and he told me that the consultant had followed up 3 times and there was no response from Santam,so he said he was going to sent a email to the managment of Santam to get a urgent response and will notify me there after....June 06 today and nothing so it shows again only when a complaint is logged then only stuff gets done,i am sorry but i dont believe in this customer care is a must to me and i wont be **** to by anyone..i am expecting my excess back due to evidence that i was not wrong in this accident and the recovery should be done TODAY!!!!