Zero communication and *********** agents

VAPS department only cares about your monthly premium. Getting through to the agent handling my claim is a nightmare. If she's not out, shes forever on the line. All the different agents i get always request me to leave my details for her to call me back, up to this day it has never happened.

This whole claim started in Dec when i was informed by one of their agents that as soon as the car claim is settled they will then proceed to check the shortfall and i dont have to call them as they will get all the information from the car claim and 3rd party which is the financial institution. As soon as i got a statement from the financer that the insurance has paid i then took it upon myself to call since its silent from them and find out if they began with the claim only to be told i need to send documents. I send documents on the 3rd Jan 2022 and on the 6th i call again found someone else who told me i need to send another document. So now we moving from 2 documents which were initially requested to 3 documents. Had i not called who was going to tell me? This clearly indicated that nobody bothered checking my claim/documents. Anyways I send the documents and something in me said i should call these people to check if the documents were received since they dont communicate. So i do call (7th Jan) and to my surprise no documents were received. I then forward the email i had sent on the 6th and she receives it. Today, 11th Jan i call never get to Henriette. I called twice 2pm and 4pm and the response i got was Henriette is busy on the phone and will call me after 5pm. As i am typing now 22:19 havent heard anything from her. At this point my call seems not to be important because she is able to attend to others but not me. When i ask about when they will finalize the claim, they dont have a timeframe as its different per claim but what nonsense is that? Such a huge company and they cant tell when such claims usually take?

The settlement letter is expiring 12 Jan so who must request another letter when they are dragging? Fail to revert calls and dont engage their clients? Mind you the shortfall amount is less than R20k yet im being given the runaround. IM VERY DISAPPOINTED in this department and would never recommend anyone to take their shortfall, dent and any other added services that they offer.