pathetic service- vehicle claim

I am writing to express my deep disappointment and frustration with the recent handling of my vehicle claim. On May 29, 2023, I was involved in a tyre accident and submitted a claim, which was initially accepted and processed successfully.

During the course of that claim, I had a conversation with one of your agents, who called me on my mobile number ***. The agent informed me that my policy has a threshold of R35,000, and any claim exceeding this amount would be declined. Considering the value of the car I drive, I immediately expressed my concern and requested to increase the coverage threshold to adequately protect my vehicle. The agent, who had an Indian accent, assured me that he would call me back to arrange for a more suitable coverage plan, but to date, I have not received any such call.

Regrettably, on June 23, 2023, I was involved in another incident, an attempted hijacking, which resulted in significant damage to my vehicle. I promptly filed a claim with your company and was asked to obtain a quotation from a registered panel beater. The quotation provided amounted to R79,000.

To my dismay, my claim was subsequently declined on the grounds that it exceeded the R35,000 threshold, despite my previous request to increase the coverage. I immediately informed the person handling my current claim about my previous interaction and the promised call back from the agent in May. However, the lack of follow-up and communication from your company's end has left me feeling utterly dissatisfied and unprotected as a policyholder.

I find it disheartening that my efforts to proactively address the issue and ensure adequate coverage for my vehicle were met with inaction from your company. As a loyal customer, I trusted your company to fulfill its promises and provide the necessary support when needed. Please trace back to calls made to my cellphone number as stated above to trace the call between myself and the agent that called me (This call was sometime in June 2023).

Therefore, I kindly request an urgent and thorough review of my claim. I implore you to address this matter promptly by relooking at my claim. It is essential to rectify this situation as soon as possible, considering the urgency of the situation and the potential financial strain I am facing due to the damages incurred.

I hope we can resolve this matter amicably and promptly. I trust that your esteemed company values its customers and strives to deliver excellent service. I look forward to hearing from you with a resolution to this matter.