Poor Service

I have been a loyal customer since January 2019. In 2019-05-16 I had my first claim which was successfully recovered from the 3rd party that caused the accident. I also had to fight with them to get it sorted. I have had no claim since then.

on 30 July 2022, a pedestrian on one of the busiest highways in Cape town decided to jump in front of my vehicle which caused damages which I claimed for.

Claim was submitted on 1 Aug 2022. I continuously had to call for an update. Even when the claim was finalized and approved, no one informed me. Because it's Cash policy, I received the notification that the money was paid into my account, hence I knew the claim has been approved. They decided without discussing it with me to deduct the excess they feel I am liable for from the total claim amount due to me. As per my policy schedule, for this specific claim where there's no 3rd party vehicle involve I will be liable for excess. However it does not state I will be liable for an excess if a pedestrian jumped infront of my car and causes damage.

They will look for ways and means either not to pay for a claim or for you to pay excess. Everything is hunky dory when you must pay your premium. But when you need them to help they can't.

I am at this moment looking for alternative insurance even if I must pay a higher premium but where I will get a better service than this.