1 reviews | Active since Dec 2020
Bad service when claim is submitted
A submitted claim has now taken close to 3 months without any feedback from Duwalcoe. The courtesy car that was assigned to me was only for 30 days, and during this entire period, if I do not call Rhonalda at claims I never receive an update. And when I do call, she tells me she does not have any feedback and there is nothing she can do. It has been one story after another, either the insurer is migrating systems, or the committee is sitting in the next 5 days or the matter is not concluded yet we are waiting for feedback.
I paid all my premiums on time only to be told by a service provider that "there is nothing I can do until Legacy or the insurer gives us feedback". It has been a long frustrating claiming process.
What I gathered from this experience is Duwalcoe is a middle man to another middle man. Between Santam who is the insurer, there is Legacy Underwriting Managers and then Duwalcoe and then the client. Do with that information what you may.
Thank you for taking the time to write this review, and I am sorry that you did not have a great claims experience. Insurance exists to support people when they go through traumatic events. It is always frustrating when a claim takes longer than it should, especially so during a really tough time. As brokers we are often also frustrated about delays, because we exist to fight the battle on our customers behalf. Clearly we did not do this successfully and failed to meet your expectations in this case. We usually work directly with insurers (so we are the broker (AKA "middle man"), but in your case as you correctly pointed out, the more affordable option you chose was through Legacy Insurance which is an Underwriting Manager. We do however have contracts with all the major Direct Insurers.
I am unreservedly sorry for the poor experience you had, and that you felt unsupported in a tough time. This is not the experience we strive to give our customers, and is not the generally shared one.
I know you are no longer a Duwalcoe customer, but I hope that we can prove to you sometime in the future that we really do care, and that you can receive excellent service from Brokers in the Insurance Industry.
All the best,
Duaan
Thank you for taking the time to write this review, and I am sorry that you did not have a great claims experience. Insurance exists to support people when they go through traumatic events. It is always frustrating when a claim takes longer than it should, especially so during a really tough time. As brokers we are often also frustrated about delays, because we exist to fight the battle on our customers behalf. Clearly we did not do this successfully and failed to meet your expectations in this case. We usually work directly with insurers (so we are the broker (AKA "middle man"), but in your case as you correctly pointed out, the more affordable option you chose was through Legacy Insurance which is an Underwriting Manager. We do however have contracts with all the major Direct Insurers.
I am unreservedly sorry for the poor experience you had, and that you felt unsupported in a tough time. This is not the experience we strive to give our customers, and is not the generally shared one.
I know you are no longer a Duwalcoe customer, but I hope that we can prove to you sometime in the future that we really do care, and that you can receive excellent service from Brokers in the Insurance Industry.
All the best,
Duaan