TrustIndex
3.4
NPS Score
-60
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Echelon Private Client Insurance
Is Echelon Private Client Insurance trustworthy?
Echelon Private Client Insurance has a TrustIndex of 3.4 out of 10 on Hellopeter, based on 10 reviews in the last 12 months. Hellopeter has tracked Echelon Private Client Insurance across 78 total reviews. How is the TrustIndex calculated? →
Recent reviews (10)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2016
Extremely disappointing insurance and claims experience
This has unfortunately been one of the poorest insurance and broking experiences we have had with an insurer. Moved from Discovery to Echelon, worst decision. We pay a substantial monthly premium for private-client insurance and reasonably expected that, when we actually needed to claim, we would receive proactive assistance, clear communication and proper management of the claims process. That has not been our experience with Echelon and the broker handling our claims, Jacqueline. Throughout the process, there was virtually no proactive communication. I repeatedly had to follow up myself for updates and answers. Even when I specifically requested a telephone call because of the number of issues arising, I received another email instead. Material information was also not provided to me timeously. A second repair quotation was only brought to my attention after repairs had commenced, despite containing items that appeared to overlap with the first assessment. When I raised this, Jacqueline subsequently acknowledged that she had overlooked providing it. I repeatedly asked for a proper reconciliation explaining the apparent overlap in parts, labour and paintwork between two claims. Instead of receiving the detailed breakdown requested, I received repeated explanations that these were two separate insured events — something I had never disputed. The experience with Echelon's approved repairer, Sanrose, compounded matters. I was advised that my vehicle was ready for collection when work was still incomplete. I subsequently discovered further defects and returned the vehicle specifically for rectification. I was then called again and told that the vehicle was ready, travelled to collect it, and found that issues I had specifically identified had still not been attended to. Despite these difficulties, communication between the broker, insurer and repairer appeared fragmented, leaving me to repeatedly follow up and coordinate matters myself. I paid two excesses under protest and have formally requested that Echelon reconsider at least one of them given the overall circumstances and poor repair experience. The matter remains disputed. What has been particularly disappointing is that, after this experience, we received a renewal communication advising of an increased premium while warning that our claims frequency could place the policy at risk of future cancellation. Insurance is ultimately tested when a client needs to claim. A private-client insurer and broker should make that experience easier, not leave the client feeling that they are personally managing the insurer, assessor, repairer and broker. We have now lost confidence in the service and are considering moving both our broker relationship and insurance portfolio elsewhere. I hope Echelon and EnvestPro take this feedback seriously and review both their claims communication and the oversight of their approved repair network.
1 reviews | Active since Jan 2016
Extremely disappointing insurance and claims experience
This has unfortunately been one of the poorest insurance and broking experiences we have had with an insurer. Moved from Discovery to Echelon, worst decision. We pay a substantial monthly premium for private-client insurance and reasonably expected that, when we actually needed to claim, we would receive proactive assistance, clear communication and proper management of the claims process. That has not been our experience with Echelon and the broker handling our claims, Jacqueline. Throughout the process, there was virtually no proactive communication. I repeatedly had to follow up myself for updates and answers. Even when I specifically requested a telephone call because of the number of issues arising, I received another email instead. Material information was also not provided to me timeously. A second repair quotation was only brought to my attention after repairs had commenced, despite containing items that appeared to overlap with the first assessment. When I raised this, Jacqueline subsequently acknowledged that she had overlooked providing it. I repeatedly asked for a proper reconciliation explaining the apparent overlap in parts, labour and paintwork between two claims. Instead of receiving the detailed breakdown requested, I received repeated explanations that these were two separate insured events — something I had never disputed. The experience with Echelon's approved repairer, Sanrose, compounded matters. I was advised that my vehicle was ready for collection when work was still incomplete. I subsequently discovered further defects and returned the vehicle specifically for rectification. I was then called again and told that the vehicle was ready, travelled to collect it, and found that issues I had specifically identified had still not been attended to. Despite these difficulties, communication between the broker, insurer and repairer appeared fragmented, leaving me to repeatedly follow up and coordinate matters myself. I paid two excesses under protest and have formally requested that Echelon reconsider at least one of them given the overall circumstances and poor repair experience. The matter remains disputed. What has been particularly disappointing is that, after this experience, we received a renewal communication advising of an increased premium while warning that our claims frequency could place the policy at risk of future cancellation. Insurance is ultimately tested when a client needs to claim. A private-client insurer and broker should make that experience easier, not leave the client feeling that they are personally managing the insurer, assessor, repairer and broker. We have now lost confidence in the service and are considering moving both our broker relationship and insurance portfolio elsewhere. I hope Echelon and EnvestPro take this feedback seriously and review both their claims communication and the oversight of their approved repair network.
1 reviews | Active since Oct 2010
Exceptional Service from Echelon and Staboilty-Risk (Shona Pedlar)
I would like to commend Shona from Stability Risk for the exceptional service she provided with my insurance claim involving damage to two laptops. From the moment I contacted her, Shona and Jamie-Lee handled the entire process professionally, efficiently and with genuine care. She clearly explained what was required, kept me informed throughout, and ensured that the claim was processed smoothly and promptly. Although the claim was handled two months ago, the excellent service has stayed with me. It is rare to find a broker who combines personal attention with such efficiency and professionalism. I can confidently recommend Shona and Stability Risk to anyone looking for dependable insurance advice and outstanding claims support.
1 reviews | Active since Oct 2010
Exceptional Service from Echelon and Staboilty-Risk (Shona Pedlar)
I would like to commend Shona from Stability Risk for the exceptional service she provided with my insurance claim involving damage to two laptops. From the moment I contacted her, Shona and Jamie-Lee handled the entire process professionally, efficiently and with genuine care. She clearly explained what was required, kept me informed throughout, and ensured that the claim was processed smoothly and promptly. Although the claim was handled two months ago, the excellent service has stayed with me. It is rare to find a broker who combines personal attention with such efficiency and professionalism. I can confidently recommend Shona and Stability Risk to anyone looking for dependable insurance advice and outstanding claims support.
1 reviews | Active since Jan 2015
Unacceptable Delay on Third Party Claim (*** / ECLM***3)
I am frustrated with the handling of my third-party claim (Claim number: *** / ECLM***3). It has now been almost a month, and despite providing all required documentation and following up multiple times, I have still not received payment. This delay is preventing me from repairing my vehicle, which is causing ongoing inconvenience and disruption. What is most concerning is the lack of clear communication and accountability. Each follow-up results in vague responses or no meaningful progress. There appears to be no urgency in resolving what should be a straightforward third-party claim. This level of service is unacceptable. Third parties should not have to chase insurers for weeks just to get paid what is due. I expect: * Immediate escalation of this claim * Clear communication on the status * Urgent settlement of the outstanding amount If this is not resolved promptly, I will have no choice but to escalate the matter further. I strongly caution others to be aware of the delays and poor service I have experienced.
1 reviews | Active since Jan 2015
Unacceptable Delay on Third Party Claim (*** / ECLM***3)
I am frustrated with the handling of my third-party claim (Claim number: *** / ECLM***3). It has now been almost a month, and despite providing all required documentation and following up multiple times, I have still not received payment. This delay is preventing me from repairing my vehicle, which is causing ongoing inconvenience and disruption. What is most concerning is the lack of clear communication and accountability. Each follow-up results in vague responses or no meaningful progress. There appears to be no urgency in resolving what should be a straightforward third-party claim. This level of service is unacceptable. Third parties should not have to chase insurers for weeks just to get paid what is due. I expect: * Immediate escalation of this claim * Clear communication on the status * Urgent settlement of the outstanding amount If this is not resolved promptly, I will have no choice but to escalate the matter further. I strongly caution others to be aware of the delays and poor service I have experienced.
1 reviews | Active since Apr 2025
Warranty Not Honoured on Geyser Installed Through Echelon
I am extremely dissatisfied with the handling of my recent geyser claim involving Digicall Group and Echelon Private Client Insurance. In 2022, a geyser was supp**** and installed at my property as part of an approved insurance claim. The installed geyser carries a 5-year warranty from the date of installation for the cylinder unit. During March this geyser burst, and I requested Echelon to advised the service provider as the geyser is still within the warranty period. However, I have now been informed by Echelon and the Digicall Group that the service provider is unwilling to honour the warranty. My question is, why is Echelon appointing ************ service providers that do not honour warranties. Even my broker has raised concerns regarding the handling of this, and has requested Echelon to escalate the matter, but more than a week has now passed with no resolution in sight. I am currently in the process of perusing remedies through consumer protection and Ombudsman channels as it is clear that the insurance and the service provider are not willing to ethically resolve this matter. This experience falls far below the expected standard of service, and based on the handling of this situation I would steer-clear of Echelon as a personal insurer.
1 reviews | Active since Apr 2025
Warranty Not Honoured on Geyser Installed Through Echelon
I am extremely dissatisfied with the handling of my recent geyser claim involving Digicall Group and Echelon Private Client Insurance. In 2022, a geyser was supp**** and installed at my property as part of an approved insurance claim. The installed geyser carries a 5-year warranty from the date of installation for the cylinder unit. During March this geyser burst, and I requested Echelon to advised the service provider as the geyser is still within the warranty period. However, I have now been informed by Echelon and the Digicall Group that the service provider is unwilling to honour the warranty. My question is, why is Echelon appointing ************ service providers that do not honour warranties. Even my broker has raised concerns regarding the handling of this, and has requested Echelon to escalate the matter, but more than a week has now passed with no resolution in sight. I am currently in the process of perusing remedies through consumer protection and Ombudsman channels as it is clear that the insurance and the service provider are not willing to ethically resolve this matter. This experience falls far below the expected standard of service, and based on the handling of this situation I would steer-clear of Echelon as a personal insurer.
1 reviews | Active since Mar 2009
Echelon are you really having a cash flow problem so that you cannot pay claims?
Echelon, I understand many companies and individuals go through cash flow problems at times. However they should not be embarrassed about it. These things happen. No problem I will personally pay the approximately R6800.00 owing to the panel beaters and you can pay me back over 6 months if necessary. If you do need longer just say so.
1 reviews | Active since Mar 2009
Echelon are you really having a cash flow problem so that you cannot pay claims?
Echelon, I understand many companies and individuals go through cash flow problems at times. However they should not be embarrassed about it. These things happen. No problem I will personally pay the approximately R6800.00 owing to the panel beaters and you can pay me back over 6 months if necessary. If you do need longer just say so.
1 reviews | Active since Feb 2026
Disgusting service to Third Party Claim
I was involved in a collision while my car was parked on the street. Santam's client put in a claim as they were at fault. Since October 29 2025 I've been sending emails still not resolved. Sheer incompetence within the Claims Dept.
1 reviews | Active since Feb 2026
Disgusting service to Third Party Claim
I was involved in a collision while my car was parked on the street. Santam's client put in a claim as they were at fault. Since October 29 2025 I've been sending emails still not resolved. Sheer incompetence within the Claims Dept.