Disappointed by the lack of communication and client support

Title: Disappointed by the lack of communication and client support

I am disappointed with the level of service I received during my recent motor insurance claim.

My biggest concern is not that an excess was payable, but that I was never informed of the R3,000 excess before my vehicle repairs were authorised and commenced. I only became aware of the excess after the repairs had already started, leaving me with no opportunity to make an informed decision or prepare financially.

When I raised the issue, my broker acknowledged that the excess may not have been communicated to me before the repairs were authorised and apologised for this. However, despite acknowledging the communication failure, I was simply told that the excess could not be waived and that no payment arrangement could be offered.

I was also told that it was my responsibility to review my policy schedule, yet I believe a broker also has a responsibility to clearly communicate important claim costs before repairs proceed, especially when a client will be expected to pay R3,000 before their vehicle can be released.

As a result, I felt I had no choice but to find money I did not have in order to collect my vehicle. This caused unnecessary financial stress and could have been avoided with proper communication from the outset.

I hope Everything Insure reviews its claims communication process and ensures that clients are informed of all applicable excesses before repairs are authorised. Better communication would help customers make informed decisions and avoid the difficult situation that I experienced.