Incompetency At Its Best

I put in a claim with Finrite on 12 August 2020 for a lost device, which I provided all supporting documents, ID and Affidavit obtained at SAPS, on the same day and get told that the claim will be processed within 48 hours.

On Sunday, 16 August 2020, I receive a SMS from the insurer stating that I need to send the supporting documents for the claim again and do so again.

I decided to give them a call on 20 August 2020, to follow up on the claim as I have not received an email or SMS from them regarding the claim. More than 48 hours has passed since the initial request and second request for the documents. Excess should have been the next process, but no I get told that I have to send my latest Telkom Statement (I am insured through Telkom). I do so even though I find that this should be mentioned at the start of the claim process to make it easier, but no their goal is to inconvenience the client and delay the claim process as much as possible.

Several days have passed now and on Monday, 24 August 2020, I receive another SMS to send the supporting documents. I didn't have time to call on Monday and decided to do so Tuesday, 25 August 2020.

This was the worst call I had with them since the start of this claim and shows the level of incompetency at which this company runs. The agent advised me that they needed the IMEI number, something that was given at the start of the claim process, is on the affidavit and even in their own policy schedule. This infuriated me and I told the agent that they are delaying the process and it was given at the start of the process and they do have. I was still busy speaking speaking and she rudely told me to be quiet and told me they need it. This made me even more upset and no de-escalation techniques or efforts were put in. she just continued telling me they needed the IMEI number.

I then requested to speak to a manager or team leader, to which she told me the team leader is not there and she will request a call back. I then went on and told her that I do not want to a callback and I want to speak to a team leader now. We went back on forth for about a minute and as I was still mid sentence when she put me on hold. Impudent! I have never experience anything like this in my life. Never has a customer service agent done that to me or have I heard of it being done. I stayed on hold for about two minutes before ending the call.

Finrite is an insurance company and should be ashamed at the behaviour of their first line of contact for treating customers this way. They need to work on their communication. They should at least send an email as proof that they have received a documents. It is important that the process is an easy as possible for clients. So ask all necessary questions on the first call. First contact resolution is the goal and is what they should strive for.