Poor business etiquette

I submitted a claim with Telkom insurance, administered by Finrite on May 30 2019. I received an email the next day stating that my claim had been approved and the details to which I should make my excess payment and requirements for it to be finalized. On Monday 3 June 2019 I made the excess payment and submitted all the necessary documentation as required.

After two weeks of silence, I then decided to call and inquire on Thursday 13 June 2019 as to why there had been no feedback, not even an acknowledgment of receiving my documents. The agent I first spoke to, Linah, advised that my phone was not blacklisted even though I had called Telkom on 27 May 2019 to have it blacklisted. I was then put through to Telkom and the agent advised that the request was received but did not go through so he processed it on the same day.

I called back and spoke to Dylan and then the phone cut while we were speaking and he did not call me back which is funny as when the same thing happened while I was speaking to Linah she called me back.

I then called again and spoke to Karabo Lebogo who told me that the device will be delivered on Tuesday or Wednesday and I asked to speak to a manager or someone that can arrange for the delivery to happen tomorrow but she said no manager is available and promised me a call back from one which I am still waiting for till today.

I find this service completely appalling as had I not called in to inquire then nothing would have happened, it had been 9 business days since I sent all my documents and the fact that I had to wait even longer is disappointing to say the least.

I sent an email to complaints and received a response on the same day from Kubeshnie Narainsami who did not even apologize or acknowledge my complaint, instead she cut and paste the same email that Karabo had previously sent to me about the waybill number for the package.

I'm highly disappointed in the way my complaint was handled and will be looking for insurance from another provider as this service was appalling, from the administration of my claim, right down to the failure to handle my complaint. I hope other people don't make the mistake of taking insurance from Finrite as the service is not worth the money you pay monthly.