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Tshiamo A

1 reviews | Active since Feb 2020

07 Feb 2020, 10:52

Unprofessional service and delay tactics on claims

I made a claim on the 22nd of January 2020 for my lost cellphone. I followed up the following week on the 30th of January 2020 and finrite claimed that they have been trying to contact me to confirm certain details of which I confirmed on that day. I was told that I should receive feedback within 72 hours regarding the outcome of my claim. Today is the 7th of February and I have not received such feedback. I do not have a cellphone and rely a lot on it to conduct my businesses. What is more frustrating is that today when I tried to contact Finrite on all the contacts on the policy document and website it says the numbers are unavailable. The call centre is the worst I have experienced. You will call for 30 minutes and when you finally get a chance to speak to a consultant they hang up on you. I have sent countless emails and no luck of response. I have no choice but to report the matter to the insurance ombudsman. Can you believe that yesterday I received a statement from telkom and it shows the premium that will be deducted month end and yet the month has started, however these people are not on point when it comes to processing our claims. I will discourage anyone from taking out insurance with finrite, very unprofessional company. How does a company investigate a claim on a cellphone for 3 weeks? shame on you Finrite.

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Replies (2)
Finrite Administrators (no longer in business)
Finrite Administrators (no longer in business)'s reply07 Feb 2020, 13:03
Official
Dear Customer,

Thank you for making us aware of your complaint.  One of our Customer Experience Agents  will make contact with you to assist with your query.

Regards,
Finrite Customer Experience Team 
TA
Tshiamo A's update07 Feb 2020, 16:05
Reviewer Update
Your response looks rather automated, anyway, I never received any feedback, I called and had to spend about an hour on your call center. The lady that I spoke to was very rude, my bad I never got her name. She claimed that I was told about an outstanding Telkom statement that I was supposed to send, when I refused receiving such a call, she claimed that I was shouting at her and muted my call after 20 minutes of waiting on the call center. I eventually hung up. I am about to send the statement now and have been told to wait about 48 hours for the statement to be received and a further 72 hours for an assessment. This is additional to the three (3) weeks I waited, with follow up calls from myself and Finrite never bothering to mention this outstanding Telkom statement. PATHETIC!!!!!!!