Excess Dispute: Claim - ***

After an incident on October 21, 2024. I was stranded without a phone and despite this, I was expected to call the assistance line. It was late at night and as a black South African female, we know how unfortunate that position could be. On October 22, 2024, I contacted the upliftment department to move my vehicle, but there were delays, including being told no one was available to help. I then had to locate my vehicle myself with the tracking company’s help and informed my broker. Despite assurances from a representative, the vehicle was not moved. I received the excess auth letter, even after I had questioned the release fees that were included with Hanny, who is handling my claim from my broker (BrokerBuddy). I initially requested that he gets me in contact with his management to discuss the case. I formally wrote a dispute letter to both my broker and my insurer on the 22nd of November and received an auto reply stating I will be contacted in 48 hours. To no surprise, I was not contacted. I spoke to my claim rep on the phone the same day and he had informed me that he was to escalate the matter to his management for a resolution, again, I am still yet to hear from them. I have relentlessly followed up, using the 2nd step to raise a complaint, and trying to get hold of my broker on the phone. The last resort to the escalation seems now to be writing to the ombud's man.

I would never recommend both Hollard nor Buddy Brokers to anyone, especially when they contradict giving a peace of mind when you need it the most. Always on time to run premiums on schedule, while communication is the least of their worries.