********** service from Regent Hollard Insurance

Email sent to Regent regarding ********** service.

Good Morning.

It's Rukhsanna Moosa ID 70*** **** ** *. J****** L****** you are the only person who has ever come through for me at REGENT insurance whenever I had a query. Recently my premium increased without any telephone call, email, sms. NO-ONE is courteous enough over the phone to assist me. I called Regent and enquired about this, only to find out that Regent has an email address that no longer exists since August 2015!!! This I have rectified every year with Regent since then. Last week as well telephonically! The consultant promised to send me the increase letter to my existing email immediately, but to date NOTHING has been received. If you recall, I asked for client services email which you sent me immediately. Thank you. NO RESPONSE has been received from the client service department as usual.

What really has been the cherry on top with Regent's most disgusting and disappointing service is when I had a mechanical breakdown on Thursday evening, 10th October 2019!

I was driving to Laudium on the R55 and suddenly had no clutch. You can imagine my state of panic with my kids in the car. I managed to get the car just past the KFC out of traffic. I immediately called REGENT ***, at 18h20, for roadside assistance. Since all your calls are recorded, go and listen to it! It was getting dark and cold and seem like a thunderstorm was fast approaching. The consultant (a white guy) cannot recall his name in that panic state, was reassuring that he will help me get a towing service. He asked me if I felt safe and kept calling me to find out if we were okay. He advised me that someone from IEMAS would call me in a minute to arrange the towing service. Yes, from Iemas. She advised me that this towing service is at no cost and that my vehicle will be safe at the towing yard. From there they will take my vehicle to my mechanic at no cost 09h00 the next morning. Reference number 3*****. I TRUSTED THAT MY INSURANCE COMPANY HAD MY SAFETY AND BEST INTEREST AT HEART! WAS I WRONG!

A guy from TG TOW AND ROADSIDE ASSISTANCE, *** / ***, called me to let me know that he is on his way. From his arrival, he was impatient, and unfriendly. He said that he needs to get this car to my house asap. I told the driver that the lady form IEMAS told me otherwise. The driver was arrogant and said I must sort it out he has be on his way. I was stressed, the storm approaching, my kids in the car terrified and it was cold and dark and I had to deal with this obnoxious towing service.

Nonetheless, the lady from Iemas spoke to the driver and he gave me a form to fill in so that he can take the vehicle to the centurion yard .TG TOW & ROADSIDE ASSISTANCE reference 1***. I was relieved and got my brother to fetch me and my children. I assumed the vehicle got to the mechanic. Called him at 13h00 as I am a teacher and cannot use cell phones during class time. To my shock and horror the vehicle was not there!

Once again panicked stricken, I called TG tow. With complete arrogance I was told that they have nothing to do with Regent insurance nor Iemas! I need to pay cash immediately if I wanted my vehicle!!!!

I called Regent whom I trusted, but no one could pick up anything on the system of my call? Suddenly no one could understand what I was saying about the entire incident the night before. I was in utter disbelief! I made endless calls to Regent RE-TELLING my story to each consultant and NO ONE could help me! I called Iemas and they said I must call GLOBAL CHOICES ***.NO ONE could help me! I called endlessly for 2 and 1/2 hours in total panic and disbelief! I started to feel sick at the thought of losing my vehicle and not having the necessary funds. NO ONE AT REGENT CARED!

Eventually, a lady form Iemas called me TULLIE before 15h00 and said she will advise TG tow to drop my vehicle at the mechanic. At around 16h45 my vehicle reached the mechanic.

I AM TOTALLY DISGUSTED AT REGENT AND THE LACK OF EMPATHY AND CARE THE CONSULTANTS SHOWED. I AM CANCELLING MY INSURANCE WITH THEM TODAY, THE LAST DATE OF COVER WITH REGENT WILL BE 31/10/2019.

I truly hope that you, J******* L***** will let this email be directed to the necessary departmental head.

Regards Rukhsanna Moosa 07********

Kindly note that I will be writing all of this on Hello Peter as well.