Poor Service Experiance

<p>I am a Hollard client since around 2013 when I purchased my new car.</p> <p>All always goes well until you have to claim, now here is a series of factual events.</p> <p> </p> <p>1) My Wife had the accident on Friday 20 January 2017 at about 12:45 in the afternoon, we immediately tried to contact Standard Bank to get assistance. Standard Bank is whom we took the policy out with and Hollard is the insurance. We were trying to get assistance in the form of a tow truck, now the problem I have is that neither Standard Bank nor Hollard could locate us as customers. Menique was stranded next to the R300 – a notorious road for robbing and hi-jacking stranded motorists. I also called SAPS for assistance and they also never pitched. We tried many numbers including Standard Bank . Now After being on hold for 1 Hour 45 Minutes (only the one call - I’ll gladly submit itemised billing for the day) to try and locate our policy and I admit I swore on the line because we were not getting any help, to have the phone put down in my ear.</p> <p>- I ended up getting in my car leaving wife ALONE next to the road, driving to Standard Bank Kuilsriver where I went to the bank and fighting with the staff there for assistance – Finally Garth at the branch assisted me and we then managed to track down my insurance policy with Hollard, after much arguing.</p> <p>- A tow truck was dispatched and arrived at our location on the R300 at roughly 15:50 (three hours for a tow truck in an emergency situation). It was so bad we had ask my wife’s father to come through and she then took her Dad’s car home as we were afraid for her safety.</p> <p>1) Our car was towed by AMM towing, when the car was loaded onto the tow truck the operator actually bent the entire front bumper – I have pictures prior to them towing the car off scene. When I raised my objections about the possible damage to the driver, I was told not to worry – at this point I took my own private pictures of our car. I am yet to see if the bumper was damaged and if it is in fact being repaired</p> <p>2) We called the insurance team on Monday 23rd to have a claim initiated and we were told that it would be sorted out. WE HAVE TO CALL YOU to find out what’s happening as NOTHING was being done. We explained that we are now without transport and also we were politely informed we do not qualify for a courtesy car. We only received the confirmation SMS that our claim was approved this morning (31-01-2017) almost 11 days later – WITHOUT transport.</p> <p>3) When DALS sent us the pictures, the car has had more damages on it than when it left the scene, it has been confirmed that the driver’s side door has been polished out – this is not acceptable – the door was damaged while in the care of Hollard / AMM Towing and now the damage needs to be repaired and not polished out. Please obtain pictures from AAM Towing to confirm that these damages WERE NOT present when the car was towed.</p> <p>4) The driver of the other car (whom caused the collision) has admitted fault and guilt and has said he will pay our excess, we have been told that we are not allowed to take his money to cover the excess and that we should pay it and then claim it back through small claims court – why would this be a fair and valid scenario based on his admission and we would then need to claim back at our own accord and this could then be a lengthy process. I would like to know why he can’t pay the excess after all this????</p> <p> After all this, I sent a claim query via the website for an additional claim through your website portal, as Friday 27 January our geyser connections in the roof burst and flooded out our flat and damaged the ceiling boards – I have had no feedback on the query as yet either but also have no idea on Service Level objectives offered. I did not receive a confirmation mail that my e-mail would be addressed or information followed up upon</p> <p> </p> <p>Today is the 07-02-2017 and I have been dealing with Elizabeth from easy complaints.</p> <p> </p> <p>A) My questions are not answered</p> <p>B) 18 Days without a car is no joke, the turnaround time on claims is not viable</p> <p>C) I have requested a manager to escalate to in ALL correspondence and have not received this.</p> <p>D) I do not want to but am being left with little to no choice but to escalate my complaints to the Ombudsman</p> <p>E) Promises of being contacted are not met</p> <p>F) I understand the technicalities, but I feel as a client I am not getting what I am paying for</p> <p>G) Post intake inspections revealed my car was even more damanged by service providers, compairing pics from the accident scene to picks from the intake inspection – although Hollard is covering these repairs it is even more delays to an already extended period.</p> <p> </p> <p>I will also not mention the fact that the other party has admitted all guilt in his statement and Accident Report and has offered to pay all excesses - yet I have been told I am going to have to pay these and then claim back from him via the insurance.</p> <p> </p> <p>Please let me know who I can escalate to internally, so that there are no misrepresentations of my intensions and frustrations.</p> <p>All I asked for was for Hollard to provide me with a courtesy car due to the extent of the delays on my car and the repairs..... this was denied and I was told that the repair shop would be asked for a courtesy car – in full disclosure I do not have courtesy car added to my insurance but in saying so – 18 days before work is even started on my car is shocking.</p> <p> </p> <p> </p>