Stranded on roadside even with comprehensive insurance

It’s been a horrible day and it continues.

At around 06h45 this morning, I was involved in an accident. My car did not seem roadworthy so I decided to contact my insurer to send out a tow truck. After checking that the driver of the other vehicle was okay, the relevant details were exchanged, my fiancé had arrived on the scene (and somehow a tow truck whose services I declined because I was confident that my insurance provider was going to come through) and the initial distress had worn off, the first call was made at 07h28 to ***where I spoke to Kwena Sepoa regarding sending out a tow truck. She was apologetic towards my accident and checked to see if I was okay which I appreciated, however, I was appalled at the fact that I had to call back at 08h00 to find out if a tow truck could be sent to me. For some reason, she could not pick up my details on the system and said that she will call back. So if the accident happened at 03h00 and I was stuck somewhere, I would have to wait for 5 hours to see if I am on the system? Nevertheless, I waited.

Half an hour later and realising that I had been forgotten, I decided to call back and spoke to another consultant (I forget her name) who said that she sees I spoke to her colleague and she will also follow-up with the relevant department to see if I am on the system. Clearly not learning my lesson, I believed and I waited for her call. Nothing.

I then called the same number and my frustration was now mounting. I spoke to a competent consultant by the name of Nompumelelo who contacted the relevant department while I was holding to confirm that I have a policy with Hollard. She put me through to Benedict who said that he says that I have a policy with Liquid Capital but unfortunately I do not qualify for roadside assistance after an accident but rather for a mechanical breakdown. This is absolute nonsense!!!! I explained that my insurer is Hollard and the intermediary is Liquid Capital. I’ve been paying my premium every month and even have confirmation of a policy schedule that states that I have comprehensive vehicle insurance and a tow truck is available for such requests. Benedict said that the matter was out of his hands and he then got someone by the name of Thembi to give me call. She confirmed the same thing telling me that I do not have a policy with Hollard. I could not speak to her properly as I was at the police station and asked that she called me back in 15 minutes – it’s now been 4 hours and nothing!!!

During this time, Kwena calls back saying she can see that I am insured with Motor Happy (who the heck is that?) and that she spoke to her team leader, Walter Stevens, who mentioned that they will help me by sending out a tow truck but on a cash-only basis. Why the hell am I paying a monthly premium for COMPREHENSIVE INSURANCE if I have to pay for a tow truck on demand???? Had my fiancé not been around, I would have been completely stranded and would have feared for my life. We are all aware of the increased gender-based violence taking place in South Africa and in such times, the last thing I needed was to feel as paranoid as I did. After standing on the roadside for close to three horrific hours (thankfully I was not in a ***** part of Johannesburg), I had to drive my car home because my insurer failed me.

Upon getting home, I contacted *** and spoke to Anneline who confirmed that I have a policy with Hollard and she will email me the required proof so that I can go ahead and lay my claim. That didn’t happen so I called back and spoke to Masechaba who said the same thing. Not wanting to experience what I did with Anneline, I asked her to confirm my email address just to ensure that it is correct and I will receive the documents. She confirmed that my details were correct yet I’m still waiting - that was over 2 hours ago.

I need this resolved ASAP. Send me proof of my policy so that I can follow the next steps.