Shocking treatment of a loyal client.

To Whom It May Concern,

Let me start of by saying that I wasn’t at all surprised when I saw your overall rating is a mere 4.5 out of 10. I wouldn’t even give you a 4.5 to be honest.

My parents have been with your insurance company for more that 20 years, but over the last few years, the service deteriorated drastically. With the last claim being the deciding factor to move to a more reputable company. The policy holder is TJ van den Heever.

I live in my parents house and on Thursday the 7th of October 2021, we had a terrible storm in Vaalpark. The wind was so strong that our front wall came down. As you would know, living in South Africa, we build walls to protect our families, so this immediately posed a risk. First thing Friday morning, my mother logged the claim with your company. First of all, they gave us one option of an assessor and contractor to use, which is actually where the frustration started. We had to contact Isabel, who wasn’t at all in a hurry to assist. On top of that, she had a very irritated way of dealing with the situation, but none the less, agreed to try to come out on Saturday morning. She immediately told us over the phone that they do not actually do building work. So I was wondering why the insurance would then refer us to somebody that doesn’t know much about rebuilding a wall. Then Isabel and her husband arrived. An even bigger concern is that it seems like she is the assessor and her husband the contractor. That seems like a conflict of interest?! She took the necessary photos and when asked by when they will be able to submit the quotation, she rep****, maybe by Tuesday. Keeping in mind, our yard and our security is exposed.

Today, marks the 13th day and this morning when my mother phoned, she was told that the claim is still being processed. I sense a serious lack of urgency from a company who you have been paying over 20 years to have peace of mind.

I have decided to post this complaint as I need people to see the level of service they can expect from your company.

I am not holding my breath that anybody will even respond to this complaint, but be sure that I will make sure all our friends and family knows about the service we received.

Regards, Elizna Schulz ***