Appalling Service

One week today, monday 12 February 2018 to be exact, my mother who is a pensioner and a widow, left my house in Durban to go back home to Newcastle at approximately 9h30 in the morning. My mother Mrs Hannon, had a small accident whereby she hit a pavement. My mom came back to me a in an hysterical state as this had never happened to her before. My mother has had vehicle insurance and household insurance with Indwe for about 7 years, with no claims other than a pair of glasses 4 years ago. Ok great mom has insurance, she is covered for accidents GREAT!!! We phoned the Pietermaritzburg office where her policy is kept and what an awful experience. We were passed from pillar to post, spoke to about 8 different people, in claims office and who knows where else all promising to phone back shortly........ not one of those people phoned back. I eventually demanded to speak to the Manager Chantal who eventually sent us a claim form to complete at about 14h57 - bear in mind the accident happened in the morning. Chantal told my mother to get one quote, which we did. We sent the quote and the completed claim for on Thursday at 10h42, begging them to please authorise the claim asap as my mom needed to get back home. Now the claim is for R3000+ not R30 000..... We were told that if it was a small amount it would be authorised immediately or else the assessor would have to come out and inspect the vehicle. I even sent photos. well after many phone calls from my mothers side.... her air time being used, we are now sitting at 14h47 Monday 19 February 2018, with still no authorisation, no communication. My mother phoned at about 11h00 today and Hazel told my mom that the lady doing the claims works from home and is waiting for the manager to sign off. I sent an e-mail right after that to Chantal the branch manager and cc'd the 2 other staff members and not one person has bothered to phone, acknowledge or reply to my e-mail... Guys if this is how you deal with clients and their claims I am very surprised that you still have business. I worked in the Finance and Insurance industry for many years, dealing with a variety of companies and never ever did I ever come across such non committal service. - Oh and I left a message for Julie Anne at your Head Office in Johannesburg on Monday last week, she apparently deals with customer complaints..... well we have yet to hear from her...... Indwe you guys need to up your game, there are a lot of brokers out there really interested in keeping and gaining new clients, if this is your work ethics, you guys are in a heap of trouble!!