Appalling service - Indwe are clearly not on the client's side

We recently had a small claim - after being with Indwe for nearly 20 years. During this entire time we have only had to claim once before. The claims service we received from Indwe can only be described as absolutely appalling. They were abrupt, rude and unhelpful. They kept us waiting for over a month with little communication – despite numerous emails from us requesting the status of our claim. After additional investigation - it appears that Indwe did not submit the claim to the insurer. From what we have heard Santam are apparently empowering certain brokers to handle small ('nuisance') claims directly on their behalf!

Maybe I'm being naïve but how can clients trust a broker if they essentially ‘work’ for the insurer! This begs the question why pay a broker fee if they do not simplify the entire administrative process and help process claims quickly and efficiently?!

We subsequently fired Indwe and moved to Outsurance. The experience we've had from Outsurance in the past month has been exceptional by comparison. They were extremely helpful, fast, friendly and very professional - and made the transfer process simple and painless even though we were transferring all our short term insurance requirements to them.

We strongly suggest that anyone thinking of signing up with Indwe to reconsider their decision - there are far better options out there these days - and you will undoubtedly pay lower premiums and be treated with at least some courtesy and respect. Loyalty should be respected and rewarded not ignored. The bottom line is Indwe quite obviously do not care about their clients welfare - they appear to only care about keeping the insurers happy. This is possibly one of the reasons that Indwe are apparently losing so many clients.