WM
William M
1 reviews | Active since Feb 2020
19 Jul 2024, 14:52
Poor claim service.
The claims process is a horrible experience. They are refusing to pay for my claim with no valid reasons each department from the IGD to the complaints department, they are making up their own reasons to not pay out what I am covered for as per their policy documentation. The reasons they stated are have no relations to what I was advised of upon inception of the policy. The worst of all is when I requested for the complaints department`s phone number to do a follow u they gave me ABSA bank`s number and When calling them back I got through to an agent named NEO from the IGD department and while he failed to answer my questions he then followed up by putting me on hold and disconnecting our call.
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Innovation Group's replyOfficial
19 Jul 2024, 15:32Dear William M We acknowledge receipt of your complaint and thank you for taking the time to notify us thereof. Your complaint has been escalated to a member of our Customer Service Team for investigation and we endeavor to provide feedback in a timeous manner. Should we experience any delays during the investigation of your complaint, our Customer Service consultant will keep you adequately informed regarding the progress of your complaint either telephonically or via email. Best RegardsInnovation Group Customer Services Team
Innovation Group's reply19 Jul 2024, 15:32
Official
Dear William M We acknowledge receipt of your complaint and thank you for taking the time to notify us thereof. Your complaint has been escalated to a member of our Customer Service Team for investigation and we endeavor to provide feedback in a timeous manner. Should we experience any delays during the investigation of your complaint, our Customer Service consultant will keep you adequately informed regarding the progress of your complaint either telephonically or via email. Best RegardsInnovation Group Customer Services Team
WM
William M's updateReviewer Update
23 Jul 2024, 10:17To whom it may concern
There is still not progress on my complaint! I was on a conference call with Megan Gamiet from the complaints team and Sell Matsho from the technical team.
Sello argued why they won`t authorize my claim with conclusions he made up to advantage the complaint to their side. After going through the assessors report myself, I found that it has the complete opposite information that Sello was telling me on the phone call. These people will clearly do everything to not take responsibility and do what is right, they even manipulate information.
I have sent another email and still waiting for a phone call response to my matter.
There is still not progress on my complaint! I was on a conference call with Megan Gamiet from the complaints team and Sell Matsho from the technical team.
Sello argued why they won`t authorize my claim with conclusions he made up to advantage the complaint to their side. After going through the assessors report myself, I found that it has the complete opposite information that Sello was telling me on the phone call. These people will clearly do everything to not take responsibility and do what is right, they even manipulate information.
I have sent another email and still waiting for a phone call response to my matter.
WM
William M's update23 Jul 2024, 10:17
Reviewer Update
To whom it may concern
There is still not progress on my complaint! I was on a conference call with Megan Gamiet from the complaints team and Sell Matsho from the technical team.
Sello argued why they won`t authorize my claim with conclusions he made up to advantage the complaint to their side. After going through the assessors report myself, I found that it has the complete opposite information that Sello was telling me on the phone call. These people will clearly do everything to not take responsibility and do what is right, they even manipulate information.
I have sent another email and still waiting for a phone call response to my matter.
There is still not progress on my complaint! I was on a conference call with Megan Gamiet from the complaints team and Sell Matsho from the technical team.
Sello argued why they won`t authorize my claim with conclusions he made up to advantage the complaint to their side. After going through the assessors report myself, I found that it has the complete opposite information that Sello was telling me on the phone call. These people will clearly do everything to not take responsibility and do what is right, they even manipulate information.
I have sent another email and still waiting for a phone call response to my matter.