XL
X L
1 reviews | Active since Mar 2021
19 Dec 2022, 11:15
Poor client experience and arrogant stuff!! 🚮
Your Claims administrator Chantal, she's arrogant I claimed for a courtesy vehicle on Wednesday 14th Dec and followed the process I was told to follow. I went to OR Tambo to fetch a vehicle only to learn it's booked for a different date and got told if want the car I have to pay a deposit of R9200 which is not on my contract and the class - E vehicle I have a contract for is not what was booked for me, she tells me I can't drive the courtesy car out of my province which is also not my contract. she cancels my claim and request I start the booking all over after 6 days of trying to get a courtesy vehicle. why should I pay for this service if I can't get what I am paying for, what nonsense is this!!!
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Replies (3)
InsureAfrica Underwriting Managers (Pty) Ltd's replyOfficial
19 Dec 2022, 14:20Good day Sir, we are currently dealing with you via email and your query has already been escalated to the Complaints department. As we did state in our communication to you: we are not available over weekends and on public holidays to assist with car hire queries. Your request came in after 5 pm last week Thursday and as such, was deferred to today. Your claim was logged on Wednesday but, as per the Plan wording, we needed confirmation from your repairing dealer regarding the amount of days your repair would take. You were also requested to put a hold deposit (refundable) on your credit card as you wanted to drive the vehicle to the Eastern Cape. This deposit was to cover additional costs that could be incurred (i.e., toll fees, fines, collision damage etc.) which is a requirement of the Car Hire company. Your repairing dealer has confirmed that your vehicle will be repaired by Wednesday, which is why, the authorisation of 6 days was duly amended. I will close our file on this matter on this platform and we will continue our communication with you via email. Thank you, InsureAfrica
InsureAfrica Underwriting Managers (Pty) Ltd's reply19 Dec 2022, 14:20
Official
Good day Sir, we are currently dealing with you via email and your query has already been escalated to the Complaints department. As we did state in our communication to you: we are not available over weekends and on public holidays to assist with car hire queries. Your request came in after 5 pm last week Thursday and as such, was deferred to today. Your claim was logged on Wednesday but, as per the Plan wording, we needed confirmation from your repairing dealer regarding the amount of days your repair would take. You were also requested to put a hold deposit (refundable) on your credit card as you wanted to drive the vehicle to the Eastern Cape. This deposit was to cover additional costs that could be incurred (i.e., toll fees, fines, collision damage etc.) which is a requirement of the Car Hire company. Your repairing dealer has confirmed that your vehicle will be repaired by Wednesday, which is why, the authorisation of 6 days was duly amended. I will close our file on this matter on this platform and we will continue our communication with you via email. Thank you, InsureAfrica
XL
X L's updateReviewer Update
19 Dec 2022, 14:49No you are lying again, Avis didn't know anything about me going to eastern cape this is a conversation I had your consultants. The way this booking was done it required me to pay a deposit not because I was going to eastern cape, that's what Avis consultants confirmed. 2. I am aware I was supposed to give my credit card details which I am aware of this is part of my contract, but I am not supposed to pay a deposit according to my contract. 3. On Wednesday I spoke to your consultant who confirm you will communicate with my dealership on Thursday, this did happen and that is the reason we ended up finalizing my booking after 17:00. You people did not call Nishen back on Thursday after He told you to call the following day. When I called on Thursday you were already telling me you can't authorize my claim without giving me any reason. And stop trying to bully me to agree to your unfounded claims, Now you have reduced the number of days I can get the car from 6 to 3 without giving me any explanation you just want me to agree. I asked you where does your contract say I can't drive out of the province, you are not answering any of my questions with facts and a correct sequence of events you just want to bully me to agree. I paid/pay for this service it's not for free so stop talking to me like you're doing me a favor by giving me a courtesy car. There is nothing you have done or said to correct this in your emails, you're only justifying your actions as though don't have a contract MXM!!!
XL
X L's update19 Dec 2022, 14:49
Reviewer Update
No you are lying again, Avis didn't know anything about me going to eastern cape this is a conversation I had your consultants. The way this booking was done it required me to pay a deposit not because I was going to eastern cape, that's what Avis consultants confirmed. 2. I am aware I was supposed to give my credit card details which I am aware of this is part of my contract, but I am not supposed to pay a deposit according to my contract. 3. On Wednesday I spoke to your consultant who confirm you will communicate with my dealership on Thursday, this did happen and that is the reason we ended up finalizing my booking after 17:00. You people did not call Nishen back on Thursday after He told you to call the following day. When I called on Thursday you were already telling me you can't authorize my claim without giving me any reason. And stop trying to bully me to agree to your unfounded claims, Now you have reduced the number of days I can get the car from 6 to 3 without giving me any explanation you just want me to agree. I asked you where does your contract say I can't drive out of the province, you are not answering any of my questions with facts and a correct sequence of events you just want to bully me to agree. I paid/pay for this service it's not for free so stop talking to me like you're doing me a favor by giving me a courtesy car. There is nothing you have done or said to correct this in your emails, you're only justifying your actions as though don't have a contract MXM!!!
XL
X L's updateReviewer Update
19 Dec 2022, 15:04Listen to my calls between myself and the first4u consultants, from Wednesday until Sunday before you can make these unfounded claims you are making. I am getting a sense you have been giving me run arounds deliberately so that you will shorten the number of day I have your courtesy car, you are not even addressing the issue of the days that I didn't have a car while you have been sorting your mess. I will use any platform I want to complain since you guys don't want to call me and make me understand what I don't understand about my claim, you don't even want to hear myside of the story since you don't want to listen to my calls and get facts. 🚮 your service is pathetic
XL
X L's update19 Dec 2022, 15:04
Reviewer Update
Listen to my calls between myself and the first4u consultants, from Wednesday until Sunday before you can make these unfounded claims you are making. I am getting a sense you have been giving me run arounds deliberately so that you will shorten the number of day I have your courtesy car, you are not even addressing the issue of the days that I didn't have a car while you have been sorting your mess. I will use any platform I want to complain since you guys don't want to call me and make me understand what I don't understand about my claim, you don't even want to hear myside of the story since you don't want to listen to my calls and get facts. 🚮 your service is pathetic