MM
Masego M
1 reviews | Active since May 2023
25 May 2023, 15:40
Stay away from InsurerAfrica. Please!
Hi Brought in my 2020 Hyundai Atos at Hyundai Roodepoort. According to the consultant, he could not pick up InsureAfrica on their system. Secondly, the car did not have an active service plan. Mind you, Insure Africa clearly stated to me, YOU CAN BRING YOUR CAR TO ANY RMI APPROVED OR SINCE YOUR CAR IS A HYUNDAI TO ANY APPROVED HYUNDAI WORKSHOP. I had to call InsureAfrica more then once, so that they send the service authorization number so service can begin.
Service authorization is sent and work starts on the car. Done. Not only send the invoice for work done, Hyundai asks InsureAfrica to please do a immediate payment because as a client I am awaiting, so I can drive off with the car because labor is done. I work. I had to go to work that day Could not. WHY??? InsureAfrica decides a regular payment.
I had to do the calls, whilst they promised me a swift experience when I claim or bring in the car for service. Lost a days work.
ADVICE: When you buy a car at a trusted dealership, do not accept the insurance that is given to you if you decide to take a service plan. Shop around on your own. Visit trusted Insurers and ask questions. Ask as many as possible. Call different accredited dealerships and ask them if Insurer XYZ is trusted by you guys and what is the experience. If 3 different dealerships for example give you bad negative feedback, do not accept that insurer. Also do not purchase cars from MOTORDEAL. I got insure Africa from them. Go to trusted dealerships e.g. McCarthy VW. Hyundai Strijom Park etc.
Aside the above, thank you to Mpumelelo from Claims, for pushing the claim for me.
Helpful (0)
Replies (4)0
Replies (4)
InsureAfrica Underwriting Managers (Pty) Ltd's replyOfficial
25 May 2023, 17:42Good day Sir,
We do apologise that your recent claims experience with us did not meet your expectations.
InsureAfrica ensures that payment is made to your elected Repairer Dealer within 5 - 7 working days which, is way below the Industry norm of 30 days.
Hyundai would have advised you, prior to servicing your vehicle, had you advised them that you had a Service Plan with InsureAfrica, that immediate payment was due at which time you could have called our claims department for assistance. If Hyundai did not do so, this is a matter to be taken up directly with them.
I have investigated your service claim with us. It is noted that your invoice was dated the 25th of May and paid on the very same day despite our turnaround time of 7 - 10 working days. Your statement that you lost a day of work must therefore be regarded with the dismay it deserves. Your claim was logged, invoiced and paid all on the same day, that being the 25th of May 2023.
Regards, InsureAfrica
We do apologise that your recent claims experience with us did not meet your expectations.
InsureAfrica ensures that payment is made to your elected Repairer Dealer within 5 - 7 working days which, is way below the Industry norm of 30 days.
Hyundai would have advised you, prior to servicing your vehicle, had you advised them that you had a Service Plan with InsureAfrica, that immediate payment was due at which time you could have called our claims department for assistance. If Hyundai did not do so, this is a matter to be taken up directly with them.
I have investigated your service claim with us. It is noted that your invoice was dated the 25th of May and paid on the very same day despite our turnaround time of 7 - 10 working days. Your statement that you lost a day of work must therefore be regarded with the dismay it deserves. Your claim was logged, invoiced and paid all on the same day, that being the 25th of May 2023.
Regards, InsureAfrica
InsureAfrica Underwriting Managers (Pty) Ltd's reply25 May 2023, 17:42
Official
Good day Sir,
We do apologise that your recent claims experience with us did not meet your expectations.
InsureAfrica ensures that payment is made to your elected Repairer Dealer within 5 - 7 working days which, is way below the Industry norm of 30 days.
Hyundai would have advised you, prior to servicing your vehicle, had you advised them that you had a Service Plan with InsureAfrica, that immediate payment was due at which time you could have called our claims department for assistance. If Hyundai did not do so, this is a matter to be taken up directly with them.
I have investigated your service claim with us. It is noted that your invoice was dated the 25th of May and paid on the very same day despite our turnaround time of 7 - 10 working days. Your statement that you lost a day of work must therefore be regarded with the dismay it deserves. Your claim was logged, invoiced and paid all on the same day, that being the 25th of May 2023.
Regards, InsureAfrica
We do apologise that your recent claims experience with us did not meet your expectations.
InsureAfrica ensures that payment is made to your elected Repairer Dealer within 5 - 7 working days which, is way below the Industry norm of 30 days.
Hyundai would have advised you, prior to servicing your vehicle, had you advised them that you had a Service Plan with InsureAfrica, that immediate payment was due at which time you could have called our claims department for assistance. If Hyundai did not do so, this is a matter to be taken up directly with them.
I have investigated your service claim with us. It is noted that your invoice was dated the 25th of May and paid on the very same day despite our turnaround time of 7 - 10 working days. Your statement that you lost a day of work must therefore be regarded with the dismay it deserves. Your claim was logged, invoiced and paid all on the same day, that being the 25th of May 2023.
Regards, InsureAfrica
MM
Masego M's updateReviewer Update
26 May 2023, 09:44Good day,
I informed Hyundai that I have a service plan with Insure Africa. What had happen is when I got to, Hyundai, they requested the service book and service plan details of the insurer since I am insured. The service book literally has InsureAfrica all of it. The Hyundai service consultant searched for InsureAfrica on his system so he can register a claim. Does not pick up anything. No InsureAfrica. That's when he calls to ask are you really insured? Which company please call them? I called InsureAfrica. Confirmed I have a service plan. That is when he had to email you requesting the authorization number. On the 1st email and secondary email, you were informed to please make an immediate payment. Obviously when you get the invoice.
You speak of industry standards? What about me? What about the client? What about you guys not make an immediate payment so that I can take my only mode of transportation to go to work?
By the way I contacted Hyundai, payment still does not reflect. What about me??
I informed Hyundai that I have a service plan with Insure Africa. What had happen is when I got to, Hyundai, they requested the service book and service plan details of the insurer since I am insured. The service book literally has InsureAfrica all of it. The Hyundai service consultant searched for InsureAfrica on his system so he can register a claim. Does not pick up anything. No InsureAfrica. That's when he calls to ask are you really insured? Which company please call them? I called InsureAfrica. Confirmed I have a service plan. That is when he had to email you requesting the authorization number. On the 1st email and secondary email, you were informed to please make an immediate payment. Obviously when you get the invoice.
You speak of industry standards? What about me? What about the client? What about you guys not make an immediate payment so that I can take my only mode of transportation to go to work?
By the way I contacted Hyundai, payment still does not reflect. What about me??
MM
Masego M's update26 May 2023, 09:44
Reviewer Update
Good day,
I informed Hyundai that I have a service plan with Insure Africa. What had happen is when I got to, Hyundai, they requested the service book and service plan details of the insurer since I am insured. The service book literally has InsureAfrica all of it. The Hyundai service consultant searched for InsureAfrica on his system so he can register a claim. Does not pick up anything. No InsureAfrica. That's when he calls to ask are you really insured? Which company please call them? I called InsureAfrica. Confirmed I have a service plan. That is when he had to email you requesting the authorization number. On the 1st email and secondary email, you were informed to please make an immediate payment. Obviously when you get the invoice.
You speak of industry standards? What about me? What about the client? What about you guys not make an immediate payment so that I can take my only mode of transportation to go to work?
By the way I contacted Hyundai, payment still does not reflect. What about me??
I informed Hyundai that I have a service plan with Insure Africa. What had happen is when I got to, Hyundai, they requested the service book and service plan details of the insurer since I am insured. The service book literally has InsureAfrica all of it. The Hyundai service consultant searched for InsureAfrica on his system so he can register a claim. Does not pick up anything. No InsureAfrica. That's when he calls to ask are you really insured? Which company please call them? I called InsureAfrica. Confirmed I have a service plan. That is when he had to email you requesting the authorization number. On the 1st email and secondary email, you were informed to please make an immediate payment. Obviously when you get the invoice.
You speak of industry standards? What about me? What about the client? What about you guys not make an immediate payment so that I can take my only mode of transportation to go to work?
By the way I contacted Hyundai, payment still does not reflect. What about me??
InsureAfrica Underwriting Managers (Pty) Ltd's replyOfficial
26 May 2023, 14:34Good day Sir, this is not an insurance product: This is a non-insurance product. The claims process is listed clearly in your service plan wording//
SUBMITTING A REQUEST FOR A SERVICE
•Book your vehicle into a Manufacturer-approved or RMI-approved workshop.
•Inform the Service Advisor that you have an InsureAfrica Service Plan and have your plan number onhand.
•The Service advisor is to contact our claims department on either *** or +27 (0)11 *** for approval prior to commencing work on your vehicle.
We do not have service books. You would have had your Plan number and Plan wording which was provided to you by your Selling Dealer.
I have also made contact now with Thomas Ramalatsw (your service advisor) and Robert Nelson the D.P of Hyundai Roodepoort. Robert confirmed to me that he advised you that as soon as the money reflected in their bank account, they would release your vehicle. You insisted on paying them for the service despite being advised that the Administator had already made payment. At no point did the Repairer insist that you do an instant payment. Robert Nelson has also confirmed to me telephonically that the funds are reflected in their account.
If you follow due process as listed in your Plan wording, your claims experience will be seamless and not cause an inconvenience to you. Please do contact our claims department on *** moving forward so that they can correctly guide you when you have your next service.
Regards, InsureAfrica
SUBMITTING A REQUEST FOR A SERVICE
•Book your vehicle into a Manufacturer-approved or RMI-approved workshop.
•Inform the Service Advisor that you have an InsureAfrica Service Plan and have your plan number onhand.
•The Service advisor is to contact our claims department on either *** or +27 (0)11 *** for approval prior to commencing work on your vehicle.
We do not have service books. You would have had your Plan number and Plan wording which was provided to you by your Selling Dealer.
I have also made contact now with Thomas Ramalatsw (your service advisor) and Robert Nelson the D.P of Hyundai Roodepoort. Robert confirmed to me that he advised you that as soon as the money reflected in their bank account, they would release your vehicle. You insisted on paying them for the service despite being advised that the Administator had already made payment. At no point did the Repairer insist that you do an instant payment. Robert Nelson has also confirmed to me telephonically that the funds are reflected in their account.
If you follow due process as listed in your Plan wording, your claims experience will be seamless and not cause an inconvenience to you. Please do contact our claims department on *** moving forward so that they can correctly guide you when you have your next service.
Regards, InsureAfrica
InsureAfrica Underwriting Managers (Pty) Ltd's reply26 May 2023, 14:34
Official
Good day Sir, this is not an insurance product: This is a non-insurance product. The claims process is listed clearly in your service plan wording//
SUBMITTING A REQUEST FOR A SERVICE
•Book your vehicle into a Manufacturer-approved or RMI-approved workshop.
•Inform the Service Advisor that you have an InsureAfrica Service Plan and have your plan number onhand.
•The Service advisor is to contact our claims department on either *** or +27 (0)11 *** for approval prior to commencing work on your vehicle.
We do not have service books. You would have had your Plan number and Plan wording which was provided to you by your Selling Dealer.
I have also made contact now with Thomas Ramalatsw (your service advisor) and Robert Nelson the D.P of Hyundai Roodepoort. Robert confirmed to me that he advised you that as soon as the money reflected in their bank account, they would release your vehicle. You insisted on paying them for the service despite being advised that the Administator had already made payment. At no point did the Repairer insist that you do an instant payment. Robert Nelson has also confirmed to me telephonically that the funds are reflected in their account.
If you follow due process as listed in your Plan wording, your claims experience will be seamless and not cause an inconvenience to you. Please do contact our claims department on *** moving forward so that they can correctly guide you when you have your next service.
Regards, InsureAfrica
SUBMITTING A REQUEST FOR A SERVICE
•Book your vehicle into a Manufacturer-approved or RMI-approved workshop.
•Inform the Service Advisor that you have an InsureAfrica Service Plan and have your plan number onhand.
•The Service advisor is to contact our claims department on either *** or +27 (0)11 *** for approval prior to commencing work on your vehicle.
We do not have service books. You would have had your Plan number and Plan wording which was provided to you by your Selling Dealer.
I have also made contact now with Thomas Ramalatsw (your service advisor) and Robert Nelson the D.P of Hyundai Roodepoort. Robert confirmed to me that he advised you that as soon as the money reflected in their bank account, they would release your vehicle. You insisted on paying them for the service despite being advised that the Administator had already made payment. At no point did the Repairer insist that you do an instant payment. Robert Nelson has also confirmed to me telephonically that the funds are reflected in their account.
If you follow due process as listed in your Plan wording, your claims experience will be seamless and not cause an inconvenience to you. Please do contact our claims department on *** moving forward so that they can correctly guide you when you have your next service.
Regards, InsureAfrica
InsureAfrica Underwriting Managers (Pty) Ltd's replyOfficial
09 Jun 2023, 18:39Good day Sir,
Your response above is unreasonable and shows an unrealistic expectation of your cover.
We have adequately responded to your complaint. Should you wish to cancel your policy you can contact our customer care department on ***.
Our file on this matter is now closed.
Regards, InsureAfrica
Your response above is unreasonable and shows an unrealistic expectation of your cover.
We have adequately responded to your complaint. Should you wish to cancel your policy you can contact our customer care department on ***.
Our file on this matter is now closed.
Regards, InsureAfrica
InsureAfrica Underwriting Managers (Pty) Ltd's reply09 Jun 2023, 18:39
Official
Good day Sir,
Your response above is unreasonable and shows an unrealistic expectation of your cover.
We have adequately responded to your complaint. Should you wish to cancel your policy you can contact our customer care department on ***.
Our file on this matter is now closed.
Regards, InsureAfrica
Your response above is unreasonable and shows an unrealistic expectation of your cover.
We have adequately responded to your complaint. Should you wish to cancel your policy you can contact our customer care department on ***.
Our file on this matter is now closed.
Regards, InsureAfrica