Horrible experience with Integriisure

I had a fridge repair with Integrity insurance and from the start of the repair I had to deal with various problems.

21.05.2021 Policy ISO 244274/21 Claim ISO 049013 Dear Sir/Madam From Subject Received Size Categories Herman Nagel RE: EXTERNAL FW: IS***CLM - FRIDGE CLAIM 11:55 AM 66 KB REPAIRS TO FRIDGE With reference to the above I wish to raise my concerns with the service I have received from City Tv East London - *** Musa Master Care *** Nico Integrisure 011 91 2005 Brucelynn & Thelma Please note that I call Integrisure on 04.05.2021 enquire about Repairs on the above mentioned policy. I was informed that the policy have repair cover. I then lodge a repair claim for my fridge. On 06.05.2021 I was contacted by m 0I was contact by Musa from City Tv East London to make arrangements to collect the fridge. We arrange that he can collect the unit on 12.05.2021. As arrange it was done. As I am the end user that is inconvenience without a fridge I had to make several telephone calls to solve the matter. On 20.05.2021 at 11H06 Musa from City TV call me and said that the repairs have been uplifted. I ask him to explain uplifted to me in simple English. He said that the fridge is worthwhile to repair. I called Brucelyn and she explain to me that it is not the case. I keep on asking her why will Musa (not known to me call me and explain it to me.) She offered to make a conference call involved me, herself , Musa and Nico (this is the 1st time that I heared about Nico). The conference call from her side never happen till now. I was told that I must consent to a repair claim for settlement. During the process I clearly ask her that I cannot do that seeing that I only have her side of the repair telephonical and no quote for this matter. She now telling me that this is what Integrisure will do and nothing and that she had the quote for repairs from Nico. I did not have any choice because I am without a fridge as from 12.05.2021. I was not happy with her but have no choice and complete the claim. I called Nico and explain my views. He made a conference call involving Myself, Nico and Musa. During the call Musa agree that it is the case and that he did call me and told me that the fridge will be replace. I ask Nico to please send me his banking details and a copy of the repair quote with his banking detail. Attached find a copy there off. ISO 24472 On the invoice clearly stand DEFY FRIDGE NOT COOLING. At this stage I was under the impression that I send my fridge for repairs for Unit freezing in the right side corner. I email and ask him to explain the process to me. In due course I called him and he said that he had a conversation with Musa regarding what Musa told me. He is changing his 1st Invoice to Unit not freezing in the right side corner. He clearly indicate that both incidence was a mistake and apologized. My views regarding the matter is: Brucelynn did not give me a fair chance to express my concerns regarding the mistake from Musa and Nico’s side. Instead she wanted to finalize the claim. Musa: Why will he make such a mistake and call me with such an important issue. (Remember I am sitting without a fridge). Why will Nico call Musa after the conference call and deal with him and told him that he was not supposed to call me. ( what is the secrecy matter) Why will Nico change his 1st invoice DEFY FRIDGE NOT COOLING – UNIT FREEZING IN THE CORNER. I am concerned if my actual complaint was dealing with correctly. Why was 2 mistakes make. I all 3 concerns raise my inconvenience was not considered. As we are dealing with professionals that change their statement so much the trust that I have in the people concern are nil. Please do not pay out repair claim as I don’t know what has been done with my fridge. Attached find invoices for Nico from Master Care.

Regards Marelda Ruiters *** ***.

From: Nico Oosthuizen <***> Sent: 25 May 2021 03:09 To: Herman Nagel <***> Cc: Brucelynn Brink <***>; Cynthia Khumalo <***>; Karen Oosthuizen <***> Subject: RE: EXTERNAL RE: IS***CLM - CLIENT : RUITERS - Defy Fridge CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe. Hi Herman, I spoke to City TV the unit can only be delivered back tomorrow we did let them know a bit late today and customer is only available after work hours today which is not possible from their side. I asked City Tv to give her a call again and arrange delivery for tomorrow. Kind Regards, Nico Hi Ms Ruiters. I have gotten hold of Nico now from MasterCare and he confirmed that the authorization has been send to Musa and they will still make sure that the fridge is delivered today. Please see my feedback on your concerns; 1. I still do not agree with the damage report from the repairer. They clearly stated that the Unit was not working. (Which was not the case) – I agree with you on this point, that if it was collected in a working order, why would they report that the fridge is not working. I unfortunate can not answer on this point and will direct this concern to Nico to answer on this. 2. The cash settlement was a suggestion to finalize the matter and it was from your side. – The non-motor claims manager made this call to settle you cash, she is unfortunately off ill and I am standing in for her, however I am of the opinion that it is much faster to get the payment through to the supplier directly other than to inconvenience a client to sort out payments to suppliers appointed by us. 3. As every document, invoice, conversation changed from City Tv, Master Care and now from you as well. – Please note that I have discussed this with Nico at MasterCare, the original instruction came to them from Europ Assistance as it was a Home assist case, this case had to be closed as the damage to the fridge is a claim and not a home assistance call. Therefor the matter was referred from Europ Assistance into our space and the claim was registered. Unfortunately MasterCare cant proceed under the Europ Assistance call and had to close the call, by reporting NO Repair or Not repairable. The insurance case was then opened to proceed with the repair. I am of the opinion that this is where the confusion came in as Musa informed you that there is no repair, this is on the Europ Assitance case and not the IntegriSure case. 4. Brucelynn’s manner that she want to do settlement – Please advise if I have not answered this point under point 2. 5. The explanation to Musa’s clear telephone call to me is overlooked – Please refer to my answer on point 3 above. The confusion was caused by 2 cases logged, the first from Europ Assistance and the second from IntegriSure. 6. Your changes of settlement regarding the payment to repairer. (Please note that this was also from Brucelynn and Nico) – I have believe that I have answered the above in point 2. We could still pay you directly, however this will delay in delivering the fridge to you, therefor we will proceed as per our current stance for you to receive the fridge back today Please advise if any of the points raised or answers is not to your satisfaction. Regards, Herman Nagel Manager: Motor Claims

Tel: *** Cell: *** www.integrisure.co.za Dear Mr. Nagel.

I still do not agree with the damage report from the repairer. They clearly stated that the Unit was not working. (Which was not the case)

The cash settlement was a suggestion to finalize the matter and it was from your side.

As every document, invoice, conversation changed from City Tv, Master Care and now from you as well.

As discussed with you this morning the situation change very time.

Brucelynn’s manner that she want to do settlement.

The explanation to Musa’s clear telephone call to me is overlooked.

Nico Oosthuizens different Invoices send to me.

Your changes of settlement regarding the payment to repairer. (Please note that this was also from Brucelynn and Nico)

No your correspondence do not answer my questions.

Regards Marelda Ruiters

*** - *** Good day Ms Ruiters Please find attached the damage report we received from MasterCare on your fridge. On the report you will note; REASON FOR FAILURE: Electronic damage of compressor board due to power surge REPAIR WORK REQUIRED: Our assessment has determined that the following repair work and\or parts replacements are required: New compressor needs to installed Re-gas TECHNICIAN COMMENTS: The units compressor has been affected by electronic damage due to Power Surge, this is why unit won’t come on. Unit can be repaired If we replace the compressor and re-gas For the supplier to be able to test and ensure that this is the problem on the fridge they had to replace the parts and re-gas the fridge, this was done and according to them the fridge is working perfectly. As per our conversation yesterday I could not establish if the fridge was now in a working order therefor I suggested a replacement, however this morning I called the supplier and they confirmed that all is in order with the fridge and they are ready to deliver the fridge if they receive our paper work today. As requested, please test the fridge for 2 or 3 days and advise if everything is in order. Please accept my apologies for the delay in this matter and I trust that all will be in order going forward. Please let me know if there is anything else you need. Thank you as well for your patience. Regards, Herman Nagel Manager: Motor Claims

Tel: *** Cell: *** www.integrisure.co.za