Feedback regarding my claim

With reference to the telephone conversation which we had last week Friday with regard to the follow up with my claim which was submitted on my behalf by Top Line Motors. During the conversation you said you’ve requested Top Line Motors to submit the fully filled covering letter and the service book or record for 110 000km, then I told you that what you are requesting has been sent to you as I was looking at the email.

I told you that the car service intervals are stipulated in the service book the one for 110 000km you are not going to find it in the service book because they are 84 000km; 96 000km; 108 000km then 120 000km and so on. After arguing with that for a long time you father told me that the actual servicing of the car was before or after the written kilometers in the book whereby I told that when you book for service for the car you are given a date at times it would in three weeks’ time and I would inform the dealer of the kilometers I am at that particular point then they would not have a problem or would penalize me for the extra kilometers I’ve traveled. You further arrogantly said that I must write an email explaining as to what happened with the 110 000 km service record as this claim is going to be rejected.

I was very surprised and shocked when you harshly told me this and I further explained to you that when the agent called me and I agreed to take the insurance this was not explained to me and I further requested for the voice record as you say that your calls are recorded. I also explained that your agent told me that the contract was going to be emailed and posted to me but had never happened up until I googled to get your contact details and called to request my contract documents so that I could be able to submit my claim as you can see from the attachments that I only received them on the 13th of September 2017. In the voice record you would hear me requesting your contact details and the procedure for making a claim whereby he said everything is in the contract documents which I never received. I was not told or explained the issue of servicing the car on the stipulated or on the exact kilometers it is a new thing to me.

I am very disturbed and heartbroken with the way you treat your clients as everything is fine and well when you deduct the premiums yet at the end of the day when the client submits a claim you come up with all sorts of excuses. I really have a problem with this attitude or tendency of yours because I had an insurance with ABSA Idirect and the processes of claiming were the same and I submitted the same service book or record but they never gave me this kind of a rejection or attitude they paid for all my claims without any exchange of words or turning back from their word. This is the first time of my life that I have to come in or intervene and write to the insurance with regards to my claim.

If you can see the service book or record, I bought that car form Ronnie’s Motors and I served it with them even after the car was out of warranty, so is that not evidence enough to show you that my car was taken good car off. If I only knew you are the insurance which does not keep its word I would’ve taken this cover from you and left my good insurance of years.

Am hoping to get a speedily favorable response as I cannot afford not to have a vehicle for a long time or a courtesy car whilst you are busy sorting out your internal issues.

I would like to know what is going on?

Mvano Galela **********