Poor Claims Handling and Service Experience

I am extremely disappointed by how difficult and distressing it has been to resolve my insurance claim with your company. What should have been a straightforward process turned into a nightmare and a truly traumatic experience.

This entire ordeal has been mentally, emotionally, and financially exhausting. I have been without my vehicle for close to two months, relying on Uber while still paying for both my car and insurance. This is unacceptable.

The service I received from my claims consultant, Phumla Ndlovu, was deeply unsatisfactory. There was a clear lack of communication, inconsistency, and honesty throughout the process. I was repeatedly misled and left without proper updates. Despite my requests to speak to a Team Leader, I was never contacted. Instead, I was assured verbally that the matter would be handled and that an apology would be issued — neither of which happened.

Rather than receiving proper engagement, I was flooded with emails, which did not address my concerns adequately. While I acknowledge that the query was eventually resolved, the manner in which it was handled was highly unprofessional. The assessment process itself was poorly explained and lacked transparency, making it feel like a complete joke.

This experience has left me deeply dissatisfied with your service. I would not recommend your company to anyone, and I am already considering moving my insurance elsewhere. The level of service I received is simply not what one expects from an insurance provider, especially during such a stressful time.

I believe serious attention needs to be given to staff training, communication standards, and customer care within your claims department.