UNSATISFACTORY AUTOBOYS SERVICE

This morning, I had an unpleasant experience with a partner of Old Mutual while lodging a windscreen claim. The consultant’s tone was far from professional, and when I raised this concern twice, their response was dismissive and nonchalant. At a minimum, when dealing with customers—or simply practicing basic courtesy—it is important to acknowledge a complaint and, if necessary, admit that your tone may have come across poorly, whether intentionally or not. This fosters engagement and reflects good practice, as most of us do not go out of our way to upset anyone. Unfortunately, this principle did not seem to apply in this case. The issue that triggered the harsh tone was the feedback that I presume the lady had my address details which I assumed was possible since I had provided my ID number and believed this information was available on their system. Instead, I was met with a harsh tone response stating that I was speaking to Autoboys, not Old Mutual, and that she did not have my details. I explained that a more accommodating tone would have been appropriate, given that I was unaware of this distinction, but my comment received no acknowledgment. As the call ended, I reiterated my concern about the lack of humane treatment, yet again, it was ignored.

Although I am not certain what her name was but the e-mail that I received from Autoboys states the following details: Policy Number : *** Broker Name : Melissa Macky Broker Email Address : *** Broker Number : *** Business Number : *** Incident Date : 2025/12/07 12:00:00 AM Cause of Loss : Client just saw the windscreen cracked and does no