Worst Short term in the industry!!

I write this with a very heavy heart and disappointment to say the least. My mother was involved in an accident round about a month ago which resulted in her vehicle suffering damages to the tyres, bumper and rim. We logged a claim with Nedbank Insurance (Friday ** August) after holding for * hours in intervals and buying airtime several times to try and get some kind of help and most importantly notify our insurer of the incident. We spoke to about * agents which were: Nokulunga Ndibi, Michelle, Palesa, Jonathan and Nana. We got transferred around different departments until we eventually got assisted by Johnson Malima – who has been comparatively speaking has been excellent with my mother thus far, he logged the claim with my mother. Claim requirements were given and we were told the claim is being “validated”. Notifications via sms were sent advising of the validation of the claim and the awaiting of the assessment report from the panel beater. This was the communication from ** August – To date, until myself and my mother (Client) complained and requested more information and clearer feedback as opposed to “busy with validations” which this was advised by every agent when we called in asking for an update on the claim. Report was received on the **th August (which we had to call AGAIN to get an update) and till today there is no outcome on the claim, instead we were told the very same robotic message “busy with validations”. I called in AGAIN on the **th August and I was then advised by Moreha – (agent) that they have picked up that my mother (client) did not disclose previous incidents. OKAY!! How are you only establishing this ** DAYS LATER INTO THE CLAIM?! I was then told a sales call has been requested (can be retrieved in an hour) and will be listened to then they will advise, which as per Moreha, Johnson and Morena it was the only “validation” to complete then claim will be finalized. I called in on the **th August to get feedback and mind you during the whole claims process my mother has been using taxis to get to work, a ** year old woman who can hardly walk! I was then advised by Morena that Kaizer – senior consultant has received the call and has referred it to the manager, also the call is being transcribed. When I was first advised of calls requested, I also requested the calls and TILL TODAY I HAVE NOT RECEIVED THEM. Later on the afternoon I received a call from my mother distraught and shaken telling me she’s been involved in a taxi and bus accident. My thoughts were “my mom could’ve died, we have insurance which is supposed to be our peace of mind but we are getting no help, no joy and even worse no empathy” At some point my mother requested to speak to a manger and she spoke to Lisandra – which was clod and brief when she my mother expressed her frustrations. My mother has been a client for Nedbank for almost ** years with everything of hers with Nedbank, she recently moved to the Nedbank short term insurance to consolidate her Policies as she’s been a happy well taken care client. But this experience has been heartbreaking and I say that because I witness my mother crying and asking what did I do and how she regrets moving her insurance, “I thought I could trust them and now I do not trust them with my investments”. I personally have never dealt with such appalling and snail speed service. As I conclude this shout for help, we have still not received any feedback for an ACCIDENTAL DAMAGE CLAIM WORTH +- R** ***. I asked myself, what happens if it’s a more traumatic experience like a hijacking or fatal accident/collision?? I would like a resolution to this claim by COB today to my mother and myself.

This review was posted this morning. So an update which literally has defeated me, my mother - client calls the SP - FR auto body to find out where the vehicle is and no one knows, we had to call tracker to track the vehicle- so we told them where the vehicle is. This apparent move was not AUTHORISED by the client, we are then advised the agent from First Assist made a mistake by moving the vehicle.

Till this minute there is no resolution to the claim, again we had to call in to get feedback/ update on a month pending claim.