DESPICABLE CALL CENTER EXPERIENCE

I called this morning regarding my first ever claim.

An agent by the name of Njabulo (I think) answered at 9.42am and was extremely rude! He didn’t know what he was talking about and basically dismissed my claim saying that my trauma (emergency room) visit will not be covered.

I had to go back and read the policy again, I called back hoping to speak to someone else who knows their work and unfortunately got him again and read the policy to him, he put me on hold and spoke to his supervisor, he came back and said the claim will be paid! He didn't even apologize for his mistake and was extremely arrogant when asked about the process and what I should do as I have never submitted a claim before. He couldn't give me a proper answer, gave me vague and useless answers. In hindsight I should have insisted on speaking to his manager!

Kaelo, who are you employing to answer your phones? You need to throughly train your staff to be empathetic and mindful of how they speak to clients. This person should not be answering calls. Please contact Miway for training as they have the best call center people ever!

This guy's is giving Sanlam Gap cover a bad name and making me consider cancelling my cover.