Bad claim treatment (CKP***/1)

On the 23rd November 2017, my household electronic equipment was hit by lightning and I suffered a loss.

On the 24th November 2017, I notified king price of my claim.

On the evening of the 24th November 2017 Skymarks (King Price's supplier/Electrician), my damaged goods were collected. My brand new tv which was put into the back of an open Bantam Bakkie (Very Unprofessional logistics).

On Monday I received no communication from King Price until I contacted them directly, I was notified that my TV and dvd player will be repaired and the other items replaced.

I had no problem with the Dvd player being repaired as it is an older device my only concern is that my 1-month-old TV would lose its warranty if repaired by an unauthorized dealer.

I had to go through some complaining to get them to agree with which was very irritating on my side.

Eventually, King Price agreed to repair the Tv at an accredited LG repairer and my claim was authorized on the 28th November 2017.

I have thus now received all my replaced items however I am still waiting for my repaired goods.

It is the 12th Decemebr 2017 and I have been without my Television, no follow-up was made with me since I sent a complaint yesterday 11th December 2017 .

King Price feel that they have no right to be blamed for the delay as this delay is on the suppliers Skymark/LG repairer. I was told that there is a large possibility that I will only receive my TV next year.

EMAIL TO CLAIMS MANAGER "Hi Shaldon

I trust you are well.

Thank you for the email.

Please, will you come back to me ASAP with regards to this to the timeline? If I cannot receive my TV this year I would certainly like my claim to be re-evaluated. Would you please be kind enough to provide me with your senior's details to assist me with this recourse. I currently work in the insurance industry and have consulted with many and they have all noted that I'm not being treated fairly. it should not be an excuse that King Price is not the delay and LG is. King Price should practice TCF principles and not only look at the financial benefits for them.

Kind Regards. "

EMAIL RESPONSE FROM CLAIMS MANAGER:

"Gooday Sir, We have called LG and we are awaiting feedback from them, I was advised that we should have final feedback tomorrow with regards to a timeline. It was not an excuse or to blame someone, Namely ‘LG’ for the delay, but the truth it that LG is repairing the TV on behalf of Skymarks and there is a part that is outstanding (as per what I was told earlier on today). In terms of being treated fairly, please note your claim was captured on 24/11/2017 (Friday) and was approved on 28/11/2017 (Tuesday) and the authorisation was sent immediately to Skymarks. The cost to have the TV set repaired is R3999 and the item is extremely repairable (even confirmed by LG). To replace the item will cost between R12000 to R15000 and if you’re in the insurance industry You will also understand the above (Repairs VS replacement). The service provider was also very kind enough to even go out their way to loan you a TV set whilst your TV is in for repairs, so you and the family can continue watching TV. You did tell me that you’re not happy With the size and it’s a Phillips or Hisence brand ….. but it’s just a loan TV to get you by. I have discussed your query with my Operations Manager and further feedback to follow tomorrow. Thank you"

EMAIL RESPONSE FROM ME TO CLAIMS MANAGER

"Hi.

Thank you for the feedback Shaldon.

Treating customers fairly is not limited to the status of the claim. Yes the claim was authorised timeously, some of what was only to due my constant follow-ups. Please see attached Treating customers fairly legislation (Refer to principle 5) for your perusal. Please note that the entire service of the claim is important including decisions made before authorisation.

The root cause of the decision to repair vs replace lies with King Price and not Skymark or Lg. They should not even be mentioned here in this discussion as I am referring to the decision made by King Price. You currently are aware of the issue where my tv was going to be repaired by an unauthorized repairer and only due to my enquiry was my claim examined further. It was of King Price at this point to find out the timeline with regards to parts and the repair of my tv, of which at this point the timeline should of communicated to me (Refer to principle 3).

If it was found at the time that only indemnifying a client 3 weeks later was not in fact treating a customer fairly then a decision by King Price should of been made to replace my TV.

I do understand the principle of repair vs replace and am aware that the tv is economical to be repaired however please note that duration has to be an element to be taken in to consideration when finalising a decision. It is now confirmed that only price has been taken into consideration, of which is only ideal for King Price and not the customer.

Please also note that I will not accept my brand new tv if there is any damage on it due to unprofessional logistics of it.

I do not appreciate that I have to complain to get my way with King Price. I'm not use to dealing with people this way and I feel somewhat force to complain in order to get my point across.

Please be kind enough to supply me with the operations managers details so I can deal with him/her directly.

Kind Regards,

Rakhil"

Today on the 12 December 2017 I received an abrupt call from the Claims Operations Manager notifying me that they will not replace my TV and that the delay is nothing to do with King Price. This banter continued for I eventually got really upset and indicated that no customer should be spoken to in such a tone.

I was told about how cars and cellphones take over 3 months to be repaired (Does not help me much) and that I should wait because others wait? I eventaully had enough and said goodbye becuase I have to time to complain and complain to get good service. If they want

This decision is only in favour for King Price and not me as the customer and therefore I write this review. I will be moving away from King Price and I suggest that everyone who is with them to move to if they want quality claim service.

Kind Regards,

Rakhil