Bad customer service.

v This is my 2nd post in the past week. My previous post was on the 11 July 2022. Following on from my previous post, I received a call from a gentleman by the name of Tim from their complaints department gave me a call to chat about my issues I had. I also received a call from Tracey (Claims consultant) who assisted me. They both called me on Monday 11th July. She apologised and wasn't sure as to why the payment due to me was not made a week ago as both myself and King Price bank with FNB. She said it could have been a possible glitch. She advised that payment would be made the next day. On Tuesday the 12th July, I received the payment however they short paid me!! I called to speak to Tracey however she was unavailable and I left a message for her to return my call which she did not. Later in the day I received a call from Carmen Stellenberg and explained the situation to her whereby she confirmed that they indeed made a mistake on their side by paying me the incorrect amount. She proceeded to make the necessary arrangements to have the difference paid to me. I had a macbook claim pending as well and I spoke to her about this problem as well. I submitted this claim vai the app on Thursday 7th July and the claim was registered on Friday 8th July. I advised the man i spoke to that I had the item assessed and the damage report was in my possession. He advised that I can to send it to the claims department to review. I had not heard back from anyone. When chatting to Carmen, she said she would check and let me know if the report is there or if I must resend to her.I received an sms from Carmen the same day at 12h46 to send the report to her direct email address. At 12h50 I received an sms stating that they are busy sorting out my claim so I thought it was received on their side and all in order. On Thursday 14th at 10h46 I received another sms to say that they are busy sorting out my claim. At 12h40 I received an email from Celeste Ryan requesting the damage report as they have not yet received it. I responded by informinig Celeste that the report was sent through to the claims dept and Carmen already and that I have been receiving sms's confirming that they were busy with my claim which was a lie. How could they process my claim without the damage report. At 13h48 I sent her copies of both emails sent to the claims dept and Carmen. At 15h18, I received a call from Celeste advising that my claim was approved and that they would be providing me with an istore voucher or a claims card. I was very confused as I had not idea that these options even existed. I told her that I would chat to my husband and will advise her soonest. She also advised that I was under insured which confused me as well. When I spoke to Tim he told me that I had to relook at the cost of the items I had insured as portal possessions because the value of items decrease. If we under insure it's and issue and if we over insure then that's also a problem. I emailed Celeste at 16h21 to advise that we would take the claims card.

Hi Celeste
Hope you well.
Thank you for the call earlier today.
We would like the claims card. In the event that we purchase a laptop that costs less than the R16500. What happens then? Can the balance we used to purchase other items at the store?
Hope to hear from you soon
Thank you and kind regards
Cherlyn

Up until today, I am still waiting for feedback to this email. I emailed her on Friday 15th July at 09h03 and again at 10h55 and STILL NO RESPONSE. She was however quick to respond to my other emails when I was cross questioning her about the claims card vs being paid out the cash amount. She screenshot the claims section of the policy doc because apparently their rules have changed. No where does it state anything about a voucher or claims card. She says my claim falls under the supplier of their choice. Their T & C's should be clearer because is only states we will pay CASH, REPAIR OR REPLACE. They are being audited because the claim is for an amount of R17000. No feedback to my questions and no confirmation from her side neither that she has processed the claims card and that it will be couried to me with an indication as to when I can expect the card. My son starts school on Tuesday and has no laptop to use at school. This is just another reason for me to start looking for insurance at a competitor of theirs. They were not able to relook at my premium increase I raised with them neither. I was told that i can't be decreased. Not feeling like a ROYAL customer at ALL. The service received from their claims department is not great at all. Tracey and Carmen was helpful in the beginning but then they also just faded away....