Bad service received from King Price Claim Administrator

15 August 2025

To: The Ombudsman for Short-Term Insurance

Subject: Complaint regarding unreasonable handling of claim – Policy No. KP*** Claim Number CKP***/2

Dear Sir/Madam,

I am lodging a formal complaint regarding the manner in which my valid insurance claim has been handled.

On 31 July 2025, I drove on a pavement while avoiding driving on top of the motorbike on the ground from the nearby accident scene, whilst driving on Pretoria Road in Houghton North. I was on my way home in Kempton Park from Rosebank. This incident caused damage to the front of my vehicle, including two tyres. I reported the accident to Norwood Police Station the same evening and also notified my insurer immediately prior to leaving for the police station, as the towing service provider contacted them through his application.

Despite my timely and accurate reporting, the claim process has been unreasonably delayed. Only on the 12th of August 2025, I was asked to submit my bank statements for the period 31 July 2025 to 5 August 2025. The stated reason was to determine whether I had visited or purchased alcohol from any establishment. This request is entirely unrelated to the cause or validity of my claim.

During my interview with the insurer’s representative, I was repeatedly asked, on three occasions, if I consumed alcohol, despite making it clear that I do not drink. The manner of questioning was not only repetitive but also interrogative in tone, rather than professional and respectful toward me as a customer.

I will comply with the request for bank statements to avoid further delay, but I am of the firm view that this claim should have been finalised long ago. The approach taken has caused unnecessary inconvenience and has shifted the focus away from the facts of the incident, which were promptly reported and corroborated by police documentation.

Furthermore, I note that the bank statements requested cover the period after the incident (31 July 2025 to 5 August 2025). This request is illogical in the context of assessing possible impairment at the time of the accident, as any such determination would logically be based on conduct and transactions before or at the time of the incident, not in the days following. This raises concern that the insurer’s request is disproportionate, irrelevant to the merits of my claim, and unnecessarily intrusive.

I received a call from the Assessor around 17:45 stating that the Nissan Navara will be written off due to the high costs of repairing the vehicle compared to writing it off. I also received a report stating the same but I’m not sure what is happening with my claim. Mind you it is the 15th of August 2025.

I respectfully request the Ombudsman’s intervention to ensure my claim is processed and finalised without further unreasonable delays, and to review the conduct and investigative approach taken by the insurer in this matter.

Yours faithfully, Nomthandazo Dorcas Ngwane Contact details: *** Policy Number: KP***