Claims Complaint

On 19 July 2018 my house was broken into, on 23 July I called in a claim for the items ****** namely:

• Television • Cellphone • Xbox • X7 Xbox games(x2 controllers) • External Hard-drive

Fast forward to the week of August, when my patience was tested and King Price started making excuses.

6 August: I called King Price I was advised that they are waiting on 1 supplier to give them a quote. 7 August: I called again and I spoke to the manager (claim consultant Caroline Sharp was off sick) and he advised that he will investigate and they are waiting on 1 supplier. He then asked me for the report from the armed response, that’s when I told him we are not linked to armed response but we have an alarm. He then said he will call me on 8 August 2018. 8 August: I called King Price at 11:25am and spoke to Caroline, she said that according to policy the alarm must be connected to armed response. I told her that our policy was never included armed response, we have an alarm though. She need IT to get the voice recording to verify what I am saying and then I expressed my dissatisfaction in no uncertain terms and demanded to speak to a Manager. The manager said the same thing about the policy and the voice recording they need to get. I expressed by dissatisfaction once again and he said Caroline is very busy and have other clients to deal with. He said he can do the policy now and decline it if I’m not prepared to wait (rude attitude). He advised he will have the voice recording by Friday which I agreed to.

I have my policy wording in front of me as I’m writing this complaint and it clearly indicates that I have an alarm but no armed response. I don’t understand why I get threatened with my claim being declined because you did not do your work meticulously. Neither do I understand how me wanting to resolve a claim with my claims consultant is far less important than every other client Caroline has. TFG?

King Price it has become apparent you don’t care about how you treat your clients, how you speak to you client and your claims process is significantly flawed because 2 weeks after a claim you challenge a claim with assumption, attitude and misjudgment.

This matter will be taken further.

My Request: • I want a copy of the voice recording of my initial policy taken • I want a copy of the voice recording for a claim not processed in 2017 – garden tools ****** • I want a copy of the call between myself and the manager on 8 August