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Eloise G

1 reviews | Active since Apr 2015

23 Mar 2022, 20:07

Fed up customer! Need urgent resolution to claim approved 2 weeks ago

My geyser bursed, I phoned king price on the 10.03.2022 to report the claim. They send someone out to my home within the hour to come and assess the situation. The plumber confirmed that my geyser has to be replaced and sent the quote to the insurance to approve. The claim was approved on the 11.03.2022. The service provider “Johan plumbing” was assigned the job to replace my geyser. After one week the supplier still did not contact me to get my geyser replaced. I had phoned king price numerous times being sent from pillar to post, with no one giving me feedback as to what is happening with my claim? They eventually handed it over to a new service provider that would be able to fix it on the same day. This service provider first wanted to come out to evaluate the damage and make their own quote. Again, nothing came from this. I phoned king price again, just for them to give me the contact number of the service provider so that I can follow up with them directly. This in is the service that I pay for? For the client to find out why their service providers is not delivering.. surely this is the responsibility of my insurance company and to provide feedback to me as the customer not the other way around. Another week has passed and still nothing from king price or the service provider. I phone king price again yesterday, where they said they that they will follow up and will provide me with feedback by the latest close of business today which was at 5pm for them. I am still waiting for them to contact me. I am beyond frustrated with the service that is m receiving, bei g sent from pillar to post with no one being able to assist me in getting the matter resolved. When I ask to speak to a manager then no one is ever available to speak to me. This is completely unacceptable!!! I do not recommend anyone insuring through king price!!!!

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Replies (2)
King Price Insurance
King Price Insurance's reply24 Mar 2022, 13:53
Official
We know your time is important, and that you want to get this wrapped up as soon as possible. We’re very sorry that you’ve had to wait so long, and we’re looking into what’s causing the delay right this second. 
 
We’ll call you shortly to give you a full update on your claim. 
EG
Eloise G's update20 Mar 2023, 12:46
Reviewer Update
I have today again spoken to yet another King Price consultant that promised to get back to me around this claim, and from my past experience over the last year I know this does not happen. I logged a claim with King Price a year ago to replace my burst geyser. We had three different plumbers sent out to get the installation done. The 3rd plumber was sent to do an inspection on the installation as we had so many issues around the geyser installation. The plumber that came to do the inspection brought a few alarming things to my attention.. firstly, the geyser mount is for a flat roof house and not for an A-pitched roof like mine. This needed to be fixed! Secondly, the geyser that was installed is not fixed to my roof.. the geyser was placed on two pine planks that is deteriorating from the weather. This makes the geyser a clicking time bomb as it becomes more unstable after each rain storm. Thirdly, King price was meant to obtain a certificate for my roof before doing the installation of the new geyser as it was bigger than the previous geyser and was required by law for the size of the new geyser. The inspection plumber also reported all of these things to the King Price. When I spoke to Sonja who is a claims manager at King Price, she informed me that they need to send out a engineer to do the inspection on the roof. A year later and I am still trying to get this sorted out as all the promises from King Price fell empty. This is can end up in a catastrophe if this is not fixed, and King Price will be held liable for any damages, injury or worse.

I need someone to contact me urgently to get this resolved, as I cannot wait another week to go by with the situation as is. I am tired of all the empty promises that leads no where and need someone to take action and actually see this through.