KINGPRICE INSURANCE - DISGUSTING CUSTOMER SERVICE

Hi Guys,

I have had the most disgusting customer service from King Price Insurance!!!!

Lets begin with how this all began... On the 13/12/2018 at around 7:45am while travelling to work using the M7 a complete "BRIGHT SPARK" traveling in front of us had a mattress and base in a trailer, Mind You it was not tied down nor were there any measures taken to ensure that this mattress and base stayed put..... So our bad luck the base flipped out of the vehicle and landed onto our vehicle.

Bonnet smashed, windscreen shattered and roof smashed. ... So we followed all the right avenues and informed the police and our " Trusty" Insurance KINGPRICE.

Now this is were things start getting interesting..... We let our insurance (KINGPRICE) know that this incident had occurred and we got a case number on the same day, The agent that we spoke to there after offered us the option of getting the windscreen fixed so that we could use the vehicle during the festive season as we did not take the courtesy car option when we signed up. We were then told that the rest of the damages would be sorted out in the New Year. We were not about to take that option as were not going to drive around in a vehicle that had not been assessed by the insurance yet.

14/12/2018 - A tow truck is sent to pick up the vehicle at around noon. The vehicle is then taken a mere road away from our house and is parked there for the entire weekend in the rain, bare in mind the windscreen is shattered so that means the vehicle has been flooded with water. This then brings us to the days leading up to the 03/01/2019 - We received absolutely no correspondence from KINGPRICE , i had called on multiple occasions querying when the assessment would be done and each time i was given the same answer " the assessor would contact you on the day that it is scheduled for" taking into account the festive season, we did give them a break but still called everyday with hopes to receive some good news. NO LUCK AT ALL.

On the 03/01/2019 I called in and was told that the assessor has already done the assessment. We were in shoc****!!!, How was the assessment done when the driver was not present???? How do you the assessor know what damages occurred during this incident when you were not apart of it ????

I was sent the assessment report on the same day 03/01/2019 only to find that the lights that were scratched and cracked was not included in the assessment report nor was an area of the vehicle that was dented mentioned in the assessment report. Upon discovering this i called the assessor only to spend more that half the day on the phone arguing that they would not replace the lights due the fact that the bracket on the one head light had been previously repaired and it was not done accurately and all that arguing only to realize that all this time the assessor had thought that i was asking him to repair the bracket and not the actual light that was damaged!!!!!!, much to my frustration i asked to speak to his manager upon explaining to his manager that i dont care about a bracket i am concerned about the actual light that is scratched and cracked. We were then told that we would be required to pay 50% of the cost of the repair to the lights due to bracket issue AND then i was told that the lights would need to be reassessed and that would only be possible today 07/01/2019.

Now this is when my frustration ends up on overdrive!!!!!!

I spend the entire morning calling the assessor so that he can confirm that a second assessment is taking place today as today is now the 14th Working Day that they have my vehicle and let me not forget to mention that i was told by KINGPRICE that legally they have only 14 working days to use and by which time a decision needs to be made with regards to either approval for a write off or repair. We currently on the 14th working day and still having assessments done. Nevertheless i finally get a hold of the assessor at around 12pm and i am told that he is on his way to assess the vehicle, i also take this opportunity to mention to him that there is an area of the vehicle that is damaged but not on your assessment report and this is the response i receive "the assessment is regarded as an “ ESTIMATE” and that the company repairing the vehicle would contact him (the assessor) and advise that further labor is required to repair everything" which he would then have to approve/decline. Now i am thoroughly ****ed off because to my knowledge an assessment report is basically a list of everything that needs to re repaired/replaced . So as far as i am concerned i know that if something is not mentioned on the assessment report it is not going to be repaired or replaced.

I am now even more frustrated and angry because i have sent emails to the assessor and received no response all day, I don't want to call again because i need a proper paper trail of what is being said but my frustration is building so I call so as to make him aware that i am waiting for a response and he says he hasn't received any mails so i request for him to send me a test mail which i receive and to which i respond to but still i have received no response to any of my mails.

Tomorrow will be the 15th Working Day that my vehicle is with KINGPRICE and repairs haven't even been approved.

Which brings me back to exactly where i started........WAITING + FRUSTRATED.

I will definitely be changing my insurance once this claim is completed!!!!!!!