KP Scratch and dent - Pathetic service

21 September 2021 I lodged a claim with KP insurance for scratch and dent. (My insurance policy KP*** has scratch and dent cover). I emailed through required pictures and thorough explanation of damage. A Mr Sean du Plooy, from GRSA, then responded 22 September 2021, with a list of additional information as well as that I - the client - was required to send through a quote from a reputable panel beating company. Due to unforeseen family circumstances I had to travel, once I returned to Durban, I responded 14 October 2021, to asking since when do clients have to do the work of the insurance companies.

I had a S&D claim back in 2018, I sent through information and pictures and voila, a reputable panel beating company called me to set up an appointment.

I even went as far to send through the same sms I received from KP back in 2018, WITH the contact details of that same company. When I enquired on KP FB page, I received the response “quotes are not required when it is a third party claim”. This is NOT a third party claim!

19 October I heard from Mr du Plooy again, stating that they will try and assist by getting a hold of the previous company to assist with this claim. I responded that same day again with the contact number to ensure that it gets done.

I have then heard nothing from GRSA - Sean du Plooy. I emailed him on 26 October 2021 asking for an update and NOTHING.

On the 2nd of November I contacted king price to get an update, I was told that Mr Sean Du Plooy was busy on a call and that he would call me back once he was done, that call back never happened.

I called GRSA directly to speak to Mr du Plooy on 4 November 2021. Apparently he “did not see my email” asking for an update. I was then informed that he could not get a hold of the company.

As a client, paying insurance every month as required, with all the extra bells and whistles, it should not be my job to run around looking for quotations. What are the agents being paid for then. Punching in details to just get a claim number?

I am highly disappointed in KP insurance. Sean du Plooy was not rude, but he lacked empathy and understanding.

When I asked outright, so if I do not run around getting a quote, my claim will not be fulfilled? He blatantly said yes basically.

KP get your previous company back to assist with claims. They were highly efficient and did everything that they were supposed to do. GRSA is useless and do not take their clients into account at all.

I am unfortunately now, on the market looking for a new insurance company. After many years with KP they have proven, you are NOT TREATED LIKE ROYALTY!