POOR CAR WARRENTY SERVICE AND FEEDBACK

Day 21 of a frustrating and pathetic customer service experience with King Price car warranty.

One of the reasons I continued with King Price Insurance was their affordable car warranty, deciding after receiving great service with King Price claim department for a separate claim and accident.

I first logged my claim on the 04th of April 2024 and dealt with Charmaine Hamon in the claims warranty department which went fine, there was a back and forth however very manageable. She subsequently then went on leave, and I was told my claim has been sent to their team leader Sean Du Plooy, this is where my issues started to date, I have received one email from this team leader where it is clear he has not either been handed over the claim or following the emails or even reading the information provided in the email.

I have had to send numerous emails which do not get acknowledged or responded to and when I call in to speak to Sean Du Plooy I get told he is unavailable I have made calls since Monday Morning and not once has he called me back or have, I been transferred to him for any sort of conversation.

This is such pathetic service and after sending the below email I have still not received anything from him

" Good day All

It is with great frustration that I am writing this email, As another day has gone by with no response or assistance from the car warranty department!!!

I have called in multiple times to speak to Mr Sean Du Plooy who to my knowledge is handling my claim, to continuously be told he cannot take my calls and after sending emails I then again receive hours of no feedback however I note there is a 31days lapse time for a claim to be approved BUT we are not receiving feedback or acknowledgement of our claim or status ???

This has become extremely frustrating and a poor reflection of customer service/satisfaction from King Price and their warranty department. It's now almost a month since we originally submitted these documents and are still begging for some sort of acknowledgement on approval and the next steps.

I do understand that Charmaine has gone on leave and there could have been a delay in someone understanding what was done and the development of the case but I do think to answer a client call or keep them updated on email is common courtesy especially when providing a service!. This is a sad reflection of a service which is suppose to set king price up as a leading insurer by providing a competitive advantage than others and seriously questions the trust and reliability we have placed in choosing them as our cars insurer

PLEASE CAN THIS MATTER BE LOOKED AT AND RESOLVED as I do not wish to continue to beg for feedback or acknowledgement! "

This is such a sad reflection of King Price and at this stage and after 3 weeks of speaking to an email address it makes me question my importance as a client and has honesty made me start considering other insurers and warranty offers.