Settle the car or reimburse

I moved to a new complex on Saturday 02 September 2017. When I woke up on Sunday the following morning, 03 September, and went outside at about 08:30, I realised that my vehicle, along with two other vehicles were ****** from the complex. I called my vehicle insurer, King Price, and reported it. The King Price consultant I spoke to informed that I would have to submit the claim only on the following day, which was Monday 04 of September. I was further informed that in the meantime, I needed to get a case number. Around 09:00 on the same day, I went to report the matter to the local police station and was furnished with a case number. I provided the police officers with the engine number of the vehicle, and a circulation number was created and circulated to other police stations.

At 12:45 on the same day (the Sunday), I received a call from the Jabulani police station, informing me that my vehicle had been recovered. I was further informed that the vehicle had been stripped and only had one car seat, with everything else missing. The found my contact details on the vehicle service book which they said had been left of the seat. The vehicle was at the Lenasia Police Station.

As advised by the King Price representative, I submitted a claim on Monday 04 September. I was assisted by Ms Christina Busang (Ms Busang). I provided her with all the details of my claim, and informed her that I had moved to a new address on Saturday the third. She requested that I provide her with my driver’s licence, vehicle documents, engine number and a copy of my ID document. I further provided her with details of where my vehicle (which had been recovered) had been sent. I requested a courtesy vehicle, which was part of my cover, and it was provided to me on the same day.

I sent all the required information to the King Price claims email address provided. I later called to verify whether the documents were received. I spoke to a different King Price representative who informed me that the claims department would assign my case to the relevant person, and I would be contacted. He further informed me that an assessor had already been assigned to collect the vehicle. I was also informed that this process could take up to two days. A week went by and I had not received any communication from King Price.

I received a call on Monday 11 September, from Ms Busang, informing me that I needed to send documents, to my surprise, as I had already sent the said documents. She informed me that I needed to put my policy number as the subject line. I asked why I was never informed that this was a requirement as a week had gone by and we had lost time. Ms Busang assured me that an assessor had been assigned to my claim. She asked for telephone numbers of the SAP 13 Lenasia police station and the details of the investigating officer assigned to my case. I provided her with the information. On the same afternoon, she sent me an email requesting my vehicle’s NATIS documents. I provided her with the documents which I had received from Wesbank, my vehicle finance provider.

Another week went by and on Monday, 18 of September, I called King Price and followed up with an email enquiring about the status of my claim. Ms Busang informed me that she was awaiting the assessment report. She further informed me that the vehicle had been collected from the police station.

On 19 September, a man identifying himself as being the assessor assigned to my case called me requesting that I go and identify my vehicle at Lenasia Police Station. I informed him, as I had been informed by Ms Busang, that my vehicle had been collected from the police station. I drove to the police station and identified the shell of the vehicle.

I sent an email to Ms Busang asking why I was at the Lenasia Police station taking pictures of what was left of my vehicle when she had informed me that the vehicle had been collected. She never responded to the email. I sent Ms Busang and King Price the pictures of the vehicle. The assessor responded and informed me that he had been requested to collect the vehicle by 4 October. He further informed me that he had only received approval from King Price to collect the vehicle and deliver it at SMD that day (19 September).

That afternoon, I called King Price. The consultants appeared not to hear me although I could hear them. I sent an email to King Price enquiring reasons why I had been misled and informed that my vehicle had been moved when in fact it had not. Ms Busang responded by stating that an assessor had been assigned. I had been told this information since 04 September.

That same afternoon, I received a call from a man who identified himself as Shaldon Harilal from King Price. He requested that I get a settlement letter from Wesbank and that King Price would see what they could do.

On 20 September, I contacted Ms Busang and informed her that I had requested a settlement letter from Wesbank and that I would provide it to King Price as soon as I received it. The premium for my vehicle went off that evening.

The following day, 21 September, I received the settlement letter, forwarded it to Ms Busang, and informed her that the instalment for the car repayment had been deducted. Ms Busang called me in the afternoon enquiring whether the vehicle had a tracker device installed. I informed her that it was not, and that when I took over the cover, the King Price agent had informed me that a vehicle tracking company would call me to install. Ms Busang then informed that she would listen to the recording and advise.

On 22 September, Ms Busang called me at 10:41 informing me that my claim had been rejected because I did not have a vehicle tracking device installed. I recounted that the agent had informed me that a vehicle tracking company would call me to arrange for installation. She informed that it was a security requirement. She further informed me that she would be sending me a rejection letter on behalf of King Price. She further informed that I needed to return the courtesy car that day as the claim had been finalised. On the same day, I requested the recording of when I signed up and on which the repudiation was based. I further requested reimbur*****t for my October premium as King Price had already deducted it. She informed me that she would get the reimbur*****t department to call me.

A 10:55 on the same day, I received an sms to return the courtesy car. At 15:00, I again sent an email requesting the recordings. I received no response from King Price. My partner called Shaldon Harilal, who informed us that the recordings would be sent by the end of the day. No recordings were sent.

On Monday, 25 September 2017, I requested to be provided with the recording. I did not receive a response. I called Ms Busang, who assured me that she would send the recording.

On 27 September, Ms Busang sent me a recording of a call between King Price and me. However, I did not accept the quote on that day. Even on the quote that I did not accept, the man advised that I needed to get a vehicle tracking device and he would get a tracking company to call me. In any case, the recording I was sent is the one where I did not accept the cover. At the stage where he wanted my banking details is where we ended the call. I advised him that I would think about it and that he could call me on Monday. I informed him I was looking at other vehicle insurers for options and I needed to get the best cover for me. Further, the monthly premium of the cover I accepted was different from the cover quoted on the recording that was provided to me.

On the same day, I sent Ms Busang an email requesting the correct recording. Ms Busang acknowledged my email and informed me that she would be sending the correct recording. I called her again on Friday, 29 September. She informed me I would receive the recording by Monday, 02 October at the latest.

On Monday, 02 October 2017 at 14:20, Shaldon Harilal called me and wanted to know why I wanted the recording. I explained to him that the reason for the repudiation was stated as the fact that I did not have a tracking device. He then raised the matter that I had changed my address and the vehicle was ****** at a different address from the stated physical address on my cover. I informed him that I had moved on a Saturday and would be updating the address on the Monday. On that call, I also asked for the repudiation letter, as I had not received that. Ms Busang had informed me that I would be receiving that on 22 September. I still had not received it on 02 October.

As it was, the claim was repudiated, my vehicle had been moved to SMD, a premium for October had been deducted and no reimbur*****t had been made. He informed me that the October premium had not been deducted and I informed him that it had and that I had proof thereof. He then informed me that he would provide me with the recording, the repudiation letter which stated where my vehicle was kept would be sent, and reimburse the October premium that they had deducted.

To date, 09 October 2017, I have not received the recording, I have not received the radiation letter (which means I do not know where my vehicle is), and I have not been reimbursed my premium for October.