The most appalling service from King Price

After years of not being on Hello Peter it’s unfortunate that I return to review in distress and feeling very perplexed. I wrote the below email to King Price complaints department on Monday it’s Wednesday evening I haven’t heard anything from any of their staff.

“Good day King Price Team,

I would like to formally express my dissatisfaction with your Claims process. To say I am disappointed is an understatement.

I was involved in an accident on the 11th of Jan 2025. To date my claim has not been finalised.

I followed all protocols on my end to ensure that the vehicle was towed, accident reported to the police and claim logged within the required time frame.

I am not sure if it’s the claim handler that is *********** as there seems to be a lot going on in the background however, I am not made aware of this information unless I request an update.

Said claim handler, has not kept me up to speed with the progress of the claim and I have had to follow up weekly to find out what’s happening. If I don’t, no one will care to provide updates.

To start off, the claim was incorrectly logged from the initial time of the incident, as a result when I called to follow up on what the next steps were, it was then that I got through to Victor (claim handler) who then logged the claim on the 13th correctly.

That was then the last time that I spoke to Victor before we spoke again a month later. From then to date I have always been the one following up, requesting updates. During this time I have spoken to multiple people as I am currently am driving a courtesy car which I have been paying a daily fee for windscreen and tyre insurance, whose bill keeps climbing the longer I have the vehicle.

Two weeks after I submitted the claim, while following up on the claim, an agent asked me where my vehicle was, should this not have been on record. Furthermore, I was advised that there was an attempt to call me from the assessor days later, however I have no record of any attempts to reach me. Next thing I was notified the vehicle was at their assessing yard awaiting the assessor report.

Days later after again having to follow up I was notified by one of your agents that the vehicle is a write off and that King Price will pay out.

Once again, I spoke to agent after requesting a call back who advised that the vehicle is written off and the pay-out will be based on the retail value of +-R160k minus the access and that process should get everything finalised by the end of the week. Was eventually put through to the claim handler after numerous attempts I made. He then requested I must send him documents(ID copy, Natis, pictures from the incident, and sign the consent form he will try finalising my claim by Wednesday the 19th Feb 2025.

Friday the 21st I am still again the one picking up the phone to follow up, and I get told they are still assessing and have sent a tyre specialist.

Clearly, I am getting sent from pillar to post for over a month and a half regarding the claim and if I do not follow up, nothing gets done and I don’t get updated.”