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Nonhlanhla D

1 reviews | Active since May 2024

07 Aug 2025, 13:38

Unacceptable Lack of Communication & Delays – Claim CKP_ _ _ _ _ _

I am extremely disappointed with the poor service I’ve received from King Price Insurance regarding my ongoing vehicle claim (CKP..................................).

I initially contacted King Price on 5 August 2025 to request an extension for the courtesy vehicle currently in my possession. Despite being told at the start of the process that an extension might be possible, I have received no formal response, even after multiple follow-up emails and phone calls. In the meantime, Europcar has informed me that the car must be returned by 08/08/2025, or I will be charged personally. This is unacceptable, especially considering that the delay in communication is from King Price’s and Bsure's side.

To make matters worse, I have also not been kept informed about the progress of my vehicle repairs. I’ve seen internal emails being sent between King Price and the repair centre regarding “additionals” logged on 29 and 31 July, but no one from King Price has updated me directly on the status, timeline, or approval.

This lack of communication, urgency, and basic customer service is beyond frustrating. I am left without transport, facing potential charges, and still have no idea when my car will be repaired. I expected more from a company that markets itself as customer-focused.

Unless these issues are resolved immediately, I will be escalating this complaint to the Ombudsman for Short-Term Insurance (OSTI) and warning others about this experience.

0
Replies (5)
King Price Insurance
King Price Insurance's reply07 Aug 2025, 14:26
Official
Although we never really enjoy hearing that our clients have been frustrated or disappointed by us, we do appreciate you bringing situations like this to our attention, so that we can immediately improve the service we provide. Our assessing team will be in contact.
ND
Nonhlanhla D's update07 Aug 2025, 19:29
Reviewer Update
Good evening,

I am writing to express my deep disappointment and concern regarding the manner in which my claim (CKP) has been handled to date.
Firstly, I must highlight the unprofessional and informal tone in the communication surrounding my case. Given that this is a formal insurance claim involving a significant inconvenience to me as the policyholder, I expected a far more structured and professional level of service and correspondence. The casual nature of the responses – including vague emails and a lack of proper acknowledgment or ownership – is unacceptable and does not reflect the standards of service one would expect from a reputable service provider.
Secondly, there has been an ongoing lack of communication and urgency. Despite my email on 5 August 2025, multiple follow-up calls, and now escalating messages, I have not received a concrete response regarding the extension of the courtesy vehicle, which is now due to be returned tomorrow morning. Europcar has notified me that I may be charged for any delays as a direct result of the lack of action and feedback from your side.
Additionally, there has been no formal update on the progress of my vehicle repairs. I have been cc’d on internal back-and-forth emails regarding “additionals,” yet no one has taken the responsibility to inform me, the client, of what these entail or how they affect the repair timeline.
As a client, I feel completely disregarded and unsupported throughout this process.
I now formally request:
  1. Immediate confirmation regarding the extension of the courtesy vehicle and assurance that I will not incur any penalties.
  2. A detailed update on the status of my vehicle repairs, including what work is outstanding and estimated completion.
  3. A formal apology and explanation for the unprofessional communication and lack of proper case handling.
Should these issues not be addressed with the seriousness they deserve, I will have no choice but to escalate this complaint to external bodies, including the Ombudsman for Short-Term Insurance and publish my experience through consumer platforms.
I trust that this matter will now be treated with the professionalism and urgency that has been lacking thus far.

The response I received from your team below:
@bsure.co.za> | 2:52 PM (4 hours ago) | |
to me, BIA, ***,
Good day @***
Please assist
Kind Regards,

King Price Insurance
King Price Insurance's reply08 Aug 2025, 09:58
Official
Hi Nonhlanhla,

We completely understand your frustration, and we apologise for how long you’ve had to wait for feedback, especially after such an unpleasant incident.

Please know that we are looking into your claim right now as a matter of urgency and we’ll do everything we can to get it all wrapped up as soon as possible for you.

Royal regards,
The Kings Court
ND
Nonhlanhla D's update11 Aug 2025, 13:15
Reviewer Update
Good day,

I would like to sincerely thank Mr. Bennie Botha and the King Price Insurance team for their exceptional service. After encountering delays with my courtesy car extension, Mr. Botha personally stepped in to resolve the issue quickly and professionally.

His commitment to helping me get back on the road significantly improved my experience with King Price. This level of care and dedication is uncommon, and I truly appreciate the effort that was taken to assist me. Thank you for going the extra mile!
King Price Insurance
King Price Insurance's reply12 Aug 2025, 10:45
Official
Hi Nonhlanhla,

You know, we pride ourselves on doing our flippin’ best to make our clients’ days.... But today, you’ve turned the tables on us and made OUR day as well.

Touché.

Thanks for the awesome compliment, we’ll do our best to keep you impressed!

If you have a sec, please drop us a review on Google, https://g.page/r/CX_-QIDIkU8AEAE/review so we can keep spreading the good vibes and changing lives!


Royal regards,

The king and his court