Unsatisfactory service from claims department

It is with great regret that I voice this complaint on this platform since I am not getting any joy from the internal processes within King Price Insurance.

When signing up my insurance policy with King Price, I was greeted with efficiency and excellent service. Everything related to my policy information was handled with great professionalism and I was really in awe and so glad to be part of the King Price family. I even posted a compliment on this same platform to express my satisfaction. I have always been skeptical about insurance companies who offer you a cheap premium on your assets, but this gave me the feeling that I am in good hands.

Critics are always saying that you only know your insurance company when you have to submit a claim and this has now proven to be the case. I submitted a claim for theft from my vehicle which involved the whole front of my vehicle including lights and bumpers. The claim was registered on 23/01 and from the sms messages I received from King Price to inform me of all the stages I thought this experience would be the same as the other interactions I had with King Price. The vehicle was assessed on 30/01 and the claim was approved on 07/02. It was at this point when all the courtesy feedback messages ended and my misery started. I was introduced to my claims warrior, Monty Louw who only chose to interact with me about once or twice during my claim and thereafter no interaction at all. I sent a complaint to the complaints department on 12/02 to indicate my disappointment and when I still received no feedback, I sent another complaint through on 18/02. I was then informed that one of the parts are on back-order and that I would need to wait 15 to 20 days for the part to be sourced from Germany. At this point my claims warrior didn’t indicate the process to me since I was due to give back my rental car in a few days’ time. On 21/02 I received feedback from the Service Experience Management team who arranged for my car rental to be extended to 17/03. After being unable to get hold of Monty Louw after numerous attempts, I sent a mail to request for feedback on 04/03. After getting no feedback yet again by 08/03 I sent a mail to request feedback. On 09/03 I received a response from someone at the Service Management team who indicated that all parts were received and that I would be informed of an estimated time of completion. At this point I called the panelbeaters who indicated that in fact all the parts have not been received and by 13/03 nothing was forthcoming.

I have now received a message from the car rental company that I need to return their vehicle by 17/03 and to date I still have no idea when my vehicle will be ready. I battle to get hold of anyone at King Price telephonically (I can get hold of their sales people very easily, but not their claims department), so I send emails as well and still nothing. It just seems as if King Price’s processes work very well until you submit a claim. I really thought that the appointment of a claims warrior to my claim would leave me without any doubts, but I was sadly mistaken.

I am once again forced to go through the pain of attempting to get hold of anyone in the claims department to give me feedback about my claim and to let me know if the intention is for me to be a pedestrian while I have to wait for my car to be returned to me, due to no fault of my own, after almost 2 months of my claim being submitted.