Poor service from untrained and incapable staff.

I just had to process a claim through this company. I called early morning to ensure I can take my tyre in to be replaced, since my car cannot drive with only three wheels. I was told this is perfectly fine.

I got to the approved dealer and this is when the nightmare started. Liquid Capital had so much information and pictures they wanted, which included pictures of my car in the workshop. So the first consultant either **** to me, or just did not know their own policies.

This meant I had to make a plan to get my car on three wheels to the dealership. They could not and would not replace my tyre unless I paid cash or sorted the insurance authorization out first. Had I known this before hand, I could have first made a plan to get my car towed before going to the Tyre dealership.

Nonetheless I made the plans and got it sorted. The dealership took their photos and filled in their forms. After waiting about 4 hours to receive authorization after that, I eventually took the number of the person who sent the forms to be filled in so that I could call them myself. The dealership was too scared to do it themselves.

I phoned this number where a very rude man answered the phone, and refused to speak to me as the policy holder, since he only deals with dealerships. When I requested to speak to the consultant to whom the authorization forms were sent, I was told that this consultant is in fact only a trainee and does not have the ability to approve anything. So I do not understand why any forms were sent to him.

Myself and the person on the line who was this trainee’s so called superior, then continued arguing regarding him refusing to give me, once again the policy holder, any information regarding the status of my claim.

I finally had to pull a dealership consultant away from another customer to speak to the rude gentleman from Liquid Capital.

What followed was the dealership consultant using my phone on loudspeaker at my request explaining to the liquid capital consultant repeatedly that they had already sent the the authorization forms. This had to happen about three times before Liquid Capital finally found the e-Mail and understood that it had been sent already.

Liquid Capital then disputed that the pictures included photo’s of the damage to my tyres. The Tyre dealership had to explain several times the it was indeed on the pictures.

Liquid Capital then wanted to dispute the claim, stating that the damage on the Tyre was photographed after the Tyre was removed. The dealership had to explain that this was due to the rim hiding the damage after the wheel was flat and that there was no other way to photograph the damage.

This was also argued several times.

I did finally receive authorization, but after all the rudeness, arguments and trouble from Liquid Capital, to receive a service that I pay for, it was too late. I’ll be finding another insurance company that cares enough about their customers to ensure decent or at the very least, adequate service.