Frustration with Mandoline Insurance Brokers

3rd Party Claim

• The accident between Vengelique and I happened on the 06th October 2017 • Vengelique (client of Mandoline) logged the incident with her broker on the 09th October 2017 • I called the broker on the 09th and they advised me to prepare the following documents and send through to them as they will need same for the process of the claim - Copy of vehicle reg document - Driver’s license and I.D - Description of accident - Sketch of accident - Letter from my insurance stating that they are not going to process the claim - Quotation from a repair center • All these documents were submitted to ********** on the 19th October 2017 • On the 20th October 2017 they provided me with a claim number (28WEH001/0001) • On the 25th October 2017, I had to call the broker to find out what the update is on the claim On the 25th just before COB I received an email from the Christelle Du Plooy stating… Please note that we refer to the below mentioned correspondence received and wish to confirm that same has been placed on file. I have sent a query to the claims advisor regarding the status of the claim and once feedback is received, I will revert regarding the way forward with the third party claim. I rep**** to Christelle saying …Please advise the claims advisor that my car is my only source of transport and it been an inconvenience for the past 3 weeks already since the accident happened • On the 01st November 2017 I called Christelle back to find out how far the claim was, only for her to tell me that there are documents that are missing that she needs to proceed • On the second I sent through the below as per her request - Second quote - Copy of my I.D - Photos of the damages - Banking details On the 3rd I received an email from her stating…Please note that we refer to the above mentioned matter and wish to confirm that we have received all documents and appointed an assessor to assess the third party vehicle. Once the report is received, we will place same on file. We have further requested payment of the section 2 excess from the insured and await same prior to finalizing said third party claim. • The assessor was sent out to my house on the 8th if I am not mistaken and he took back the report • On the 15th I called Christelle to confirm if she received the report from the assessor as I have not been receiving feedback from anyone On the same day I received an email from Christelle stating…Please note that we refer to the above mentioned matter and wish to confirm that we have received the third party assessment report and placed same on file. The insured has further paid the section 2 excess and same was allocated to the claim. We are thus currently confirming the merits of the collision with the insured via the broker and will revert once completed. • After this email I did not hear from Christelle, I tried calling her daily and no one could assist me. I left multiple messages for her to call me back but no joy. On the 21st November I sent an email to Christelle… Good day Christelle I have been trying to get hold of you for days. Been leaving several messages and still you are not getting back to me. How long does it take to process a claim really…This is unacceptable Kindly provide me with the contact details of your manager as this is an issue that needs to be reported. I would like feedback ASAP if this is not too much to ask… Only then on the same day I received an email from Christelle … Please note that we refer to the above mentioned matter and wish to revert as follows: We wish to confirm that feedback regarding the merits have been received from our insured and placed on file. A further query has been sent to the insured whether said insured is still claiming for own damages as same will have a direct influence on the third party offer in the event of settlement. Unfortunately as said matter is a third party claim, same is not attended to on the same basis as a claim against your own insurer as a third party claim is governed by the Law of Delict as same is a civil claim. Said third party claim is as such a legal matter with steps in place to ensure that said matter is attended to as per the Law of Delict. I as such wish to confirm that once feedback is received from our insured in said regard, we will proceed accordingly.

In conclusion I would like Mandoline insurance to urgently attend to my car claim. This cannot drag any longer. As a result I have been inconvenienced and I lost money through lift clubs. My frustration is, I did not ask for Vengelique to drive into my car, why is it that I have to wait so long for my car to get repaired. This is such an inconvenience to me as I have no other form of transport to get around. I have seen Vengeliques car and it’s all fixed up, so what is the reason for my long wait?