Bad service. A client is not an ATM.

I am currently insured with Mercury through my broker. We had an accident at home where me laptop fell. The screen was broken and I submitted a claim through my broker. We were informed that they do not have anyone available to pick up the laptop and do an assessment on the damage. I ended up taking the laptop to my local PC repair shop to do an assessment as per request from Mercury insurance. I paid R850 for this assessment and it was sent through to Mercury's claims department to a lady by the name of Suleil. The damage report stated that some of the parts cannot be obtained, thus deeming the laptop unrepairable. I followed up frequently on the claim since it is my main source of income. I am currently still borrowing a laptop from a family member witch is very slow.

After numerous mails back and forth between my broker and Suleil where she confirmed that the claim was with moderation at some point, and that they need the specs to get a replacement quote. I took the liberty of supplying Suleil with a replacement quote on a laptop with very similar specs.

After all this, Suleil has now sent a mail to my broker stating that they cannot pay out the claim since Mercury has a clause in their insurance doc, that excludes moveable computing devices. Apart from this, Mercury now also refuses to pay out even the assessment fee of R850.

This accident happened at the address where we have home content insurance which we have never claimed from.

I would like to thank Mercury insurance located in Doringkloof, Centurion for their excellent service, and that they are always willing to take their monthly premiums with a smile.

I would however not recommend their services for the claims part of their business, since this entails them actually putting their clients in the same position as what they where previously in.

Mercury, I so wish I could give you 0 stars. The lowest I could go is 1 star unfortunately, and this will remain my review until further notice.

Make contact with me urgently to resolve, I have been trying to speak with Suleil and Alicia, but they always seem to be busy until they close in the afternoon.