Pathetic service with happy ending

Had a vehicle accident on the 7th August 2026 and the claim and assistance experience is rather frustrating and pathetic. Claim ***

I would like to raise my frustration regarding the handling of my claim, which has been extremely disappointing.

I have been struggling to finalise this claim for approximately three weeks. During this period, I was repeatedly told that I would be called back, but unfortunately, those calls never came. I escalated the matter more than four times in an effort to get assistance and have the issue resolved, but I continued to experience delays and a lack of meaningful feedback.

What has been particularly frustrating is that the matter was eventually resolved by Felicity Mashaba in approximately six minutes. This clearly demonstrates that the issue could have been addressed much sooner had there been proper ownership, communication and follow-through.

I am especially disappointed with the level of service and follow-up from the assigned case manager, Lerato Polane. Despite several attempts to make contact and numerous escalations, I did not receive the assistance or return calls I was promised. This made an already stressful situation even more frustrating.

That said, I would like to sincerely commend Felicity Mashaba for her exceptional assistance. She listened to the issue, took ownership, acted promptly and resolved the matter within minutes. Her professionalism, efficiency and willingness to assist are exactly the kind of service one expects when dealing with a customer who has been struggling to get a matter resolved.

Felicity turned a very frustrating experience into a positive one, and I genuinely appreciate her assistance. I hope her excellent service and commitment to resolving customer concerns are recognised. Having said that, l am still awaiting settlement payment.