Poor communication, lack of transparency, inconsistent information

I recently had a very disappointing experience with my insurance claim after my tyre was damaged by a pothole.

From the beginning, communication was extremely poor. I was assisted by a consultant named Palesa Kek, but responses were slow and unclear, despite me explaining that the matter was urgent as I needed to travel and the following day was a public holiday.

Due to the lack of timely feedback, I informed her that I would proceed to a tyre fitment centre at my own cost and submit the invoice. I was later advised by another consultant via the call centre to go ahead and do so because of the urgency.

After this, I was told by Palesa that my claim had been approved for R3,000. She confirmed that this was the amount I would receive, even though I had been quoted R3,600 at the tyre fitment centre, which I accepted and understood.

However, when I finally received the settlement document, the amount had been reduced to approximately R2,600. This reduction was never clearly communicated to me beforehand. I only became aware of it after I had already paid out of pocket, leaving me with no real option but to accept the lower amount.

This situation could have been completely avoided with proper and timely communication. Instead, I was forced to make an urgent decision without full information, which ultimately cost me money.

Overall, the service was marked by poor communication, lack of transparency, and inconsistent information. As a paying client, this experience was both frustrating and unfair.