POOR SERVIICE

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding the poor service and unacceptable handling of my recent rim and tyre claim.

I have been a loyal client of your insurance company for several years and have always maintained my policy, including the value-added product that covers rim and tyre damage. However, my recent experience has been extremely disappointing.

On Friday, at approximately 13:00, I hit a pothole which resulted in damage to my rim and tyre. I immediately contacted roadside assistance, which responded promptly and assisted me efficiently. Thereafter, on the very same Friday, I contacted your call centre to report the rim and tyre damage and to proceed with a claim under my value-added cover.

Unfortunately, no one was available to assist me. I was advised that a callback would be requested from the relevant department. No such call was received. I followed up again on Saturday and was once more informed that no one was available and that a callback request had been logged. Again, no one contacted me.

As of Monday, 19 January 2026, I had still not received any communication from your team. I then had to phone yet again, and only at that point was the claim finally registered.

I am now being informed that I am required to submit photographs of the damaged rim, tyre, and the entire vehicle. This requirement was never communicated to me at the time of the incident or during my calls on Friday and Saturday. Had I been properly advised, I would have taken the necessary photographs immediately after the incident.

Compounding this issue, I use low-profile BBS rims, and the vehicle was not safe or comfortable to drive with a spare wheel. As a result of the delays and lack of guidance from your staff, I had no choice but to arrange repairs myself over the weekend so that I could continue using my vehicle.

I am extremely frustrated by this experience. The lack of responsiveness, poor communication, and failure by your consultant on Friday to explain the claims process and requirements have caused unnecessary inconvenience, time loss, and stress. This level of service is not what I expect from an insurance provider with whom I have been insured for many years.

I request that this matter be urgently reviewed, that my claim be fairly assessed in light of the circumstances, and that I receive feedback on how this service failure will be addressed.

I trust that this complaint will be taken seriously and that appropriate action will be taken to restore my confidence in your company.

Yours faithfully,