Disapointing Motor service

<p>I am at my wits end, i sent the below mail to Thabo Molala on 18 April, who responded saying he will get back to me, i am still waiting. when i tried to contact him manager, the email keeps coming back. </p> <p> </p> <p>When i contact my "client service consaltant" he tells me that he cant do anything.</p> <p> </p> <p>And to add insult to injury when i first when to collect my car from renew-it the AFI assessor said that they couldnt fix my lights when it was on the quote that AFI approved. There is no communication from AFI, renew-it had to go back and organise this for me, it took over a month and a half to get my car fixed!</p> <p> </p> <p>does anyone at AFI motor claims care about the service to their customers</p> <p> </p> <p>Dear Thabo,</p> <p> </p> <p>My reason for this mail is to inform you with how disappointed we are in the service we have received from motor claims division in particular Zanele.</p> <p> </p> <p>On the 26 March I unfortunately had an accident where my car reversed through my garage door, I emailed Anthony who was assigned to me as my AF contact on the Sunday evening with pictures of the damage to both my car and garage door, on Monday morning I was unable to get hold of Anthony via telephone and we called and spoke to Milly-Ray who was very helpful and sent through the motor claims and non-motor claims forms immediately, at the same time Anthony sent our details to motor claims and we were assigned Zanele as our consultant. I completed the motor claim form and sent it through to Zanele on the 27th March.</p> <p> </p> <p>29th March I had no response from Zanele via email or sms acknowledging receipt of my mail or the claim, I then followed up Zanele via mail coping Anthony in to find out if everything was satisfactory with my claim or if she required further information. ( in compression Helen form the non-motor claims had already processed our claim on the 27th for the garage door and was in contact ) Only after I followed up with Zanele did I receive a sms stating that my claim had been registered. I was also informed by Zanele that one your preferred suppliers would contact me.</p> <p> </p> <p>31 March no one had contacted me from AFI or your preferred supplier, my husband then had to call Zanele to request the list of suppliers ( which was actually the 3rd request as my previous 2 mails had requested this) (in comparison the non-motor claims had already paid out and closed our claim for the garage door)</p> <p> </p> <p>3 April my husband stash took the car to be assessed at Renew-it Rivonia, a quote was sent to us the next day.</p> <p> </p> <p>4 April my husband forwarded the quote to Zanele</p> <p> </p> <p>10 April once again I had to follow up with Zanele as we received no response of any kind acknowledging the receipt of the email or quote and what the way forward was.</p> <p> </p> <p>11 April I receive a response stating that an assessor has now been assigned to my case, this was also the first time I was offered a rental car while my car was being fixed.</p> <p> </p> <p>12 April the assessor contacted me early in the morning via telephone and informed me she is happy and is approving the claim.</p> <p> </p> <p>18 April still no response from Zanele with regard to the claim, we then contacted Werner who sold us the policy as he has been the only person other than Helen from non-motor claims who has given us the service we expected from AFI to ask who we can complain to. I was then contacted by Renew-it to be informed that my claim had been approved, 2 hours later I was informed by Zanele via email.</p> <p> </p> <p>I really am not happy with the service we have received from Zanele and Anthony as my client service consultant. Anthony has not responded to any of my mails since 29 March even though I have copied him in on every mail, yet I am on his the spam mailing list, I am yet to get hold of him via telephone and there has been no follow up on the service we have received, and Zanele only responds when I follow up on the mails.</p> <p> </p> <p>If I had needed a rental car while I was waiting for my car to be fixed I would have gone over the 30 days allocated and as quoted from the mail I received this morning “Please note that car hire will not be extended under any circumstance.” Does lack of service from AFI count as a reason to extent car hire? Who would have got me to work an back if I needed the rental car?</p> <p> </p> <p>The fact that it has taken three and a half weeks (15 working days) to finally get my claim approved is unacceptable, and now due to all the public holidays coming up and possible influx of car repairs from the Easter holidays I won’t be getting my car back anytime soon.</p> <p> </p> <p>The reason I chose AFI as my insurance company was due to the amazing service and follow up my parents received while they were AFI customers, unfortunately I based this on the service from Non-motor claims. If I had known I was going to be so disappointed in motor claims I would have stayed with my previous insurance company.</p> <p> </p> <p>Please can I have some feedback on why this sort of service is seen as acceptable</p> <p> </p> <p>Corrin</p> <p> </p>