********** service

Dear Alexander Forbes

The time frame in which AFI has handled my claim is totally unacceptable. This was my first claim with the company and from my experience, if this is how business is conducted, I would not recommend AFI as a worthy insurer. I sent an email with a claim form on the 16th of October and I received an email that my claim has been allocated to Phumlani Mkhefa, a week later (23 October) there was no communication received from the administrator allocated to my claim. Monday (23 October) I sent a follow up email, however still nothing. Tuesday I then phoned the call centre where I was told that Phumlani was not in the office, I then asked to be put through to the team leader (Thabo Molala). Thursday(26 October) the was still no feedback as to when will the assessor come and assess my car. I phoned again and was told that Phumlani's team leader that was now handling the claim was off. I then asked to be put through to the manager. The cherry on top was when I called the manager and Lucas mimicked me when he was transferring my call to Elsie the manager. Then in turn Elsie raising her voice on me the customer. Do you call that customer service? But to cut the long story short it's now 27 October 13H44 no assessor yet and my car is still with me and not fixed. Monday we will be on week 3. So AFI tell me how long does it take to process a claim??????? I am quite fed up with this and the best part is that I know for sure you will be so efficient when it comes to raising my premium however when it comes to processing claims you are pathetic!!!!