Pathetic Service to a Loyal Customer

<p>I am appalled at the service given by your claims department. I work for an Insurance company and as such, making sure our clients are serviced is above all else. Claim 778/648649</p> <p>It seems having being loyal to you guys means nothing. I have been with you for 6 years with no vehicle claim besides a windscreen and I now understand why the reviews below are the way they are. Policy number ********** which I moved over from 671681 of which I have been paying for a number of years.</p> <p> </p> <p>I had an incident last week Sunday. Reported it to their emergency line and explained the vehicle moves but makes a funny noise. The person said if it is driveable then I can us the vehicle & go to the police station to report it. I did so. The next day I had to call 3 to 4 times just to get someone to register a claim. Filled in the forms, sent pictures and even spoke to the owner who’s wall I knocked into to have it fixed without have to submit a claim. It took a further 2 hours to get a consultant. Simone Naidoo. Instead of finding me a service provider or telling what to do I get a complete blank. I had to call in 3 times just to get a list of Service Providers, what type of service is that?? I get the list and go there on my own to get a quote. I have had previous incidents but rather than claim I fixed it on my own. When I get there, the Service Provider tells me I should have never driven this vehicle as I may have caused more damage, funny as your consultant said I should drive the vehicle?? Who becomes responsible for this damage as I would have rather get the vehicle towed if I knew this would happen. This is now at 13.30pm the 22/05/2017. I had to call 3 times just for Simone to register the claim, this was done at 14.38pm, an hour later, despite me sending her the info at 11am. I had to beg for a courtesy car which she said I will get in an hour. 1 hour went by and nothing. I then called again and then I get a call from the car hire people saying the car is on its way. I sat outside the Panel beater waiting for that vehicle, to a point where the owner asked if I need to get lift with him to my office, quite embarrassing. I finally receive the vehicle that evening after the place has closed and while me sitting outside @ 16.30pm waiting for almost 3 hours</p> <p> </p> <p>The next day, I thank Simone for the car hire without any complaints and advise on the way forward. She had to ask me where the vehicle is, I find this disturbing as she was the one whom registered the claim and car hire for that address?? An assessor was to be appointed on that day. To date no one has been to the Service Provider to assess my vehicle nor has there been a call or sms from Alex Forbes to find out what is going on. It has been a week and nothing. Not even a courtesy call. Also note they have not even contacted the Service Provider yet the service provider sent me the quote. Surely it is your job to do the leg work not me. As it stands, nothing has been done and the service provider is waiting for me to authorize the claim. I am not the insurer, you are so you should be doing that job. I have tried twice to call Simone’s manager Lucas Mokiti. He is never available and I go back to the call centre. To make all of this worse, I had a look at my car hire agreement and I must give the vehicle back on 06/06/2017. This is 15 days and my schedule clearly states 30 days car hire. What type of service is this? 15 day car hire, its already been 7 days and the claim hasn’t been authorized or even looked at. Drove a vehicle that should have been towed and now sit with more damage to my car because your consultant said its ok to drive. Sat outside like a beggar waiting for a courtesy car and yet if an when this claim is done I mustr pay an excess & premium to you for a service that is non existent. I am a client of 6 years with no claims and this is the type of treatment you get. You know people always say you only know your insurer when you claim, how true this has turned out to be.</p> <p>I think it’s time I move on so I will be moving over all 3 polices we have with you guys in the near future as well as ensure all 4 people I have referred will do the same.</p> <p>I would rather pay more and ensure that if there is a claim I am taken care of as a customer which doesn’t seem to be the case with you guys</p> <p> </p>