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Yolani S

1 reviews | Active since Feb 2017

28 Feb 2018, 11:31

Rude agent, huge excess and terrible (or shall I say NO) service!!!

Accident happened on 15 Feb 2018 and was reported on 19 Feb. We are now on 28 Feb and was just now informed of a R9000 excess on my *** for my car being old and R4000 excess for insuring with them. No assessor ever went out to have a look at my car and no other car was involved that needed panel beating. This is not the worst part! There are no contact details on any of their documents. You are forced to stalk your insurance company via Google for their numbers. The claim was send from agent, to agent (3 different agents) - no one ever contacted us or rep**** to our e-mails Trying to phone to get hold of your consultant is even worst. Dad spend an hour on the phone yesterday and I went through 5 people to get hold of Zanele. Upon answering the call, she was rude and not helpful at all. I asked her for a formal e-mail on the progress of my car as well as an apology for her attitude. I received an e-mail informing me of the excess and that an assessor will be send out, and that I can get a courtesy car (for which I have to pay "R1 300.00 which will be reimbursed to you if/when you take the vehicle back with a full tank of petrol." No apology... My car is standing at the panel beaters for 9 days... Remind me again, why are we paying insurance?

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Replies (2)
Momentum Insure
Momentum Insure's reply28 Feb 2018, 11:43
Official

Good Day Yolani Voigt Steyn,

Alexander Forbes acknowledges receipt of your complaint.

Warm Regards

Alexander Forbes Client Services

YS
Yolani S's update05 Mar 2018, 16:06
Reviewer Update
Ok, so the claim floated around at AFI for a week before being allocated. I am requested to send my spare keys and everything via courier from JHB where I live, to Pta, where they are based.... The supervisor responded to my e-mail stating: "Zanele (received claim 19 Feb) forwarded the claim to them to allocate. It was then allocated to her on the 26th, she registered the claim on the 27th . On the 28th she appointed the assessor and also sent an e mail to notify you. Please note we have 24hrs to register the claim and 48hrs to get the report back from the assessor. The report came back on the 1st stating that the vehicle is a write off. The issue of the odometer reading you need to discuss with your service consultant since they agree with you on the option to take the limited mileage when you take out the policy." If I can get hold of my so called service consultant... no one seems to bother and do their job following up on claims or their clients. Yes, we agreed on the milage option, but make sure of your facts, we have more than 1 car and the kms are spilt between 3 cars! The rudeness and uselessness at AFI seems to seep through from the top. Do not justify your bad service!