Terrible experience, company does not care about customers.

Hi,

I am having endless issues with AForbes, I have never seen joy ever since I took out my insurance with them.

Policy inception date was 26 September 2017.

The last time I ever spoke to someone was when a sales person Florence Nhlapho (Business Development - INSURANCE ) was selling me their insurance.

When I accepted the quote I was told that Nokuthula Khumalo (My service consultant) would contact me, it never happened.

A few things that I find totally unacceptable and would like response on are as per below.

1. I was told My glass would come and inspect the car within 2 days and that never happened and I took it upon myself to have the car inspected at PG auto within the given time and then no communication from Aforbes to say that the slip has been received from PG Auto or not then emailed Tebogo Maimela (who sent me my policy docs) and Nokuthula to find out if they received my inspection slip on the 16th Oct to no response to date.

2. The money that was debited from account was not the amount that was agreed on so I emailed Nokuthula and Florence on the 27th September to follow up and find out what that was the reason, Florence rep**** to say it was pro rata and Nokuthula would contact me to give a detailed reason and she did not until I followed up again on the 5th Sept then she rep**** with no empathy or apology.

3. We were involved in an accident on the 23/10/11 at about 6:30am on Mbambisa Street in Klipspruit (Soweto) , let me take you through our experience since this day. • Called AForbes center for a tow truck, Jabu from First Road was dispatched and arrived at the scene. He recorded the scene, took some pictures and said that he would wait for a flatbed which will arrive in an hour's time. • He then asked us to leave the car with him at the scene as we were no longer required and assured us that the car is in safe hands because it would be long before the flatbed arrives. • Seeing the concern in our faces he then proceeded to say that after about 2 hours, we should contact Track a car to confirm that the car was delivered. I then got confused and told him that the person I spoke to in the call center specifically said that the car would be taken to Danmar Auto in Ophirton and now he is talking about Track a car and he insisted that it the same place just a case of old and new name and we let it go and left the scene. • My husband and I left the scene and went to the Kliptown police station to report the accident, as we were busy with the police at 8:38 I received an sms confirming that the car has been delivered to Danmar auto in Ophirton. • After spending 2 hours at the police station, driving along Modjaji street in Soweto (a kilometer away from the accident scene) to my surprise my car is parked at an open field in Zone 6 Pimville and the tow truck guy is sitting across the road with his friends. • I phoned AForbes for assistance on this matter because the car was clearly driven (the mileage had moved by about a kilo since we recorded the kilos earlier at the scene) and I was told that the location is a pick up point that Jabu works from and they have spoken to First Road who confirmed that the truck is on its way so I can leave the car there and the issue with them driving the car would be dealt with.

4. On the 24th we completed their claim forms and sent back to them and received an automated email confirming that Frans Nyamanyana would deal with our claim #: 675535.. • I tried to get hold of Frans on the 24th and 25th and had no joy there, eventually I spoke to another claims consultant who was willing to assist and I told her that we need to know what is happening with our claim and would like a hired car and we got a car later that day. • To date we have not heard anything about our car, It’s been 4 weeks since the accident. • My husband called Frans on the week of the 6th to get an update and the guy had no idea what was happening and said he was going to call the panel beaters and come back to him. • He called back and said that the car was sent to the incorrect panel beaters (Track a car) instead of Danmar and it has incurred storage fees so he needs to speak to his manager so that an assessor would also be assigned once issue is resolved and he would provide us with feedback. • We are still waiting for that call, on the 16th Nov(2 weeks later) I received an sms saying that an assessor has been assigned to assess the car and my husband got a phone call from Danmar auto on the same day and the guy was asking him what happened to the car as he is struggling to make out what the issue is because the car just arrived at the floor and it is stripped (looks like someone had started working on it). • After a whole month we are still paying premiums and find ourselves in this situation, we still have not been told if the car would be repaired or written off (We are just sitting in the dark). • Avis is expecting their car back on the 24th November.

Please assist me with this, I am logging this complaint with the hope that I will get traction on this and some sort of assistance with this inconvenience we’ve had to go through. Failure to resolve this mess, I will be going to the ombudsman.