poor service

I am writing to lodge a formal complaint regarding the handling of my recent insurance claim and the overall lack of support I received from your company during a critical time.

On Saturday, 18 April 2025, I was involved in an incident where two of my vehicle’s tyres were severely damaged after hitting a pothole. As my insurance policy was taken out via WesBank, I immediately contacted them and was provided with your office contact number. I called several times, only to be met with a voicemail stating that your offices are only operational from Monday to Friday. This was extremely frustrating and distressing, especially given that the incident occurred over the weekend — a time when assistance is often most needed.

At no point during the telephonic policy sign-up was I informed that support would not be available on weekends, nor was I told that photographic evidence of tyre damage would be required in the event of a claim. Had your team been available during my repeated calls on the day of the incident, I would have been advised accordingly and taken the necessary photos. Instead, the lack of available support and the absence of clear communication regarding documentation requirements has now resulted in my claim being unfairly rejected.

I find this completely unacceptable. Customers should not be penalized for failing to meet conditions that were never disclosed. Furthermore, a lack of emergency support outside office hours significantly undermines the value and reliability of the policy I was sold.