Absolute Poor Service - Old Mutual Insure / Quest Claim Solutions

Following a motor vehicle accident, the first party's (insured party) broker submitted a third-party claim to their insurer, Old Mutual Insure (OMI). On 9 September 2024, the broker gave me the claim number and on 10 September 2024 I phoned OMI to find out how to proceed. Through the call centre, I was assisted by a claims administrator from "Quest Claims Solutions" who facilitate the claims application process on behalf of OMI it appears.

I was forwarded an email by the administrator with a form and email body with the requirements for the third-party claims application. I submitted all of the documents and information on 11 September 2024 and from there on I have not heard a single word back from the administrator at Quest Claims Solutions acting on behalf of OMI. I have only received a web generated reply from OMI confirming receipt of my emails.

I followed up on 13 September 2024 to confirm whether my documents had been received. No response.

I then followed up again on:

17 September 2024 19 September 2024 23 September 2024 25 September 2024

On 23 September 2024, I phoned the Quest Claims Solutions line and the line was answered by a different consultant. They informed me that the person working on my claim number was out on lunch and that they would call me back. This never happened. Nor were any of emails answered.

I followed up in writing on 25 September 2024 noting the phone call and again, nothing.

The initial email from the claims administrator included the following:

"Please note that we work on a first in / first out basis . Should you wish to follow up on a file, kindly send me an email in order for me to attend to same."

This courtesy has not been extended to me.

To make matters worse, the "Requirements Letter" by Quest Claims Solutions on behalf of OMI states that upon receipt of that letter, the third-party should refrain from contacting the broker / their client directly.

I find it very hard to believe that any insurer would treat their client this way. Let alone a third-party party where they could showcase their services for a potential switch. My insurer (Outsurance) has always been responsive with follow-ups, call backs, roadside support, claims, and general client feedback and engagement.

Quest Claims Solutions / Old Mutual Insure (OMI) have sadly failed at showcasing any appetite to support a third-party claim which may result in their client being sued in their personal capacity.

They state that turnaround "may" take 45 days (of which 15 days have gone without reaction, acknowledgement, or response to my application). I was told to include / CC a third-party party claims email address of OMI with each email. OMI sends a web generated reply and never anything else and Quest Claims Solutions doesn't even bother to respond at all.

Please give it careful consideration before signing up with OMI, particularly for third-party insurance. Third-parties may be coming after you directly due to the insurers' inability to process claims effectively.