TP
Tasneem Petrus-Barnes
1 reviews | Active since Oct 2013
31 Aug 2023, 07:56
****ed Off!!!
It will be a month tomorrow and they still looking for ways not to settle! What's the purpose of insurance if you are treated like a ******** when you do claim, bearing in mind that the insurer cannot be liable to pay every claim!
They sent SIU who sent a service provider to assess and provide a Damage Report of something that's working perfectly fine! They have used all these resources and still, no feedback on my claim. ****, I think they spent more money investigating this claim than the settlement amount itself (doesn't make sense, but okay). I understand that people are doing their jobs, but where do this process end? Then to top it off I am told that they can't process my claim due to unpaid pro-rata. Upon calling the very same department that sends me this email, the lady confirms it's bull**** and I am not in arrears!
If this is what you go through for such a small claim, God forbid they break into my property or something worse happens!
Maritza, who is the so called assessor for complaints, doesn't even know of doing follow ups! And when she do, she don't have an explanation for her reasoning, like what the actual f.....What's the purpose of this automatic response? I am beyond ****ed off with OMI.
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Replies (2)
Old Mutual Insure's replyOfficial
31 Aug 2023, 08:58Dear Tasneem Complaint about service We regret to hear that our service has disappointed you and understand your frustration. Thank you for taking time to share your concerns with us as this will help us to continue to improve our service to our customers. We are investigating the matter and may contact you for more details so that we can finalise it as soon as possible. We look forward to resolving this matter in a manner that you will find satisfactory. Yours sincerely
Assessor: Complaints & Continuous Improvement
Assessor: Complaints & Continuous Improvement
Old Mutual Insure's reply31 Aug 2023, 08:58
Official
Dear Tasneem Complaint about service We regret to hear that our service has disappointed you and understand your frustration. Thank you for taking time to share your concerns with us as this will help us to continue to improve our service to our customers. We are investigating the matter and may contact you for more details so that we can finalise it as soon as possible. We look forward to resolving this matter in a manner that you will find satisfactory. Yours sincerely
Assessor: Complaints & Continuous Improvement
Assessor: Complaints & Continuous Improvement
TP
Tasneem Petrus-Barnes's updateReviewer Update
04 Sept 2023, 11:13So OMI eventually called me on Friday before 16:00 to inform me that the claim was declined due to a faulty surge plug. Question here is, what was the fault in the plug? Could it have fallen, could there be water damage or could it be due to the constant loadshedding? Events all covered in the policy as per my understanding after reading thoroughly through the one hundred and twenty odd page policy schedule. Bearing in mind that this is not forwarded with your policy documents upon writing you up.
Firstly, this claim as per my online profile, was declined on 2 August 2023 even before I was informed accidentally upon my call, of an investigation by SIU.
Secondly, how do you come to that conclusion without technically assessing the plug to determine the exact cause? The service provider told me before their visit that they have informed the investigator that they donot assess surge plugs. How can SIU definitively without doubt come to this conclusion? Is the investigator a qualified electrician? Is OMI being truthful in their investigation or are things being reported to ensure declination?
The challenge here is not the surge plug, it is the cause. Is it accidental or due to wear and tear (I do not have it a year yet); what is the cause of the damage. OMI cannot make recommendations in reports based on assumptions, especially if it is not coming from an expert in the field.
When I last spoke to OMI, the outcome was based on the service provider's feedback regarding the fridge. The fridge works perfectly and then it got declined due to a surge plug that wasn't even plugged in by the technician sent by the service provider; which is the expert here. He told me they don't bother with assessing those plugs at all because they need to open it and that in its self is a risk.
I no longer want to deal with the guy from SIU.
Firstly, this claim as per my online profile, was declined on 2 August 2023 even before I was informed accidentally upon my call, of an investigation by SIU.
Secondly, how do you come to that conclusion without technically assessing the plug to determine the exact cause? The service provider told me before their visit that they have informed the investigator that they donot assess surge plugs. How can SIU definitively without doubt come to this conclusion? Is the investigator a qualified electrician? Is OMI being truthful in their investigation or are things being reported to ensure declination?
The challenge here is not the surge plug, it is the cause. Is it accidental or due to wear and tear (I do not have it a year yet); what is the cause of the damage. OMI cannot make recommendations in reports based on assumptions, especially if it is not coming from an expert in the field.
When I last spoke to OMI, the outcome was based on the service provider's feedback regarding the fridge. The fridge works perfectly and then it got declined due to a surge plug that wasn't even plugged in by the technician sent by the service provider; which is the expert here. He told me they don't bother with assessing those plugs at all because they need to open it and that in its self is a risk.
I no longer want to deal with the guy from SIU.
TP
Tasneem Petrus-Barnes's update04 Sept 2023, 11:13
Reviewer Update
So OMI eventually called me on Friday before 16:00 to inform me that the claim was declined due to a faulty surge plug. Question here is, what was the fault in the plug? Could it have fallen, could there be water damage or could it be due to the constant loadshedding? Events all covered in the policy as per my understanding after reading thoroughly through the one hundred and twenty odd page policy schedule. Bearing in mind that this is not forwarded with your policy documents upon writing you up.
Firstly, this claim as per my online profile, was declined on 2 August 2023 even before I was informed accidentally upon my call, of an investigation by SIU.
Secondly, how do you come to that conclusion without technically assessing the plug to determine the exact cause? The service provider told me before their visit that they have informed the investigator that they donot assess surge plugs. How can SIU definitively without doubt come to this conclusion? Is the investigator a qualified electrician? Is OMI being truthful in their investigation or are things being reported to ensure declination?
The challenge here is not the surge plug, it is the cause. Is it accidental or due to wear and tear (I do not have it a year yet); what is the cause of the damage. OMI cannot make recommendations in reports based on assumptions, especially if it is not coming from an expert in the field.
When I last spoke to OMI, the outcome was based on the service provider's feedback regarding the fridge. The fridge works perfectly and then it got declined due to a surge plug that wasn't even plugged in by the technician sent by the service provider; which is the expert here. He told me they don't bother with assessing those plugs at all because they need to open it and that in its self is a risk.
I no longer want to deal with the guy from SIU.
Firstly, this claim as per my online profile, was declined on 2 August 2023 even before I was informed accidentally upon my call, of an investigation by SIU.
Secondly, how do you come to that conclusion without technically assessing the plug to determine the exact cause? The service provider told me before their visit that they have informed the investigator that they donot assess surge plugs. How can SIU definitively without doubt come to this conclusion? Is the investigator a qualified electrician? Is OMI being truthful in their investigation or are things being reported to ensure declination?
The challenge here is not the surge plug, it is the cause. Is it accidental or due to wear and tear (I do not have it a year yet); what is the cause of the damage. OMI cannot make recommendations in reports based on assumptions, especially if it is not coming from an expert in the field.
When I last spoke to OMI, the outcome was based on the service provider's feedback regarding the fridge. The fridge works perfectly and then it got declined due to a surge plug that wasn't even plugged in by the technician sent by the service provider; which is the expert here. He told me they don't bother with assessing those plugs at all because they need to open it and that in its self is a risk.
I no longer want to deal with the guy from SIU.