FB
Fraser B
1 reviews | Active since Jul 2011
04 Jul 2019, 13:59
Old Mutual Insure, as long as you're not a 3rd Party....
I am a retired police officer, retired due to disability and reliant on my vehicle in order to get around. On the 11th of April after returning from hospital I was involved in a motor vehicle collision on the N1 North past the Rivonia Offramp. The collision was as a result of a company vehicle, insured by Old Mutual that drove into the back of my vehicle whilst we were stationary at an accident scene. Fortunately I received no injuries, however, the driver of the Company Vehicle was removed to hospital from the scene. In turn I have dealt directly with the Company who in turn directed me to the Insurance Company with the Claim No: etc. I have forwarded a plethora of documents to Old Mutual, including, drivers licences, statements, photographs and quotations for the repair to my vehicle which is in excess of R100 000...nothing. I received an email informing me that they had forwarded it to their assessors and should allow for 10-15 days for feedback. That was 5 Weeks ago......assessor still hasn't even viewed the damages to my car. In turn I forwarded an email requesting an update in order to establish when I can expect some progress, "we will follow up and revert back to you.".....Nothing
Can it honestly take this long to assess the damage a vehicle?
How do they expect anyone be able to cope without their vehicle for a period in excess of 5 weeks, the thing that frustrates me the most is, they don't even visit the vehicle but make a digital assessment based on the documents Ive forwarded, they've done absolutely nothing in 5 weeks and don't even have to leave the office.
Is this because I made a 3rd Party Claim, this being my first, Im not sure. But I can tell you, the absolute impartiality of the people dealing with this claim is shocking.
Helpful (0)
Replies (8)0
Replies (8)
Old Mutual Insure's replyOfficial
04 Jul 2019, 14:26Dear Fraser B
We are investigating the matter and will revert with feedback shortly.
Kind Regards
We are investigating the matter and will revert with feedback shortly.
Kind Regards
Old Mutual Insure's reply04 Jul 2019, 14:26
Official
Dear Fraser B
We are investigating the matter and will revert with feedback shortly.
Kind Regards
We are investigating the matter and will revert with feedback shortly.
Kind Regards
Old Mutual Insure's replyOfficial
05 Jul 2019, 16:59Dear Fraser B
Our Sandra has been constantly communicating with you from 23/05/2019, the day we became aware of the claim being submitted.
Our Sandra has been constantly communicating with you from 23/05/2019, the day we became aware of the claim being submitted.
Our assessors are still busy with the assessment as they are trying to find out about the availability of a 2nd hand or alternative part. We have agreed with them to continue trying till Tuesday next week, where after alternative suggestions will be made about our settlement proposal.
Kind Regards
Old Mutual Insure's reply05 Jul 2019, 16:59
Official
Dear Fraser B
Our Sandra has been constantly communicating with you from 23/05/2019, the day we became aware of the claim being submitted.
Our Sandra has been constantly communicating with you from 23/05/2019, the day we became aware of the claim being submitted.
Our assessors are still busy with the assessment as they are trying to find out about the availability of a 2nd hand or alternative part. We have agreed with them to continue trying till Tuesday next week, where after alternative suggestions will be made about our settlement proposal.
Kind Regards
FB
Fraser B's updateReviewer Update
08 Jul 2019, 11:13I refer to Sandras E-Mail dated the 21st of June.... "Good day
We are still awaiting the assessor report.
I will follow up and revert soonest.
Regards
SANDRA "
4th 0f July I was forced to contact Sandra as she had not followed up nor had she reverted...only to be told that the assessors report was still outstanding.
29 minutes after this review I was contacted and informed that an investigation regarding my situation had been undertaken.
Within 24 hours a new representative had been appointed and an assessors report finalised the same day.
Kindly justify the 5 week wait, a wait which I must point out has caused me further financial burden in finding alternative transport, or will that be covered as well?
I have no objection to second hand parts as long as they are approved by the designated repair company, I do however, have an issue with "alternative" parts, in that I will not accept **** parts or parts which have not been approved by BMW themselves, as per the parts that were damaged.
I await your final decision on Tuesday
Thank You for your quick response.
We are still awaiting the assessor report.
I will follow up and revert soonest.
Regards
SANDRA "
4th 0f July I was forced to contact Sandra as she had not followed up nor had she reverted...only to be told that the assessors report was still outstanding.
29 minutes after this review I was contacted and informed that an investigation regarding my situation had been undertaken.
Within 24 hours a new representative had been appointed and an assessors report finalised the same day.
Kindly justify the 5 week wait, a wait which I must point out has caused me further financial burden in finding alternative transport, or will that be covered as well?
I have no objection to second hand parts as long as they are approved by the designated repair company, I do however, have an issue with "alternative" parts, in that I will not accept **** parts or parts which have not been approved by BMW themselves, as per the parts that were damaged.
I await your final decision on Tuesday
Thank You for your quick response.
FB
Fraser B's update08 Jul 2019, 11:13
Reviewer Update
I refer to Sandras E-Mail dated the 21st of June.... "Good day
We are still awaiting the assessor report.
I will follow up and revert soonest.
Regards
SANDRA "
4th 0f July I was forced to contact Sandra as she had not followed up nor had she reverted...only to be told that the assessors report was still outstanding.
29 minutes after this review I was contacted and informed that an investigation regarding my situation had been undertaken.
Within 24 hours a new representative had been appointed and an assessors report finalised the same day.
Kindly justify the 5 week wait, a wait which I must point out has caused me further financial burden in finding alternative transport, or will that be covered as well?
I have no objection to second hand parts as long as they are approved by the designated repair company, I do however, have an issue with "alternative" parts, in that I will not accept **** parts or parts which have not been approved by BMW themselves, as per the parts that were damaged.
I await your final decision on Tuesday
Thank You for your quick response.
We are still awaiting the assessor report.
I will follow up and revert soonest.
Regards
SANDRA "
4th 0f July I was forced to contact Sandra as she had not followed up nor had she reverted...only to be told that the assessors report was still outstanding.
29 minutes after this review I was contacted and informed that an investigation regarding my situation had been undertaken.
Within 24 hours a new representative had been appointed and an assessors report finalised the same day.
Kindly justify the 5 week wait, a wait which I must point out has caused me further financial burden in finding alternative transport, or will that be covered as well?
I have no objection to second hand parts as long as they are approved by the designated repair company, I do however, have an issue with "alternative" parts, in that I will not accept **** parts or parts which have not been approved by BMW themselves, as per the parts that were damaged.
I await your final decision on Tuesday
Thank You for your quick response.
Old Mutual Insure's replyOfficial
15 Jul 2019, 12:22Dear Fraser B
We confirm that our Valencia Mokae has been in contact and this matter has been resolved.
Kind Regards
We confirm that our Valencia Mokae has been in contact and this matter has been resolved.
Kind Regards
Old Mutual Insure's reply15 Jul 2019, 12:22
Official
Dear Fraser B
We confirm that our Valencia Mokae has been in contact and this matter has been resolved.
Kind Regards
We confirm that our Valencia Mokae has been in contact and this matter has been resolved.
Kind Regards
FB
Fraser B's updateReviewer Update
19 Jul 2019, 14:11Has it?
Firstly I would like to extend my gratitude to your response to my initial complaint, it is fair to say that within 24 hours of this complaint I received a new assessor, as well as confirmation that the assessors report had been finalised after negotiations with the repairer.
Additionally, I received an apology letter from Maritza Cornelius, a letter which I may add was very well written and completely acceptable reasoning behind it, it actually gave me hope.
However, I have been forwarded a quotation which was "negotiated" between yourselves and Jorge from the Repairers Office and that the instruction from your office was that an agreement was reached between bnoth parties to resolve my issue with a quote forwarded by yourselves.
In addition I was sent a letter upon which I was requested to sign stating that I would have no further claims "under any circumstance" once Id signed the letter.
Well, I'll tell you what I did, I perused the quotation and noticed parts of the damage had been removed and will not be repaired unless of course I pay for it our of my own pocket, which defeats the purpose really, my passenger side mirror was damaged, it has been precluded in your quotation, rendering my behicle unroadworthy unless repaired.
Most concerning for me is the fact that the person you claimed to have negotiated with was on leave the whole of last week and you could not possibly have contacted him.
He confirmed in an email this morning that he has not been approached with regards to the negotiations, as a matter of fact he hasnt spoken to anyone from your office since this matter was filed.
This in turn means that the quotation and letter forwarded by your office has been done so under false pretences, no negotiations have taken place and in turn you have unilaterally made a decision, drafted a quote and never seen the vehicle.
Youve even gone as far as to mark my tyres on the vehicle in your report as fair, my tyres are brand new. How may I ask were you able to determine this if youve never seen the vehicle, unless agaim, your statement has been made under false pretences.
This matter in my opinion has not been resolved, pending a negotiation between the parties and also pending the repairs of all the damage to the vehicle and not just the parts you have "guessed" need to be fixed.
I trust the above will meet with your approval and look forward to a better resolution failing which I will be forced to take legal action which would again render further financial burden on myself as an unemployed person with a disability.
Regards
Fraser
Firstly I would like to extend my gratitude to your response to my initial complaint, it is fair to say that within 24 hours of this complaint I received a new assessor, as well as confirmation that the assessors report had been finalised after negotiations with the repairer.
Additionally, I received an apology letter from Maritza Cornelius, a letter which I may add was very well written and completely acceptable reasoning behind it, it actually gave me hope.
However, I have been forwarded a quotation which was "negotiated" between yourselves and Jorge from the Repairers Office and that the instruction from your office was that an agreement was reached between bnoth parties to resolve my issue with a quote forwarded by yourselves.
In addition I was sent a letter upon which I was requested to sign stating that I would have no further claims "under any circumstance" once Id signed the letter.
Well, I'll tell you what I did, I perused the quotation and noticed parts of the damage had been removed and will not be repaired unless of course I pay for it our of my own pocket, which defeats the purpose really, my passenger side mirror was damaged, it has been precluded in your quotation, rendering my behicle unroadworthy unless repaired.
Most concerning for me is the fact that the person you claimed to have negotiated with was on leave the whole of last week and you could not possibly have contacted him.
He confirmed in an email this morning that he has not been approached with regards to the negotiations, as a matter of fact he hasnt spoken to anyone from your office since this matter was filed.
This in turn means that the quotation and letter forwarded by your office has been done so under false pretences, no negotiations have taken place and in turn you have unilaterally made a decision, drafted a quote and never seen the vehicle.
Youve even gone as far as to mark my tyres on the vehicle in your report as fair, my tyres are brand new. How may I ask were you able to determine this if youve never seen the vehicle, unless agaim, your statement has been made under false pretences.
This matter in my opinion has not been resolved, pending a negotiation between the parties and also pending the repairs of all the damage to the vehicle and not just the parts you have "guessed" need to be fixed.
I trust the above will meet with your approval and look forward to a better resolution failing which I will be forced to take legal action which would again render further financial burden on myself as an unemployed person with a disability.
Regards
Fraser
FB
Fraser B's update19 Jul 2019, 14:11
Reviewer Update
Has it?
Firstly I would like to extend my gratitude to your response to my initial complaint, it is fair to say that within 24 hours of this complaint I received a new assessor, as well as confirmation that the assessors report had been finalised after negotiations with the repairer.
Additionally, I received an apology letter from Maritza Cornelius, a letter which I may add was very well written and completely acceptable reasoning behind it, it actually gave me hope.
However, I have been forwarded a quotation which was "negotiated" between yourselves and Jorge from the Repairers Office and that the instruction from your office was that an agreement was reached between bnoth parties to resolve my issue with a quote forwarded by yourselves.
In addition I was sent a letter upon which I was requested to sign stating that I would have no further claims "under any circumstance" once Id signed the letter.
Well, I'll tell you what I did, I perused the quotation and noticed parts of the damage had been removed and will not be repaired unless of course I pay for it our of my own pocket, which defeats the purpose really, my passenger side mirror was damaged, it has been precluded in your quotation, rendering my behicle unroadworthy unless repaired.
Most concerning for me is the fact that the person you claimed to have negotiated with was on leave the whole of last week and you could not possibly have contacted him.
He confirmed in an email this morning that he has not been approached with regards to the negotiations, as a matter of fact he hasnt spoken to anyone from your office since this matter was filed.
This in turn means that the quotation and letter forwarded by your office has been done so under false pretences, no negotiations have taken place and in turn you have unilaterally made a decision, drafted a quote and never seen the vehicle.
Youve even gone as far as to mark my tyres on the vehicle in your report as fair, my tyres are brand new. How may I ask were you able to determine this if youve never seen the vehicle, unless agaim, your statement has been made under false pretences.
This matter in my opinion has not been resolved, pending a negotiation between the parties and also pending the repairs of all the damage to the vehicle and not just the parts you have "guessed" need to be fixed.
I trust the above will meet with your approval and look forward to a better resolution failing which I will be forced to take legal action which would again render further financial burden on myself as an unemployed person with a disability.
Regards
Fraser
Firstly I would like to extend my gratitude to your response to my initial complaint, it is fair to say that within 24 hours of this complaint I received a new assessor, as well as confirmation that the assessors report had been finalised after negotiations with the repairer.
Additionally, I received an apology letter from Maritza Cornelius, a letter which I may add was very well written and completely acceptable reasoning behind it, it actually gave me hope.
However, I have been forwarded a quotation which was "negotiated" between yourselves and Jorge from the Repairers Office and that the instruction from your office was that an agreement was reached between bnoth parties to resolve my issue with a quote forwarded by yourselves.
In addition I was sent a letter upon which I was requested to sign stating that I would have no further claims "under any circumstance" once Id signed the letter.
Well, I'll tell you what I did, I perused the quotation and noticed parts of the damage had been removed and will not be repaired unless of course I pay for it our of my own pocket, which defeats the purpose really, my passenger side mirror was damaged, it has been precluded in your quotation, rendering my behicle unroadworthy unless repaired.
Most concerning for me is the fact that the person you claimed to have negotiated with was on leave the whole of last week and you could not possibly have contacted him.
He confirmed in an email this morning that he has not been approached with regards to the negotiations, as a matter of fact he hasnt spoken to anyone from your office since this matter was filed.
This in turn means that the quotation and letter forwarded by your office has been done so under false pretences, no negotiations have taken place and in turn you have unilaterally made a decision, drafted a quote and never seen the vehicle.
Youve even gone as far as to mark my tyres on the vehicle in your report as fair, my tyres are brand new. How may I ask were you able to determine this if youve never seen the vehicle, unless agaim, your statement has been made under false pretences.
This matter in my opinion has not been resolved, pending a negotiation between the parties and also pending the repairs of all the damage to the vehicle and not just the parts you have "guessed" need to be fixed.
I trust the above will meet with your approval and look forward to a better resolution failing which I will be forced to take legal action which would again render further financial burden on myself as an unemployed person with a disability.
Regards
Fraser
FB
Fraser B's updateReviewer Update
19 Jul 2019, 14:13Day 3 since I pointed out the above issues with the new negotiator, Valencia Mokae.
Two Emails confirming that no negotiation took place and a request for information regarding the way forward.
Nothing
Two Emails confirming that no negotiation took place and a request for information regarding the way forward.
Nothing
FB
Fraser B's update19 Jul 2019, 14:13
Reviewer Update
Day 3 since I pointed out the above issues with the new negotiator, Valencia Mokae.
Two Emails confirming that no negotiation took place and a request for information regarding the way forward.
Nothing
Two Emails confirming that no negotiation took place and a request for information regarding the way forward.
Nothing
Old Mutual Insure's replyOfficial
23 Jul 2019, 17:47Dear Fraser B
We have escalated the matter to the relevant department and and will revert with feedback shortly.
Kind Regards
We have escalated the matter to the relevant department and and will revert with feedback shortly.
Kind Regards
Old Mutual Insure's reply23 Jul 2019, 17:47
Official
Dear Fraser B
We have escalated the matter to the relevant department and and will revert with feedback shortly.
Kind Regards
We have escalated the matter to the relevant department and and will revert with feedback shortly.
Kind Regards
FB
Day 7 since my further enquiry and the assessor has contacted the repairer with regards to the damages to the vehicle.
I have made a formal application for the assessor who precluded certain damage to reassess his decision based on certain facts and await his response in this regard.
Additionally the repairer has been in touch with me confirming the negotiation is currently underway.
I have been advised by the negotiator that the matter will in fact be finalised today.
Fraser B's updateReviewer Update
24 Jul 2019, 11:07Day 7 since my further enquiry and the assessor has contacted the repairer with regards to the damages to the vehicle.
I have made a formal application for the assessor who precluded certain damage to reassess his decision based on certain facts and await his response in this regard.
Additionally the repairer has been in touch with me confirming the negotiation is currently underway.
I have been advised by the negotiator that the matter will in fact be finalised today.
FB
Fraser B's update24 Jul 2019, 11:07
Reviewer Update
Day 7 since my further enquiry and the assessor has contacted the repairer with regards to the damages to the vehicle.
I have made a formal application for the assessor who precluded certain damage to reassess his decision based on certain facts and await his response in this regard.
Additionally the repairer has been in touch with me confirming the negotiation is currently underway.
I have been advised by the negotiator that the matter will in fact be finalised today.