BV
Bev V
1 reviews | Active since Sept 2017
01 Dec 2020, 11:56
OLD MUTUAL UBI APP - THEY DO NOT PAY AND APPARENTLY THIS IS AS A RESULT OF DATE OF SUBMISSION WHICH THEY FAIL TO COMMUNICATE
I have been completing the WhatsApp odometer readings since August when the new UBI App was launched. The day is cam out, I registered via WhatsApp.
November was the firs time when for the 3 cars on the policy, we obtained a rebate of R602. All the earlier 3 months were ápparently' not registered in time hence we do not qualify. I only found this out as I was in search for a statement that could tell me what I saved over of the last 4 months.
I certainly did not get a WhatsApp notification to inform me of this of the entire duration and have been submitting on the 20/21 every month. Now I am told it must be submitted by the 15th of each month and you can submit as many time as you like,
What is the point if they are not going to pay??? I will be shopping elsewhere fore insurance that does pay back for those of us that no not claim, are loyal for many years and pay a large amount on insurance for peace of mind.
Most disappointed, will be moving,
Helpful (0)
Replies (4)0
Replies (4)BV
Bev V's updateReviewer Update
01 Dec 2020, 12:52I have had a look at the UBI brochure again to be sure. There is absolutely NO reference to the 15th cut-off submission date. So for the last 4 months of submission I should have saved 30% per vehicle (x3 vehicles) given the low mileage we drive and the fact that the vehicles are in a safe estate the rest of the time (home - as are the family)
I have the proof that the 20th is the date as per the brochure!!!
I have started requesting quotes online to move insurance. Deceipt does not bode well - further to this as a long-standing customer that has not claimed, we don't get any benefits for taking care, yet pay heavily for being ensured.
I have the proof that the 20th is the date as per the brochure!!!
I have started requesting quotes online to move insurance. Deceipt does not bode well - further to this as a long-standing customer that has not claimed, we don't get any benefits for taking care, yet pay heavily for being ensured.
BV
Bev V's update01 Dec 2020, 12:52
Reviewer Update
I have had a look at the UBI brochure again to be sure. There is absolutely NO reference to the 15th cut-off submission date. So for the last 4 months of submission I should have saved 30% per vehicle (x3 vehicles) given the low mileage we drive and the fact that the vehicles are in a safe estate the rest of the time (home - as are the family)
I have the proof that the 20th is the date as per the brochure!!!
I have started requesting quotes online to move insurance. Deceipt does not bode well - further to this as a long-standing customer that has not claimed, we don't get any benefits for taking care, yet pay heavily for being ensured.
I have the proof that the 20th is the date as per the brochure!!!
I have started requesting quotes online to move insurance. Deceipt does not bode well - further to this as a long-standing customer that has not claimed, we don't get any benefits for taking care, yet pay heavily for being ensured.
Old Mutual Insure's replyOfficial
01 Dec 2020, 15:24Dear Bev
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
Consultant: Complaints Claims | People & Brand
Old Mutual Insure's reply01 Dec 2020, 15:24
Official
Dear Bev
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
Consultant: Complaints Claims | People & Brand
BV
Bev V's updateReviewer Update
08 Dec 2020, 11:51I have received an email at the time of logging the call that this is being investigated but still no finality.
I have sent an email in response to the complaints officer that responded - lets see how long this takes to get resolved.
Needless to say, the Brokers I use have been requested to shop elsewhere as a company that has been in business for 175 years as they advertise should be more forthcoming and treat their longstanding clients better.
It is sad to see when looking into the customer satisfaction reports on Hello Peter alone, that not only are the reviews bad on short term insurance but also appear to be an issue on financial/investment side. I am in the process of moving preservation funds and Old Mutual is one of the options I am looking at as a Nedbank Professional Banking client - now I have to wonder based on service levels whether this is a smart move or not.
It is clear that this company fails to execute on process and the technology front is the just of it.
This however has nothing to do with the tardiness of a complaints officer to keep a client updated on the progress of a call.
I want to see in writing where the cut-off time was communicated to clients using the UBI App - it certainly is not communicated on sms not the UBI App for that matter and the nett effect is that as a long standing client who has not claimed, this now puts into question the credibility of the organisation.
Without proof of the cut-off time being the 15th since inception (4 months), I do expect to get the discount for each month for the last 4 months failing which I will be moving insurance houses based on the advise of my Brokers.
Since Old Mutual are the underwriters for Iwyze - I will be looking at their reviews as well.
I have sent an email in response to the complaints officer that responded - lets see how long this takes to get resolved.
Needless to say, the Brokers I use have been requested to shop elsewhere as a company that has been in business for 175 years as they advertise should be more forthcoming and treat their longstanding clients better.
It is sad to see when looking into the customer satisfaction reports on Hello Peter alone, that not only are the reviews bad on short term insurance but also appear to be an issue on financial/investment side. I am in the process of moving preservation funds and Old Mutual is one of the options I am looking at as a Nedbank Professional Banking client - now I have to wonder based on service levels whether this is a smart move or not.
It is clear that this company fails to execute on process and the technology front is the just of it.
This however has nothing to do with the tardiness of a complaints officer to keep a client updated on the progress of a call.
I want to see in writing where the cut-off time was communicated to clients using the UBI App - it certainly is not communicated on sms not the UBI App for that matter and the nett effect is that as a long standing client who has not claimed, this now puts into question the credibility of the organisation.
Without proof of the cut-off time being the 15th since inception (4 months), I do expect to get the discount for each month for the last 4 months failing which I will be moving insurance houses based on the advise of my Brokers.
Since Old Mutual are the underwriters for Iwyze - I will be looking at their reviews as well.
BV
Bev V's update08 Dec 2020, 11:51
Reviewer Update
I have received an email at the time of logging the call that this is being investigated but still no finality.
I have sent an email in response to the complaints officer that responded - lets see how long this takes to get resolved.
Needless to say, the Brokers I use have been requested to shop elsewhere as a company that has been in business for 175 years as they advertise should be more forthcoming and treat their longstanding clients better.
It is sad to see when looking into the customer satisfaction reports on Hello Peter alone, that not only are the reviews bad on short term insurance but also appear to be an issue on financial/investment side. I am in the process of moving preservation funds and Old Mutual is one of the options I am looking at as a Nedbank Professional Banking client - now I have to wonder based on service levels whether this is a smart move or not.
It is clear that this company fails to execute on process and the technology front is the just of it.
This however has nothing to do with the tardiness of a complaints officer to keep a client updated on the progress of a call.
I want to see in writing where the cut-off time was communicated to clients using the UBI App - it certainly is not communicated on sms not the UBI App for that matter and the nett effect is that as a long standing client who has not claimed, this now puts into question the credibility of the organisation.
Without proof of the cut-off time being the 15th since inception (4 months), I do expect to get the discount for each month for the last 4 months failing which I will be moving insurance houses based on the advise of my Brokers.
Since Old Mutual are the underwriters for Iwyze - I will be looking at their reviews as well.
I have sent an email in response to the complaints officer that responded - lets see how long this takes to get resolved.
Needless to say, the Brokers I use have been requested to shop elsewhere as a company that has been in business for 175 years as they advertise should be more forthcoming and treat their longstanding clients better.
It is sad to see when looking into the customer satisfaction reports on Hello Peter alone, that not only are the reviews bad on short term insurance but also appear to be an issue on financial/investment side. I am in the process of moving preservation funds and Old Mutual is one of the options I am looking at as a Nedbank Professional Banking client - now I have to wonder based on service levels whether this is a smart move or not.
It is clear that this company fails to execute on process and the technology front is the just of it.
This however has nothing to do with the tardiness of a complaints officer to keep a client updated on the progress of a call.
I want to see in writing where the cut-off time was communicated to clients using the UBI App - it certainly is not communicated on sms not the UBI App for that matter and the nett effect is that as a long standing client who has not claimed, this now puts into question the credibility of the organisation.
Without proof of the cut-off time being the 15th since inception (4 months), I do expect to get the discount for each month for the last 4 months failing which I will be moving insurance houses based on the advise of my Brokers.
Since Old Mutual are the underwriters for Iwyze - I will be looking at their reviews as well.
BV
Bev V's updateReviewer Update
08 Dec 2020, 13:39To the Old Mutual Team,
I would like to apologise as I did receive a response (not favourable), though it was sent. I only saw this it was brought to my attention, I did a search in my email and found the response.
Sincerely,
Bev
I would like to apologise as I did receive a response (not favourable), though it was sent. I only saw this it was brought to my attention, I did a search in my email and found the response.
Sincerely,
Bev
BV
Bev V's update08 Dec 2020, 13:39
Reviewer Update
To the Old Mutual Team,
I would like to apologise as I did receive a response (not favourable), though it was sent. I only saw this it was brought to my attention, I did a search in my email and found the response.
Sincerely,
Bev
I would like to apologise as I did receive a response (not favourable), though it was sent. I only saw this it was brought to my attention, I did a search in my email and found the response.
Sincerely,
Bev