PATHETIC SERVICE -MUTUAL & FEDERAL

<p>I was involved in a motor vehicle accident on the in March 2017. The emergency departments responded efficiently. I was lucky to be unhurt and made contact with calling the M&F on the customer care line. The lady took my details and said that the row truck was on its way which never happened as promised. Whilst time passed, I guess my blood pressure was above normal. I began feeling sick and I sat down on the side of the road. The paramedics then treated me in the ambulance as my blood pressure was confirmed to be above normal</p> <p>During this time, I received a number of calls from mutual and federal helpline, un masking my oxygen supply, I managed to take their call. I informed the agent that I was not well and in the ambulance. She still again requested the same information as on the first call to them. </p> <p>Hours went by and still no response from the M&F tow truck services. By this time I was further under pressure from authorities to have my vehicle removed stating that there was a back log given that this was a multi vehicle accident. The tow trucks had already hitched the other vehicles and removed them and I was constantly asked by police to have my vehicle removed as well and undertandable so . </p> <p>Nevertheless, the delay of M&F tow truck and the pressure of the police had forced me to ask one of the towing services to have the vehicle towed. Whilst the tow truck was hitching the vehicle resulted in quarrels between the tow truck drivers. The M&F tow truck driver kept approaching me in the ambulance insisting that I give him the copy of my licence and that I sign a document to tow my vehicle. MF asociations and partners!!</p> <p>He persisted that he will not leave until this happens. I then had a call from M&F call centre and besides explaining to the lady my condition and the delay of their tow truck, pressures from the authorities that I had asked one if the tow trucks to remove the vehicle. She still insisted that I allow their towing services to tow the vehicle threatening the risks etc. I was then constantly approached by the M&F tow truck driver to sign documents whilst in the ambulance. I didn't have the energy and became more tense pleading for them to leave me alone. </p> <p>M&F your pathetic service of firstly threatening your customers under circumstances was certainly in called for.To further be associated with tow truck vulges, doing everything to prey on innocent people is unacceptable!! There was pure arrogance inconsideration, lacking compassion about the well being of their customers. They were just concerned about their rules, who they allocate business to, etc. Never the interest in the well being of their insured. </p> <p>The row truck driver finally insisted and had the vehicle towed indicating that he had a reference number from MF. </p> <p>Thinking that this was the end of my ordeal of the reliability of M&F I was then faced with further challenges with the delay in processing the claim. The uns****ed, unproffesional and disrespectful agents had no clue on their responsibilities within. Each time I called for followup using the long unpleasant call awaiting system, was given the run around asking for me to speak to someone else in their department!!</p> <p>Unbelievable!!. I was levid I complained to the customer care department of which they appologisd and took blame. However this again continued despite the acknowledgement of blame.</p> <p>After numerous followups thereafter still fell on deaf ears. I tried calling the service centre a number of times, besides the long list of questions asked to direct your call, followed by music, in hope that someone answers. By "miracle" I finally got through. I was given a name of a contact person handling my matter. </p> <p>They tried putting me through, expectedly the call went answered. Following the same process tried again for days and she still never answered nor returned the calls. </p> <p>The car hire company was in the meantime calling for me to return the loan vehicIe. I was becoming highly concerned and given what I have been through, thought that I would now not have transport to work.</p> <p>After leaving numerous messages, I was 'blessed' with a call from a lady and she said that 'my side 'of the mater is "sorted out" ? What side I asked!!! so she said she processed the claim and that I must speak to someone else rearding the lease extension of the car. So I asked which company is the lady from?, she responded saying she's from M&F. This is unbelievable and a joke!!. </p> <p>Anyways after raising my voice, the matter was handed to the assessor. If one thinks this was enough then comes the assessment of the vehicle. The assessor requests electronic pics to assess the damages. Noting that the damages were to the back and front bumpers,nudge bar(beyond repairs), side bar, radiator, etc...etc. So I recieved an offer which will only allow me to repair the front bumper if I was lucky. </p> <p>This was redicous that I needed to replace the back/ front bumpers, nudge bar, excluding other damages for this amount. I knew the assessment was incorrect and made contact with him. </p> <p>He apologised and said some parts were not taken into account. He will reassess and submit another offer. I then recieved another offer still far too low on what needed to be repaired.</p> <p>The damages were far too extensive on my VW Amarok to warrant this low amount. I was still not comfortable and requested the breakdown of the offer. </p> <p>This is absolutely ridiculous. I am very certain that the process that they are using is inaccurate. Either that or s****s issue on how to perform the task.</p> <p>So the question is where are the assessors that comes to site and physically inspect the vehicles!! The costs of insurance never came down whilst M&F cuts on human resources. Besides the costs have constantly risen coupled by shoddy service delivery and uns****ed staff. The inaccuracies in the system they use is highly questionable. It is easily manipulated and the outcome aeems to be based on the moods of the assessor. How then can one explain such descrepanies and errors. Is it that the assesors are there to cheat the innocent customers to the benefit of the company! Cant help wondering....</p> <p>MF where is the great image you once portrayed.!!!! This is certainly not good to sustain your business especially with the competition out there. I have been loyal for over 25 years together with many out there and to be treated in this manner requires that you seriously look at the management of your organisation that you get rid of the 'dead wood'. The non valuable, *********, disrespectful,inconsiderate non compassionate, unworthy and dis loyalties to allow efficiencies to be instilled with immediate effect, failing which many like myself will certainly walk away.</p> <p>I demanded the breakdown and to my surprise, not all the repairs were included as agreed..This is a serious insult and a mockery!! A lack of respect and integrity to its loyal customers. M&F has become highly unreliable and unrecomended. </p> <p>I'm hoping that someone looks into this matter and can own up to the blunders of the organisation. The outcome of this will either restore faith in the market or loose credibility. </p> <p>The go ahead was finally given on 7th April with a low amount resulting on me funding the balance from my pocket. The vehicle still remains at the panel shop for probably another 2 weeks.</p> <p> </p> <p> </p>