Poor service received from Mutual & Federal

<p>Good day,</p> <p> </p> <p>I refer to my claim number - ********** 31.</p> <p> </p> <p>Claim was registered last week with our Broker and was done very professionally.</p> <p> </p> <p>We know our broker is closed for the holidays and therefore I called M&F directly to follow up on the cellphone claim.</p> <p>I was told that they can't assist me without the claim number - eventhough I explained to them that I was on leave and that the claim number is on my e-mail at the office.</p> <p>After numerous calls I finally managed to obtain the claim number and then spoke to Jo-anne in the non-motor department. She confirmed that Sineshan was dealing with the claim and that the claim was diarised for payment - 28/12/2016. She also confirmed that payment would be released on Wednesday.</p> <p> </p> <p>Seeing that M&F bank with Nedbank - payment should have reflected in our account today, but to no avail. I then called M&F again and followed up with Sineshan, just to be advised that payment is still with his manager for authorisation.</p> <p> </p> <p>I called again and requested to speak to his manager and was put through to Adeline, whom didn't even listen or give me a change to explain reason for my call just said same would be done only today. I then advised her to "hold her horses" and give me a change to explain why I am following up with her.</p> <p> </p> <p>She advised me that payment was only requested today and not Wednesday as we were informed, when I requested why the delay - she said she will need to follow up with Sineshan.</p> <p> </p> <p>This is crazy!!! I also work in the insurance industry and I fully understand that in the holiday time there is limited staff, but were is the customer service? What about keeping your clients happy? How does it take them more than a week to make a payment on a cellphone claim?</p> <p> </p> <p>Very dissatisfied client.</p> <p>Thanks,</p> <p>Heleen</p>