The Waiting, The Impatient and The Never-Ending Lies

<p>To whom it may concern</p> <p>I am writing this letter as a complaint with regards to the poor service I have recently received from your firm. I am not a client with your firm myself; I have only made a third party claim through a recent accident. However, the poor service quality has only discouraged further communication or recommendations with your firm.</p> <p>I was in a motor vehicle accident on Monday, 14 March 2016. One of your client’s drove into my car at an intersection in Stellenbosch. After battling to get the relevant information from your client, I received the necessary information towards the end of March 2016 in order to make a third party claim from your firm. I was given the reference number ( ********** 10) to use for all correspondence between myself and a representative from your firm. Only after I had made the effort to get the necessary quotes from the panel beaters and I had to send the relevant information off to a representative from your firm, it came to my attention that the representative that I was dealing with, Marche Botes, was in the Johannesburg branch. None the less, we made contact and all the information that was required from me was sent through to her.</p> <p>On 9 May 2016 I received an email with all the final information that had been sent through by myself and from the client of your company. It was confirmed that the claim would be processed and supposedly dealt with within 60 (sixty) working days. On 31 May 2016 I contacted Marche Botes to find out about the process of the claim, because by then no one had asked for any more details or communicated with me. </p> <p>Firstly I was told that Marche Botes was no longer working for the firm. I assumed that the claim was passed onto someone else; however, I was told that there was no record of my claim or any documents that I had sent through in the last few months. There was no record of any other correspondence and therefore no one could help me with the progress of this claim. I felt severely discouraged at this stage, because my car is not suitable for driving at this stage and I would have liked to deal with the matter as soon as possible. I made contact with the Amina Ebrahim at the Cape Town office to see if she could assist me with more details regarding the progress of my claim, she told me that my claim was assigned to Shaun Bassett. It so happens that Shaun Bassett was the representative I had spoken to earlier in that day, who had no record of my claim.</p> <p>I made more phone calls to Shaun Bassett’s offices, which lead me to find out that he was constantly busy or unavailable. Eventually I spoke to him and I was told to send my information through to him again. I did so. There was no confirmation of the receipt of the information. For the rest of the week when I phoned there was no progress and no answer from anyone regarding my claim. </p> <p>I took the matter one step further and attempted to phone the customer care line to complain. The first time I held for almost 15 minutes and the second time I was told that there was no one in the third party office complaints division, they were all on lunch - this specific fact is unacceptable on its own, because shouldn’t there be someone to assist clients at all times of the day?. For the rest of the week when I tried to contact Shaun Bassett directly, he was never available or constant promises were made that they would get back to me – no one ever did.</p> <p>It was only yesterday, 6 May 2016, that I phoned constantly and I was told that my claim was not sent through for some reason. However, your client’s car had already been fixed. Today, 7 May 2016, I have once again heard nothing from anyone regarding my claim’s progress.</p> <p>I am utterly and inexcusably disappointed in the service I have received thus far. I feel that I, a third party claimer, should be treated even better that your own clients because I need to be persuaded to join your firm for my insurance needs. At this stage, I do not believe that I would ever recommend your firm to anyone; all that I can give them are stories of my terrible experience. I am also disappointed that all correspondence had to be initiated from my side and had to be made at my expense. Endless phone calls and phone calls where I constantly have to hold are a problem for me, because nothing has been resolved to this day. It has been 85 days since my accident and I am stranded because of your firm’s representative’s lack of correspondence and etiquette.</p> <p>I would have preferred a situation where I was fully compensated as soon as possible or where the compensation process was made easier on my part, because the situation was already so traumatic.</p> <p>I sincerely hope that you look into the matter. I would also hope for my claim to be dealt with as soon as possible, seeing as I have only had unpleasant experiences with this firm.</p> <p>A very disappointed,</p> <p> </p> <p>Anelle Odette Gordon</p> <p> </p> <p>Today is 13 June 2016. I have heard nothing from the complaints department, whom I sent this complaint to, who also said they would get back to me within 2 days. I have heard nothing from Mutual and Federal either. I am sick and tired of waiting and holding the line.</p>