1 reviews | Active since Dec 2015
Urgent: Concerns Regarding Unprofessional Handling of Insurance Claim
I am writing to formally express my concerns regarding the handling of a recent claim under my policy with Old Mutual Insure. I have been a loyal customer for over 30 years, with fewer than ten claims, all of which have been for relatively small amounts. However, the current situation regarding my claim has raised serious issues that I believe warrant immediate attention and resolution.
Approximately three weeks ago, our home was subjected to a break-in, resulting in the theft of personal items and damage to our palisades. In accordance with standard procedure, I promptly contacted OMI to report the incident. I provided the necessary documentation, including quotations from local businesses, a police case number, photographs of the damage, and a total estimated repair cost of R9980.00.
Subsequently, I was contacted by the assigned assessor, Mr. Petros Motsweni, who presented me with a document labeled as an "Agreement of Loss." This document was highly concerning, as it appeared to be a *****ulent and unprofessional MS Paint-edited version. The initial amount offered for settlement was R5600, but the breakdown provided by Mr. Motsweni totaled R7280, which is clearly inconsistent with the amount on the Agreement of Loss document.
Upon raising these discrepancies and inquiring about the materials for the palisades repair, I was sent another altered Agreement of Loss document, this time for R8344.71. Mr. Motsweni's justification for the reduced amount was that he could obtain the materials for a lower price from suppliers in a larger city, despite our location being a small town with limited access to hardware shops and qualified repair personnel. This reasoning is not only unreasonable but also unsubstantiated, given the circumstances.
It has now been over three weeks since the initial claim was submitted, and the handling of this matter continues to be delayed due to what can only be described as avoidable complications. I am disappointed by the lack of transparency, the apparent disregard for customer service, and the refusal of OMI to return my calls or provide a satisfactory explanation for these irregularities.
As a long-time and loyal customer, I am deeply frustrated by the unprofessional conduct of the claims handling process. I request that this matter be escalated to a senior representative for immediate review and resolution. I expect a clear and transparent explanation regarding the inconsistencies in the documents provided, as well as a fair and reasonable settlement for the damages incurred.
I look forward to your prompt response and a swift resolution to this matter.
During the subsequent call, I was made to listen to a conversation between Lenabo and the assessor, Petros. Despite it now being three weeks since my claim was submitted, Petros has yet to contact me directly. I was once again assured that he would call me back, but unsurprisingly, this has not happened.
What is particularly concerning is the number of administrative errors throughout this process. Even after multiple emails, they didn't even know my name(Wynand and it's Werner), and my residential town has been incorrectly recorded as Cape Town—over 1,100 km away from my actual location. These mistakes, combined with the lack of communication, reflect a concerning level of unprofessionalism.
As a client of OMI for over 30 years, I expected significantly better service. I urge you to address this matter immediately and provide a resolution without further delay.
During the subsequent call, I was made to listen to a conversation between Lenabo and the assessor, Petros. Despite it now being three weeks since my claim was submitted, Petros has yet to contact me directly. I was once again assured that he would call me back, but unsurprisingly, this has not happened.
What is particularly concerning is the number of administrative errors throughout this process. Even after multiple emails, they didn't even know my name(Wynand and it's Werner), and my residential town has been incorrectly recorded as Cape Town—over 1,100 km away from my actual location. These mistakes, combined with the lack of communication, reflect a concerning level of unprofessionalism.
As a client of OMI for over 30 years, I expected significantly better service. I urge you to address this matter immediately and provide a resolution without further delay.
