Poor customer service.

The most pathetic service. First, when I app**** for the policy. They addressed me as Mr. On Monday, I sent an email to find out what is the procedure to take my car for service so that they can pay. They sent me an automatic email response. Two days later there was no response. I had to call, and it was only when I asked if the lady was going to apologise for the pathetic service did the lady apologise.

I was informed to take the car to the dealer (which I did today), and they must send an email with a quotation. I took my car to the dealer at 7:00 am this morning. 6 hours later, MVIA had not yet authorised whether my car should be serviced or not.

The first email that was sent to them by Honda was at 9:04 and MVIA only responded at 11:22 asking for proof of my previous service. My question is why did they not ask for that on the day I called? When I called (which takes 15 minutes, whilst listening to their lies), a lady by the name of Anthea answered and was very disinterested, at some point she told me that I was wasting time, and still didn’t have a solution. She told me that they use a queuing system, in 2022?

Two questions, why did they not respond to my initial email about procedures? Why didn’t they ask for proof of my previous service when I called on Wednesday?

She could not assist me, I called their customer service and Tara, she was worse, at some point she told me I must stop shouting at her. None of them apologised for the inconvenience that this was causing on my part. I hung up because it was getting out of hand.

I called claims again and spoke to Tharwa, this one seemed to have my interest at heart. She even went and spoke to the assessor; it was whilst while I was talking to her that it looked like we were going somewhere. By the time I finished talking to her, it was 14:00 pm and my car was still not serviced, and no authorisation was done. She made me aware that when authorisation has been granted, I could use it on another day as I told her I needed to use the car by 15:00 pm. To my surprise, she informed me that the invoice should be sent before 13:00 pm for the payment to be processed. They have a queuing system that takes the whole day, however, they have a time frame for others. How is that so?

As if that was all, the dealer called at 14:25 pm and told me that they are not paying the full amount. The quotation is R3 769. 86 and they are only paying R2 400. 97. I am paying these people R558 .50 every month and I have never missed a payment. I started with them in January and the amount I have paid thus far is way more than R2 400. 97. What is the reason for them not paying all the money especial after sending me from pillar to post today? If I did not call, they were not going to process this claim. Can they please pay the full amount for the inconvenience they have caused me today?