DO NOT! I repeat DO NOT INSURE YOUR VEHICLE WITH NEDBANK

The worst service experience I have gone through and I have had many many unpleasant experiences in South Africa.

I was in a car accident and registered my claim on the 17th of October. I completed the accident report at the police station and sent the details of the accident, with pictures and my AR number to the Nedbank claims email address. I contacted the call centre on the 18th to find out what was happening, and they advised an assessor will view the car and get back to me. I did not receive any communication from the Nedbank claims team regarding the assessor’s report and I did not receive a claim number, I contacted the call centre on the and asked for an update and I was advised the assessor has not yet finalised the report, but admin is captured on Mondays and Tuesdays, and she will get my claims consultant to contact me. I asked who my CC is, and she advised no one has been allocated but it should be allocated on that day, and they will call me back. I then waited a week for feedback, and I did not receive any, not even an email with confirmation of my claim. I then called in on the 31st of October for an update and was advised that my car has been written off and I need to provide a settlement letter, I received the letter on the 1st and emailed it through using my ID as a reference as I still had no communication or claim number from Nedbank. I followed up on Thursday the 2nd where I spoke to another consultant who provided me with my claim number and said she would help me with my claim but “after hours” (like she was doing me a favour). She advised she will send the settlement letter to management for approval and then get back to me. I waited another week without any feedback and then called on the 8th in the morning and got through to the same consultant and asked for an update, she told me to hold the line without any reason and kept me on hold for over an hour without getting back to me at all. The line eventually cut and when I called back, I had to wait another 40 minutes to speak to a different consultant who just told me the other consultant is working on the claim and will get back to me as there are no updates on the system. Eventually the consultant sent me an email saying the AR number is incorrect and she cannot validate my claim without any other details. I called the police station to find out what was happening, and they advised there was a filling issue where the charge officer skipped a number and gave me the wrong AR number but they fixed it and my AR number is is now correct and all the insurance needs to do is call back to confirm. I sent this update via email to the consultant and she did not respond or call the Police Station and then I laid a complaint with Nedbank. I then called in on the 9th to find out if the claim had been validated and got through to another lady who called the police station and confirmed the AR number, she advised she has validated the claim and sent to management for approval. I called in on Tuesday the 14th and the consultant advised the claim has been pre-approved but not finalised and she will get my claims consultant to call me. I have still not been contacted; I do not have any comms from the Nedbank claims team other than the claim number I had to ask for after 10 days of the claim being registered.

The service is appalling