Nedbank Car Insurance - Horrible Experience - Claim Number ***

Nedbank Car Insurance - Horrible Customer Service

I refer to my claim number ***.

Summary of events and details of the unprofessional service, no care for customers.

Date of accident - 24th December 2023

Finalise of capture of claim with Nedbank Car Insurance - 29th December 2023 First response and communication from the claims department, after numerous attempts of calls and follows - 11 January 2024

My claim consultant - Lerato Mthembu

Follow up from me to Lerato on 12 January 2024 asking on the way forward and when my claim would be finalised. Her response was that they are in the processing of finalising the administration of the claim and I will receive feedback on the 16th of January 2024. Which was UNTRUE.

She then requested more information from me on the 15th of January 2024, which I then provide.

16 January 2024 - no feedback (nothing from Nedbank Claims) - norm behaviour during this whole process.

17 January 2024 - I followed up to request assistance and feedback on my claim - again NO FEEDBACK nor RESPONSE from the claims consultant (Lerato Mthembu)

18 January 2024 - consultant advise me she will make contact and then advise me that the claim has been approved. It will now move to the panel beaters (Auto Body Works)

19 January 2024 - I made contact with the panel beater and they advise me that the approval has not been given. Not surprised, again wonderful service from Nedbank claims.

25th January 2024 - received a call and a 2-page document from the panel beater to advise me that i need to sign a waiver form that they use non-genuine parts as approved by Nedbank Claims. PLEASE note, at the beginning of the claims process on the 29th of December 2023, I advised Nedbank Claims that my vehicle is still under warranty, and I will lose my warranty if I fit nongenuine parts. Again, norm behaviour from Nedbank Claims.

I then advise my consultant Lerato, of this and said she must approve genuine VW parts.

26th January 2024 - I followed up with her and submit proof of my warranty and a letter from VW advising them to use genuine parts or I run the risk of losing my warranty. NOTE - 25TH & 26TH January 2024 remained UNANSWERED.

29th January 2024 - Followed up with the claim's consultant, her response "waiting feedback from management". I don't know what customer service means in the context of Nedbank claims, this communication was unprofessional, nor did it provide any transparency on the way forward. It makes me wonder how the staff is being trained within the company or is just this way we are treated as paying customers.

Follow up emails to my consultant Lerato, 30th Jan, 01 Feb and 5th Feb 2024, no feedback. NOTHING AT ALL from her nor Nedbank.

NOTE THIS IS NOW - 27 DAYS LATER AND MY CAR IS STILL STANDING WITH THE PANEL BEATER AND CLAIM IS NOT FINALISED NOR APPROVED FOR THEM TO FIX IT. I was advised by Nedbank that the claim will be finalise within 7 - 14 days.

HORRIBLE EXPERIENCE HORRIBLE CUSTOMER SERVICE UNPROFESSIONAL NO CARE FOR YOUR PAYING CLIENTS

06TH Feb 2024 - called the call centre and it is just a repeat of the old. They will follow up and get back to me.

Regards Soon to be ex Nedbank Car Insurance Holder Dimitri Mathews Claim number. ***