ZN
Zama N
1 reviews | Active since Mar 2019
12 Dec 2022, 12:34
Nedbank insurance the call back kings of insurance.
the worst insurance ever, to date am awaiting a call from a relationship manager just to change my address. Don't get me started on the claims department or process.
today is the 12/12/2022 and i have already spoke to 7 agents who all have tried transferring me to the claims department with no success. the 1st agent i spoke to offered a call back when asked what department he was in i was told im being transferred to the correct 1 but he never stated what department his from. all agents never stated what department they from.
the only service i have been given is a promised of a call back that never happens. i have yet to change my address as no agent in the customer service side is able to do so. i have yet to make a claim as my car hasn't been drivable since this weekend from a pothole. i have tried chatting on the website and still awaiting feedback as email response had no claims options on it just the response times for other options like your life cover , settlements.
i have had 2 claims that took 3 weeks each to get a approved, if you have vehicle finance with MFC i would not recommend you using their insurance (nedbank or MFC) as the service is terrible. their agents aren't assistive as everyone is trying to transfer you somewhere else.
1 agent in the claims department went as far as telling that "I pay insurance to get my car fixed cheaper even though someone else bumped my car" and told me the excess must be paid before they fix it but the 3rd party that bumped me might be found someday. But they priority is fixing my car after 3 weeks.
this is
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Zama N's updateReviewer Update
15 Dec 2022, 02:46Hi
I have had the worst experience being a new driver, to date with your insurance I have had no help in any of the incidents I have had, when at a accident scene agents have transferred me to different departments while trying to log a claim and that didn’t happen, I had to call in numerous time to get assistance and the saddest thing is I had the same agent log all 3 claims I’ve called in for.
When logging these claims I found out that a voluntary excess was added to my profile without me adding it (I was told by the sales agent that voluntary excess was part of my excess) I did not include any voluntary excess when running the quote on hippos website as it doesn’t have that option.
When talking to the claims manager he then listened to the call as part of a complaint (I would attach a copy but I wasn’t sent anything about the complaint) the manager then told me that my schedule has been changed and my basic information excess has been corrected to 5000 from 2500. When I asked for a copy of the call to be sent to me it was sent in a format that I can not listen to as it’s not a recognised format on my devices. The complaint was then resolved without us discuss any points about the complaint. I was also told that for the 2 claims I have put through the voluntary excess will be removed but the undated schedule I have been sent showing the basic excess as 5000 now still has the voluntary excess that was removed on the claims.
Which I feel is incorrect as they have agreed to remove it from the claims.
I have called to change my address 4 times in the last month and 1 agent told me a relationship manager will be in touch to process it but no agent or person had called me. The 2nd agent stated they having an error show up so they will arrange a call back once they know what’s wrong and nothing as well. The 3rd agent was able to help but has also had the same issue and stated they will have their back office admin take a look into it.
I have cancelled the 1st two claims as the service level was very disappointing as they took over 3 weeks to process 1 claim and expected both claims to be paid making the total 8000 instead of 11000 with the voluntary excess.
I write this with a heavy heart as nothing has been done and the benefits I thought I had with the policy are a lie, with the quotation call I remember asking the agent for tyre and rim cover and the agent added it as car accessories instead of giving me the additional cover. I now have a pothole claim and no benefit for my rims and tyres.
The experience speaks volumes and I’m not sure how to go about it currently but if you check there should be 2 complaints and you’ll see at no point was I contacted to understand why I’m complaining besides the claims manager who updated my policy as a resolution and told me what will happen, but couldn’t state who added the voluntary excess and that my basic excess will be increased.
The tyres and rim benefit was added incorrect as something else, as all tyres and rims are standard on my car, when seeing the schedule nothing was thought to be wrong but today I found out the agent added them thinking they were not standard.
With every claim I find something new about my insurance as if I didn’t ask any questions when taking it up.
Please send me the sales call in a mp3 format so I can listen to what was discussed. Please also listen to all call made as every time I called I have my details to all agents to check and transfer me that should show you how many people I have spoke to and nothing has happened.
I have had the worst experience being a new driver, to date with your insurance I have had no help in any of the incidents I have had, when at a accident scene agents have transferred me to different departments while trying to log a claim and that didn’t happen, I had to call in numerous time to get assistance and the saddest thing is I had the same agent log all 3 claims I’ve called in for.
When logging these claims I found out that a voluntary excess was added to my profile without me adding it (I was told by the sales agent that voluntary excess was part of my excess) I did not include any voluntary excess when running the quote on hippos website as it doesn’t have that option.
When talking to the claims manager he then listened to the call as part of a complaint (I would attach a copy but I wasn’t sent anything about the complaint) the manager then told me that my schedule has been changed and my basic information excess has been corrected to 5000 from 2500. When I asked for a copy of the call to be sent to me it was sent in a format that I can not listen to as it’s not a recognised format on my devices. The complaint was then resolved without us discuss any points about the complaint. I was also told that for the 2 claims I have put through the voluntary excess will be removed but the undated schedule I have been sent showing the basic excess as 5000 now still has the voluntary excess that was removed on the claims.
Which I feel is incorrect as they have agreed to remove it from the claims.
I have called to change my address 4 times in the last month and 1 agent told me a relationship manager will be in touch to process it but no agent or person had called me. The 2nd agent stated they having an error show up so they will arrange a call back once they know what’s wrong and nothing as well. The 3rd agent was able to help but has also had the same issue and stated they will have their back office admin take a look into it.
I have cancelled the 1st two claims as the service level was very disappointing as they took over 3 weeks to process 1 claim and expected both claims to be paid making the total 8000 instead of 11000 with the voluntary excess.
I write this with a heavy heart as nothing has been done and the benefits I thought I had with the policy are a lie, with the quotation call I remember asking the agent for tyre and rim cover and the agent added it as car accessories instead of giving me the additional cover. I now have a pothole claim and no benefit for my rims and tyres.
The experience speaks volumes and I’m not sure how to go about it currently but if you check there should be 2 complaints and you’ll see at no point was I contacted to understand why I’m complaining besides the claims manager who updated my policy as a resolution and told me what will happen, but couldn’t state who added the voluntary excess and that my basic excess will be increased.
The tyres and rim benefit was added incorrect as something else, as all tyres and rims are standard on my car, when seeing the schedule nothing was thought to be wrong but today I found out the agent added them thinking they were not standard.
With every claim I find something new about my insurance as if I didn’t ask any questions when taking it up.
Please send me the sales call in a mp3 format so I can listen to what was discussed. Please also listen to all call made as every time I called I have my details to all agents to check and transfer me that should show you how many people I have spoke to and nothing has happened.
ZN
Zama N's update15 Dec 2022, 02:46
Reviewer Update
Hi
I have had the worst experience being a new driver, to date with your insurance I have had no help in any of the incidents I have had, when at a accident scene agents have transferred me to different departments while trying to log a claim and that didn’t happen, I had to call in numerous time to get assistance and the saddest thing is I had the same agent log all 3 claims I’ve called in for.
When logging these claims I found out that a voluntary excess was added to my profile without me adding it (I was told by the sales agent that voluntary excess was part of my excess) I did not include any voluntary excess when running the quote on hippos website as it doesn’t have that option.
When talking to the claims manager he then listened to the call as part of a complaint (I would attach a copy but I wasn’t sent anything about the complaint) the manager then told me that my schedule has been changed and my basic information excess has been corrected to 5000 from 2500. When I asked for a copy of the call to be sent to me it was sent in a format that I can not listen to as it’s not a recognised format on my devices. The complaint was then resolved without us discuss any points about the complaint. I was also told that for the 2 claims I have put through the voluntary excess will be removed but the undated schedule I have been sent showing the basic excess as 5000 now still has the voluntary excess that was removed on the claims.
Which I feel is incorrect as they have agreed to remove it from the claims.
I have called to change my address 4 times in the last month and 1 agent told me a relationship manager will be in touch to process it but no agent or person had called me. The 2nd agent stated they having an error show up so they will arrange a call back once they know what’s wrong and nothing as well. The 3rd agent was able to help but has also had the same issue and stated they will have their back office admin take a look into it.
I have cancelled the 1st two claims as the service level was very disappointing as they took over 3 weeks to process 1 claim and expected both claims to be paid making the total 8000 instead of 11000 with the voluntary excess.
I write this with a heavy heart as nothing has been done and the benefits I thought I had with the policy are a lie, with the quotation call I remember asking the agent for tyre and rim cover and the agent added it as car accessories instead of giving me the additional cover. I now have a pothole claim and no benefit for my rims and tyres.
The experience speaks volumes and I’m not sure how to go about it currently but if you check there should be 2 complaints and you’ll see at no point was I contacted to understand why I’m complaining besides the claims manager who updated my policy as a resolution and told me what will happen, but couldn’t state who added the voluntary excess and that my basic excess will be increased.
The tyres and rim benefit was added incorrect as something else, as all tyres and rims are standard on my car, when seeing the schedule nothing was thought to be wrong but today I found out the agent added them thinking they were not standard.
With every claim I find something new about my insurance as if I didn’t ask any questions when taking it up.
Please send me the sales call in a mp3 format so I can listen to what was discussed. Please also listen to all call made as every time I called I have my details to all agents to check and transfer me that should show you how many people I have spoke to and nothing has happened.
I have had the worst experience being a new driver, to date with your insurance I have had no help in any of the incidents I have had, when at a accident scene agents have transferred me to different departments while trying to log a claim and that didn’t happen, I had to call in numerous time to get assistance and the saddest thing is I had the same agent log all 3 claims I’ve called in for.
When logging these claims I found out that a voluntary excess was added to my profile without me adding it (I was told by the sales agent that voluntary excess was part of my excess) I did not include any voluntary excess when running the quote on hippos website as it doesn’t have that option.
When talking to the claims manager he then listened to the call as part of a complaint (I would attach a copy but I wasn’t sent anything about the complaint) the manager then told me that my schedule has been changed and my basic information excess has been corrected to 5000 from 2500. When I asked for a copy of the call to be sent to me it was sent in a format that I can not listen to as it’s not a recognised format on my devices. The complaint was then resolved without us discuss any points about the complaint. I was also told that for the 2 claims I have put through the voluntary excess will be removed but the undated schedule I have been sent showing the basic excess as 5000 now still has the voluntary excess that was removed on the claims.
Which I feel is incorrect as they have agreed to remove it from the claims.
I have called to change my address 4 times in the last month and 1 agent told me a relationship manager will be in touch to process it but no agent or person had called me. The 2nd agent stated they having an error show up so they will arrange a call back once they know what’s wrong and nothing as well. The 3rd agent was able to help but has also had the same issue and stated they will have their back office admin take a look into it.
I have cancelled the 1st two claims as the service level was very disappointing as they took over 3 weeks to process 1 claim and expected both claims to be paid making the total 8000 instead of 11000 with the voluntary excess.
I write this with a heavy heart as nothing has been done and the benefits I thought I had with the policy are a lie, with the quotation call I remember asking the agent for tyre and rim cover and the agent added it as car accessories instead of giving me the additional cover. I now have a pothole claim and no benefit for my rims and tyres.
The experience speaks volumes and I’m not sure how to go about it currently but if you check there should be 2 complaints and you’ll see at no point was I contacted to understand why I’m complaining besides the claims manager who updated my policy as a resolution and told me what will happen, but couldn’t state who added the voluntary excess and that my basic excess will be increased.
The tyres and rim benefit was added incorrect as something else, as all tyres and rims are standard on my car, when seeing the schedule nothing was thought to be wrong but today I found out the agent added them thinking they were not standard.
With every claim I find something new about my insurance as if I didn’t ask any questions when taking it up.
Please send me the sales call in a mp3 format so I can listen to what was discussed. Please also listen to all call made as every time I called I have my details to all agents to check and transfer me that should show you how many people I have spoke to and nothing has happened.