SERVICE DELIVERY

On the 24th of April 2018 during some heavy rain we had damaged to my property, I registered a claim with the Nedbank Insurance on the 26th, ref no: C ********** 917425,I was informed that a fee of R1000,00 must be paid as part of the contract, I received via email a document confirming the claim dated 26 April 2018. They sent out a contractor to asses the damage on the 2nd of May, they inspected my property and took photographs. on the 5th of May I phoned them again and requested feedback, I held on for approximately 10 minutes, to get the answer that they have not heard of the contractor and were told that the claim will be escalated, I phoned again on the 9th holding on for approximately 12 min still with no acceptable answer. The same day I laid an complaint with the complaints department, Ref. no: ********** 3. For the ladies privacy I will not mention her name, I was contacted by a new contractor and an appointment was made for the 14th, he arrived and inspected the property on the day and told me that the insurance will come back to me with a answer. When I laid the complaint I informed the person that I spoke to that there are a legal binding contract between me and the bank, I also told the person that the premium is deducted every month on time and that they (insurance) are not keeping up with their part of the contract, I also stated that I am not willing to pay the amount anymore due to the fact that they are not keeping their side of the contract, the lady that spoke to me on the phone told me that she will discuss the matter with management. I phoned her personal landline on Monday 14 May several times but with no answer, on Tuesday I phoned her landline again and she told me that she has no answer for me about the R1000,00 access that need to be paid. This afternoon at 15:21 the number ********** 222 again explaining the situation and held on for an answer for 16 minutes and 28 seconds to be told that the operator can not get hold of a manager/supervisor to assist me in the claim mentioned above. I fail to understand that big companies has got no worries about contracts (which is legal binding) and abiding by them, but when I as an individual DO NOT COMPLY with the contract lawyers letters are sent to an individual. I also fail to understand that it has been 21 DAYS since the claim has been registered and NO ACTION WAS TAKEN TO REPAIR MY PROPERTY YET. YOU HAVE OUTSHINED YOURSELF AS ONE OF THE BIGGEST BANKS/INSURANCE COMPANIES IN OUR COUNTRY WITH FAILURE OF PROVIDING A SERVICE AS STATED IN THE CONTRACT THAT HAS BEEN DRAWN UP BY YOUR ESTABLISHMENT. Thank you for your non exciting service.