AF
Adnaan Fortuin-Allie
1 reviews | Active since Nov 2018
13 Nov 2018, 10:49
3rd party customers service non existent
So today I was on a 20 minute call to sort out an accident which happened 4 months ago.
Reports has been closed on numerous occasions and only to be reopened by another.
These consultants are not working together and not able to assist. I have been promised callbacks and emails, which never happened.
I was now asked to allow 60 days for this matter to be sorted.
Only to be told that is not the process.
I have a new car with a smashed front which is not being seen to.
I’m furious that no1 is taking an interest in this matter but as long as they can debt your account they Dnt care.
They not evens keeping the primary member of the insurance in the loop as to how they resolving the matter.
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Replies (2)0
Replies (2)
Oakhurst Insurance Company's replyOfficial
13 Nov 2018, 11:28Dear Adnaan
Thank you for contacting us.
Kindly note that our turnaround time for complaint investigation is 14 days. A consultant from our Resolutions Team will be appointed to deal with your complaint. The appointed consultant will communicate directly with you using the contact details we have on our records or as provided by you. A comprehensive response will be sent to you on completion of the investigation and feedback will also be posted on this platform.
We trust you find the above in order.
Regards
Oakhurst Resolutions Team
Regards
Oakhurst Resolutions Team
Oakhurst Insurance Company's reply13 Nov 2018, 11:28
Official
Dear Adnaan
Thank you for contacting us.
Kindly note that our turnaround time for complaint investigation is 14 days. A consultant from our Resolutions Team will be appointed to deal with your complaint. The appointed consultant will communicate directly with you using the contact details we have on our records or as provided by you. A comprehensive response will be sent to you on completion of the investigation and feedback will also be posted on this platform.
We trust you find the above in order.
Regards
Oakhurst Resolutions Team
Regards
Oakhurst Resolutions Team
Oakhurst Insurance Company's replyOfficial
06 Dec 2018, 11:24Dear Adnaan
We refer to your complaint posted on 13 November 2018 and wish to respond as follows:
An investigation was conducted and it was established that a claim was registered and you were requested to send specific documents in order to verify your claim.
An investigation was conducted and it was established that a claim was registered and you were requested to send specific documents in order to verify your claim.
There was a misunderstanding regarding that request as you later confirmed that you thought the documents requested were related to the third party that you had collided into.
The claim was closed at that point as it could not be left open indefinitely and would only be re-opened once the correct documents were received.
The insurer received a third party approach and same was relayed to you. You were further contacted for a follow-up regarding the outstanding documents, to which you advised that you decided to leave the matter and that you had the damages to your vehicle repaired.
We further confirm that the third party liability department is busy processing the third party claim and the final outcome will be relayed to them (3rd party) shortly.
Trust the above is in order.
Regards
Oakhurst Resolutions Team
Oakhurst Resolutions Team
Oakhurst Insurance Company's reply06 Dec 2018, 11:24
Official
Dear Adnaan
We refer to your complaint posted on 13 November 2018 and wish to respond as follows:
An investigation was conducted and it was established that a claim was registered and you were requested to send specific documents in order to verify your claim.
An investigation was conducted and it was established that a claim was registered and you were requested to send specific documents in order to verify your claim.
There was a misunderstanding regarding that request as you later confirmed that you thought the documents requested were related to the third party that you had collided into.
The claim was closed at that point as it could not be left open indefinitely and would only be re-opened once the correct documents were received.
The insurer received a third party approach and same was relayed to you. You were further contacted for a follow-up regarding the outstanding documents, to which you advised that you decided to leave the matter and that you had the damages to your vehicle repaired.
We further confirm that the third party liability department is busy processing the third party claim and the final outcome will be relayed to them (3rd party) shortly.
Trust the above is in order.
Regards
Oakhurst Resolutions Team
Oakhurst Resolutions Team