Appalling Customer Service

I will await further communication. May I ask why during the claims process you don't communicate to clients via e-mail but only telephonic and sms? I feel that this creates a he said she said kind of situation where with an e-mail everything is written down for all to see.

This is ridiculous. I just received a call from Oakhurst asking for my personal information. They are asking for my company CK documents, Proof of Purchase for the vehicle, Invoice, EFT Transactions, they even went as far as checking my credit history as if I'm applying for credit. This is the worst claim process I've ever had to go through. Bear in mind that the vehicle is a business vehicle and the insurance premium is deducted from the business account every month. The lady further told me that if I don't supply what they are looking for they will delay the claim and even cancel it. They are looking for all reasons not to pay, please be careful with Oakhurst, I've lost all my trust and respect for this company.

This is unbelievable. I was told that the claim was sent for verification because of lack of information from the driver. The outcome of the claim is a rejection and the reasons are that I was dishonest about judgments which I was not even aware of. Even if I knew about the judgments, how do judgement against me as an individual affect insurance taken under a company covering a company asset and the company driver? This needs to be exposed.

Now they are trying to soften this mess by sending me e-mails telling me that there is an internal complaints process and offering to keep the vehicle at their storage for the duration of the dispute. I will use all platforms to expose everything about this company. They take peoples's hard earned money and find everything to avoid paying out when time comes for them to payout. This is going far.

Now that the claim has been rejected I asked for the recordings which Oakhurst promises to make available at your request. The first recordings that I received were a select few and none of the recordings that I requested. I requested again and the person who promised to send me the recordings told me that she can't help me and referred me to someone else to assist me. The person who was supposed to assist me called me yesterday and promised to send me all recordings as I had requested. I was very shocked to receive some of my recordings together with 2 other clients recordings. This is so unprofessional. Our sensitive information is not safe with this company. I made a request for all recordings and trip reports again and I haven't received any response up to now. All I received was a letter confirming that the policy has been cancelled. This insurance company is playing with people.

After sending a second SMS to the CEO Mr Brad Hogan I received communication from the Oakhurst Legal Department telling me that I should communicate via them and not send smss to the CEO. The CEO also responded saying that he has nothing to do with claims and that he will forward my message on. Today I received a response from the same legal department telling me that they have concluded their investigations and that the verdict of declination of claim still stands. What is strange is that they had previously told me that they would not investigate the matter further as I had told them that I already lodged the matter with the Ombudsman. In their reply they mention that the Ombudsman has not acknowledged the receipt of my complaint but I have a letter dated 24 August 2018 acknowledging receipt of my complaint and an sms dated 27 August 2018 stating that the matter is with a case manager at the Ombud. In their response there is no mention of anything about the company being a separate legal entity. There is also no detail of how they went about investigating the matter and no questions were asked from me to seek clarity. They simply went with what was concluded by their verifications department and concluded from that point of view. To me this is an attempt to sweep the matter under the carpet by trying to blindfold me into thinking that the matter was given attention. I am not stupid and I will continue fighting until I get what is due to me. There is no easy way out of this one.

Can you believe that its 9 months and this matter is still not resolved. The vehicle is still with Oakhurst as they cannot give me the vehicle with all the parts. They also never paid my premiums back as promised upon rejection of claim. They also ignore my e-mails when I request all the recordings.

Dear Oakhurst, I find it rather strange that your explanation is that there was a delay. What was the reason for a delay of almost 9 months? Also, my complaint clearly mentions that the vehicle is still in your possession with missing parts and you have not rep**** to this. My feeling is that you do not care about your customers but only care when you are signing up because its business to you. You are not even considering the fact that the vehicle is a business vehicle and there is loss of business for almost 9 months. This is very poor. Regards, Lungisa Nqabeni