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Fidel T

1 reviews | Active since Jun 2016

12 Sept 2018, 18:37

FLY-BY-NIGHT With Too Many Issues

I got the quotes from PG Glass and KIA. I bought the glass for R2041 and took it to PG glass, they quoted me around R920 to fit it in. I sent through the documents to Insurance but their processes ended up taking days. Insurance said I could go ahead and they would then reimburse me the cash afterwards. Unfortunately I needed to get it done quickly as an emergency the following morning.

When the glass was fit, Oakhurst Insurance called me 2 days later to follow up. They then said they double checked my policy, and it was not a paid cash policy, it's a policy whereby they pay the money towards the service provider. The only problem was I was no longer in possession of my invoice as I didn't collect it after the job from PG Glass. I called them and they said they can't seem to find it. Insurance specifically wants the invoice, not the quotation anymore.

The second problem is They Paid out for the Glass that I bought from KIA, R2041.45 and the Excess was R500, final payment into my account was R1541.45. When I spoke with one of their agents who registered the Claim though and the person explained to me that the excess will be based on the 20% minimum of the price, so it doesn't mean I will pay R500. But the excess of R500 was app**** anyway.

I don't see why the insurance can't pay for the Glass Fitment with the quotation because it was them who advised me to get it done, If there was an error in understanding terms of payment, it was their own doing not mine. The initial discussions with the claims consultant was for me to submit the quotations and they will pay out. If this was a Cash settlement basis then why am I not being given all the money on the basis of the total repair cost as per quotations? I was given for one part of the expenses and not the other.

I sent an email to their complains department, and all I got as a 'complaint resolution' was an arrogant email that highlighted specifics of my policy from: Pam Koloti (Complaints Liaison), who hardly understood the problem. I attempted to explain where the problem was coming from again, but Her arrogant email was the last straw for me. She was hell bent of highlighting policy wording instead of solving the issue. They're just *****!

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Replies (6)
Oakhurst Insurance Company
Oakhurst Insurance Company's reply14 Sept 2018, 14:09
Official

Dear Fidel

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

Oakhurst Insurance Company
Oakhurst Insurance Company's reply14 Sept 2018, 14:09
Official

Dear Fidel

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

Oakhurst Insurance Company
Oakhurst Insurance Company's reply20 Sept 2018, 15:27
Official

Dear Fidel

We confirm that all quotations are subject to assessment. You elected a Comprehensive (Cash Settlement Only) cover and were indemnified by your Insurer based on what they would have spent on repairs to your vehicle at their preferred suppliers/repairers. The excess applicable on your Comprehensive (Cash Settlement Only) cover were correctly app****. We refer you to your excess structure as specified in your Policy Schedule and confirm the R 500.00 minimum excess is applicable on your claim.

We confirm the payment that was made constituted as full and final settlement of your claim. Your claim was finalised as per the terms and conditions of your policy. As such, you will not be reimbursed for the expense you have incurred without an invoice.

Regrettably, taking the above into consideration we cannot fault the Insurer's decision herein.

We trust the above explanation would suffice.

Oakhurst Resolutions Team

FT
Fidel T's update20 Sept 2018, 18:52
Reviewer Update
The terms: "Insurer based on what they would have spent on repairs to your vehicle at their preferred suppliers/repairers", those words are shady, given that I used a repairer who was recommended by insurance. So what's the argument there? You fail to understand my problem here. The matter turned out this way because I was informed during a telephonic conversation that I should forward the quotes and I'll be reimbursed based on the quotations, after which I can go choose to get it fixed wherever. Now you you're resorting to contractual technicalities. It's pathetic like the rest of the insurance companies that don't care about their customers so long as they can find some loophole to avoid even paying a couple of 100's. I was not hoping or expecting anything different. Why don't you pull out telephonic conversations and we can talk about that. Otherwise, No thanks for your useless response.
Oakhurst Insurance Company
Oakhurst Insurance Company's reply25 Sept 2018, 09:13
Official

Dear Fidel

Our records confirm you could not furnish your Insurer with an Invoice or any relevant document as proof that you were out of pocket for the fitment of your Windscreen. The payment that was made to you constituted as full and final settlement of your claim.

We confirm your claim was finalised as per the terms and conditions of your policy. As such, you will not be reimbursed for the expense you have incurred without an invoice.

We trust the above explanation would suffice.

Oakhurst Resolutions Team

FT
Fidel T's update25 Sept 2018, 09:35
Reviewer Update
ABSOLUTELY NOT. It does not Suffice. Now you're just Lying out of your damn teeth and this is starting to **** me off even more. Which records are you talking about? What kind of retarded company are you that you have to miss out on so many details in one simple conversation? Let's go step-by-step procedure, email and telephonic conversations here. I SCANNED, and emailed the quotations as per REQUEST by the consultant. Was supposed to be cashed that amount based on the quotations. But that changed after I got the glass fixed due to what you've been citing as policy guidelines. Why do you keep skipping THAT procedure and resorting to your own requirement after the above-mentioned? That's what I've been saying is my main problem here and you're showing your true colours by avoiding and dodging the error of your own ways.