1 reviews | Active since Mar 2017
Ignored Complaints
<p>As with most insurance companies their focus is not orientated around their clients. The website complaint function does not work or they simply don't respond when you log a complaint. When logging a complaint telephonicly they do not want to escalate the complaint to someone who can actually assist you. They do not give sufficient feedback when it comes to claims. When they make mistakes with parts for your car they deny responsibility and leave you without any options simply telling you that they cant help you and if you are not happy with that to log a complaint.</p>
Dear flippie-de-beer
Thank you for getting in touch with us.
We will investigate your complaint and get back to you soonest.
Kind regards
Oakhurst Resolutions Team
Dear flippie-de-beer
Thank you for getting in touch with us.
We will investigate your complaint and get back to you soonest.
Kind regards
Oakhurst Resolutions Team
Dear flippie-de-beer
Kindly accept our sincerest apology for any inconvenience caused as a result of the delay with the repairs to your vehicle.
Your matter was queried with the claims department and authorisations department. It was confirmed that upon authorisation of your claim, our parts procurement department got into contact with our (external) parts suppliers in order to get the parts needed to repair your vehicle. When ordering the parts the insurer sends an order form to the supplier and the supplier then arranges to have the parts shipped/couriered to the panel beater in order for the repairs to commence.
Unfortunately when the parts were delivered to the panel beater it was then discovered that those parts were not a perfect fit for your particular make of vehicle. Upon realisation of that, the insurer placed a new order directly with your vehicle's manufacturer. The insurer then received further unfortunate news that your vehicle's manufacturer does not have these parts in stock anywhere within the borders of South Africa. Therefore, the parts were ordered from overseas and they are expected to be delivered to the panel beater between the 27th or 28th of March. The panel beater advised that the repairs will take between 2-3 days to complete once the parts are delivered.
As much as we do sympathise with the fact that the length of the repairs is causing an inconvenience to you, the insurer cannot be blamed for the lack of availability of parts.
The authorisations department is constantly following up with the repairers and the timeline as stated above is the current estimated time of completion of repairs.
We sincerely hope that the above is in order.
Kind regards
Oakhurst Resolutions Team
Dear flippie-de-beer
Kindly accept our sincerest apology for any inconvenience caused as a result of the delay with the repairs to your vehicle.
Your matter was queried with the claims department and authorisations department. It was confirmed that upon authorisation of your claim, our parts procurement department got into contact with our (external) parts suppliers in order to get the parts needed to repair your vehicle. When ordering the parts the insurer sends an order form to the supplier and the supplier then arranges to have the parts shipped/couriered to the panel beater in order for the repairs to commence.
Unfortunately when the parts were delivered to the panel beater it was then discovered that those parts were not a perfect fit for your particular make of vehicle. Upon realisation of that, the insurer placed a new order directly with your vehicle's manufacturer. The insurer then received further unfortunate news that your vehicle's manufacturer does not have these parts in stock anywhere within the borders of South Africa. Therefore, the parts were ordered from overseas and they are expected to be delivered to the panel beater between the 27th or 28th of March. The panel beater advised that the repairs will take between 2-3 days to complete once the parts are delivered.
As much as we do sympathise with the fact that the length of the repairs is causing an inconvenience to you, the insurer cannot be blamed for the lack of availability of parts.
The authorisations department is constantly following up with the repairers and the timeline as stated above is the current estimated time of completion of repairs.
We sincerely hope that the above is in order.
Kind regards
Oakhurst Resolutions Team
Hi I am sorry but the above is not in order.
I can except that parts are not available in the country and it will take time to get them as I work with suppliers on a daily basis as well. There are two main points being ignored that could have prevented all of this and the resulting consequences.
1. I pay additionaly for the excess buster option on my policy. What I do not except is that you have a procedure in place with the panel beater preventing me from paying a deposit to keep my car until the parts arive all becuase I have this option on my policy? I have recieved no feedback on this!
2. You did not check that the correct parts are being sent to the pannel beater but gave them permition to start preping the car and then when the parts arrived it was the pannel beater that picked up the problem. You keep ignoring that initially you sent the wrong parts!
Then there is the fact that you keep denying that you made a mistake and that said mistake has cost me around 7000 rand. Think if you were in my situation, I do not sit behind a desk all day and I need to be mobile and visit clients!You just say sory not our fault not our problem.
Then let us talk about feedback! 5 channels I used to complain and this is the level of response I get.
1. Your website loged a comlaint and no one responds to me.
2. Speaking with the consaltants when they inform me that if I am still not happy I need to log a complaint apon which I tell them that I aready did.
3. I phoned in spesificly to log a complaint and asked to be put through to the complaints department apon which I was asked about wich department I want to complain. Knowing that it is not the consultants that are to blame I asked to speak to a manager. I was then told that said manager is not available and that I need to email her.
4. I emailed "Charlotte Groenewald" detailing the whole process of what happend. I simply got a response that my complaint has been refered to the Ombutsman "Vuyisile". I still have not had any feedback on this.
5.Social Media. It is diconserting that as a client I have to escalate it to this level and only then I get a proper responce and again you just basicly say it is not you problem. On top of that I had to post reviews on Google, twitter, facebook and Hello peter before you resonded.
On every call with your consultants I have kept my calm and I have not shouted at anyone becuase I also understand that thier hands are tied and they can only help so far but even tough I asked this situation still has not been escalated and I am sure no one has even looked at your procedures to see if you are assiting your clients correctly.
Hi I am sorry but the above is not in order.
I can except that parts are not available in the country and it will take time to get them as I work with suppliers on a daily basis as well. There are two main points being ignored that could have prevented all of this and the resulting consequences.
1. I pay additionaly for the excess buster option on my policy. What I do not except is that you have a procedure in place with the panel beater preventing me from paying a deposit to keep my car until the parts arive all becuase I have this option on my policy? I have recieved no feedback on this!
2. You did not check that the correct parts are being sent to the pannel beater but gave them permition to start preping the car and then when the parts arrived it was the pannel beater that picked up the problem. You keep ignoring that initially you sent the wrong parts!
Then there is the fact that you keep denying that you made a mistake and that said mistake has cost me around 7000 rand. Think if you were in my situation, I do not sit behind a desk all day and I need to be mobile and visit clients!You just say sory not our fault not our problem.
Then let us talk about feedback! 5 channels I used to complain and this is the level of response I get.
1. Your website loged a comlaint and no one responds to me.
2. Speaking with the consaltants when they inform me that if I am still not happy I need to log a complaint apon which I tell them that I aready did.
3. I phoned in spesificly to log a complaint and asked to be put through to the complaints department apon which I was asked about wich department I want to complain. Knowing that it is not the consultants that are to blame I asked to speak to a manager. I was then told that said manager is not available and that I need to email her.
4. I emailed "Charlotte Groenewald" detailing the whole process of what happend. I simply got a response that my complaint has been refered to the Ombutsman "Vuyisile". I still have not had any feedback on this.
5.Social Media. It is diconserting that as a client I have to escalate it to this level and only then I get a proper responce and again you just basicly say it is not you problem. On top of that I had to post reviews on Google, twitter, facebook and Hello peter before you resonded.
On every call with your consultants I have kept my calm and I have not shouted at anyone becuase I also understand that thier hands are tied and they can only help so far but even tough I asked this situation still has not been escalated and I am sure no one has even looked at your procedures to see if you are assiting your clients correctly.