1 reviews | Active since Nov 2016
Oakhusrt
Hi Guys,
Two Points
1. Towning and Storage On 18th October on Friday Night, I was involved in an accident. As per the terms on my policy, I am not liable to for payment of storage costs or towing if I called on the emergency line and I am provided a towing vehicle then I would not be liable to pay for any costs related to storage or towing.
"TOWING AND STORAGE In the event of an accident, all you need to do is call us on ***. Our call centre is open 24 hours a day, 7 days a week. If your vehicle is not driveable, the most important thing to do will be to have it towed to one of our approved service providers. We will do this for you at absolutely no cost. You are entitled to one free tow per valid claim/incident. Please remember that if you do not call us and make use of our towing and storage facilities, the maximum we will pay towards your towing costs is R1 000 and R500 for storage"
I called in on the Oakhusrt line and a lady assisted me( I have the call logs and can prove this easily). I provided her with all the information regarding my location. A few minutes later, a tow truck driver arrived and whom referred to me by name and showed me (via cellphone notification) that he had been scheduled to collect the Vehcile as per Oakhusrt.
He naturally collected the vehcile. Today, I am have that I am liable to pay R11 000 rand for towing and storage costs.
This is completly out of line by Oakhusrt. I have called numerous on the call centre to speak to the head of claims but I keep being transferred from pillar to post with no feedback whats ever.
2. Claims Process
From a claims process the service at Oakhusrt has been nothing but poor. I Recieved an SMS on Monday morning stating that my claims Handler would contact as soon possible! Did This happen? NO!!! I had to call in myself 3 times Tuesday morning and only on the fourth time did I get through to her. The process thus far has been poor with no feedback whats so ever. As I currently stand, I have no clear clarity where one stands.
This is a very poor experience!!!
Thank you for contacting us.
We have referred your complaint to the relevant department who will contact you shortly.
We trust you find the above in order.
Regards
Thank you for contacting us.
We have referred your complaint to the relevant department who will contact you shortly.
We trust you find the above in order.
Regards
The contents of your complaint have been noted and investigated.
Our records confirm that you had indeed called the emergency assist line and spoke to an agent who logged a call for roadside assistance. An sms was subsequently sent to you with a reference number confirming the dispatched service provider.
However, a tow truck from USF Towing and Recovery came to the incident scene under false pretences and convinced you that they were the service provider dispatched by your insurer and towed the your vehicle to their yard.
They later charged towing and storage fees for the duration the vehicle was with them. Kindly note that USF Towing and Recovery was not authorised by us.
In the spirit of continued customer relations, we intervened to assist and agreed to paying these fees on your behalf to avoid further accumulation, then deduct same from the settlement that would be due at finalisation of the claim (Subject to the terms and conditions of your policy).
We confirm that a full payment was made to USF Towing and Recovery on 24 October 2018, and the vehicle was uplifted from their premises to one of our preferred repairers.
Kindly note that your claim is currently under verification and your claim handler will be in contact with you to advise on the status.
We trust that you find the above in order.
Regards,
Oakhurst Resolutions Team
The contents of your complaint have been noted and investigated.
Our records confirm that you had indeed called the emergency assist line and spoke to an agent who logged a call for roadside assistance. An sms was subsequently sent to you with a reference number confirming the dispatched service provider.
However, a tow truck from USF Towing and Recovery came to the incident scene under false pretences and convinced you that they were the service provider dispatched by your insurer and towed the your vehicle to their yard.
They later charged towing and storage fees for the duration the vehicle was with them. Kindly note that USF Towing and Recovery was not authorised by us.
In the spirit of continued customer relations, we intervened to assist and agreed to paying these fees on your behalf to avoid further accumulation, then deduct same from the settlement that would be due at finalisation of the claim (Subject to the terms and conditions of your policy).
We confirm that a full payment was made to USF Towing and Recovery on 24 October 2018, and the vehicle was uplifted from their premises to one of our preferred repairers.
Kindly note that your claim is currently under verification and your claim handler will be in contact with you to advise on the status.
We trust that you find the above in order.
Regards,
Oakhurst Resolutions Team