Poor service

<p>My name is Phakiso a client of Oakhurst insurance company limited. I have been with them since July 2017…Last month I was involved in a car accident and they declared my car as a write off.</p> <p>At first when I took a cover with them, all the terms and conditions stipulated by them were clear as they even sent a policy wording, a welcome letter after I accepted the cover and I perused it and stayed with them.</p> <p>As already mentioned above, I was involved in a car accident last week and I lodged a claim as required and a woman called Catharine Jaffa was appointed as my claim handler, this woman is so impolite and unprofessional as her profession requires. After making the claim, I expected her to call me and explain the whole process of how this is going to be resolved, I called in several times until I can’t get hold of her, I left countless message to her colleagues requesting her to call me back but she never did. Furthermore, seeing that she don’t return my calls, I took the initiative of sending her emails which she also didn’t even see a need to respond to</p> <p>I was astonished last Friday upon receiving a new drafted policy from the company, stating that they have made some alterations on my policy. But one thing I didn’t and still can’t comprehend is why they making those are changed only now after the claim and without even consulting me, because that “new policy” included things that we didn’t even agree on from day one. When I asked clarity of this new policy they said changes have always been there, and that they can’t help me regarding this issue.</p> <p>When I first took the cover, the lady that I was talking to over the phone explained to me that the access will be applicable only when a vehicle is going to be repaired. Now as they supposed to pay off my car, they say they are going to deduct a basic Excess of R11 494.65 and another Less Excess for Driver under 30 years Old which is R 11.494.65. This is all news to me.</p> <p>Every day when I call, I speak to different people and when I ask to be transferred to Catherine, she doesn’t answer and or they say she is busy on the phone so they will leave a message for her to call me back but she never did until today. It is worth to mention that, I have now came to the realisation that, she not the only one impolite in that company but her colleagues are too. They are so not client orientated or friendly as they speak to me in a very unpleasing manner that left me feeling so little and worthless. With all that been said, I wonder if this is this how we should to be treated as clients? But when they want us to take covers with them, they speak so politely and convincing us to join them, promising us heaven and earth but when we need them the most it’s a different story. Looking at their motto “we really care, we deliver” I figured this is just there to lure customers because they don’t give a damn nor deliver any of their promises.</p> <p>Today I have sent tones of emails to them and no one responded even that woman called Catharine Jafta, she didn’t bother to attend to my complain nor to call me as my claim handler… I have called their office several time today and when I asked to speak to her, they do what they know best which is to tell me she is busy on the phone and will get back to me when she’s done, and I’m still waiting even to this moment. When I tell her colleagues I am going to escalate the matter to legal people because thy really have shown they don’t take me seriously, they tell me to do as I please.</p> <p>I am really tired of the poor service that I am getting and the unprofessionalism they are. If they are not going to solve this issue accordingly and fast I am going to take this case to my lawyers and also take it forward to ombudsman so that they can deal with them.</p>