Refusal to pay claim, acts on my policy without authorisation from me, no communication - just silence, hides behind 'its company policy.' Empty promises

It is interesting that many reviews have a common pattern - slap on as many excesses as possible, don't pay out a claim, no communication and sheer poor service.

My experience: I have two cars insured under the one policy.

1. Lodged a claim on 9 October for one of my cars that had been in an accident with no third party involvement. 2. They called to tell me that there would be five different excesses for the claim, one of which was because I had not sent them the fitment certificate for the Smart Box tracking device that they forced me to install in both my cars. This was false as on the 11 November 2016 (one year ago) I sent an email with the fitment certificates for both vehicles to the personal consultant and the consultant dealing with the Netstar Smart Box. It is worth noting that Barons in Bellville where I purchased the car signed me up with Oakhurst Insurance. It is also worth noting that Oakhurst Insurance insisted I have a Netstar Smart Box fitted in the cars in order to comply with their policy. Note that you sign a three year contract with Netstar and even if the car is written off you will be forced to pay the tracker installment for a full three years - don't be caught! Also be careful that you understand which tracker service you purchase as one means nothing and they do not provide you with any service. On the night that my car was in the accident I received an sms from Netstar when I called them to ask where the car was so that I could locate my loved one they told me that they would call me back but never did. I was left desperate not knowing how to locate the vehicle and my loved one. 3. I copied the email that I had sent with the certificates in 2016 through to the Claims Department. They never acknowledged receipt of my email. When I questioned this lack of acknowledgement their response was "No we did not acknowledge your email" - no explanation or apology. 3.They then declared the car a 'write off' (telephonically) and that they repudiate the claim based on the regular driver as opposed to the nominated driver issue. The only explanation on their decision was an email two page statement. I received absolutely no assistance or guidance or even information as what the process will be following their decision. 3. They then decided - without my agreement or consent - to void my policy from the 1 January 2017. Again no explanation of this date. 4. They refused to disclose the reason for selecting that date other than that it was the date that they determine that my nominated driver was using the car 90% of the time. They refuse to provide me with any evidence or proof that the date of 1 January 2017 to void my policy. 5. They refused to provide me with a copy of the investigators report brushing me off with they won't because 'Its company policy". What about my Rights based on our Constitution and the Consumer Protection Act? 6. They refuse to respond to my request for every recording that they 'supposedly' have of any call made between myself and their consultants be made available to me. 7. The Claims Administrator told me I had to pay the towing and storage of the vehicle. The next day they emailed me to say they had made an error. 8. They then email me (with no cover letter or explanation) a copy of my policy amended by them without my authority or consent or agreement and without explanation or discussion. The amendment was that they just decided to delete the car involved in the accident from my policy. I had to call more than once to ascertain the status of my other car on the policy. 9. When eventually getting through to them, I was told politely that they will ensure the consultant calls me back - but no one ever did. 10. They sent me a policy for Personal Cover - I have never discussed personal cover in any way, at any time with any consultant so who authorised personal cover for me????? Another unauthorised action. 11. Eventually I called again and spoke to a consultant who said she will now be my personal consultant because the women that was my consultant was not there and she didn't know when she would be back. 12. Again, nice as she sounded on the phone, she broke her promise of calling me back the next morning to explain all the indiscretions on my policy. 13. She did not call me back and still has not communicated with me. 14. I was called by another employee of Oakhurst telling me he must return the car in the accident to me. I told him that I am processing an application to appeal and upturn the decision of the claim and the lack of service delivery to the internal and external short term insurance Ombudsmen and because of this am not prepared to accept the car back until the outcome of the investigation by the two different Ombudsman is made. I asked what Oakhursts standard practice is in this case and was told by him that standard practice is that my vehicle remains in their storage facility until the decision from the Ombudsman. 15. I received an sms to say they are processing the refund of my policy. 16. I immediately sent them an email (consultant and claims department) to say I do not accept receipt of the refund, that I have not authorised it and that I will not accept it until the outcome of my appeal and complaint from the Ombudsman. I received no response again to this email and today the unauthorised refund was put into my account. I have immediately emailed them to say refer to my previous email but still no contact at all. Hence I have resorted to Hello Peter in the hope to save some others the pain.