1 reviews | Active since Feb 2019
Terrible Service Provision
I will not recommend Oakhurst insurance to anyone, due to their terrible service. I have had a claim from the 22/01/19 and submitted all the requested docs in time, however they kept on advising that they had not received my documents, giving me invalid email addresses to send my docs to. I have tried calling the contact center requesting for an alternative email address however the consultant, Babalwa Pita, rudely hung up on me. I later on received an SMS saying that I should urgently resend the same documents that I had sent before, of which I had. My claim was processed 4 weeks later and I received an in-contact that funds were paid into my bank account with the claim reference, without them confirming or advising on the verdicts of the claim and the reason for the funds. Till today I still haven't received any communication after having had received those funds into my account, as to what should happen, whether they will settle the bank that's owed or is this amount paid to fix a vehicle which the air bags had popped. I was advised that a manager will contact me when I spoke to Shirley, after I complained about a consultant that hanged up on and Oakhurst giving us invalid email address, however no one made contact with me even after funds have been paid into my account. I tried logging a complaint on their website however their system kept on saying my complaint cannot be submitted. I am still waiting for a call from the manager, who will advise what the funds are for and how long will I have to wait for my car to be sorted out, and whether they will settle the bank's debt of the vehicle since the airbags had popped and the car is supposed to be a write-off or whether the amount paid into my account was for fixing my car only. And if I have to fix this car myself, will it still be insured under by Oakhurst because according to my knowledge, most insurance companies do not insure the car that it's airbags had popped.
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
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
We refer to your complaint logged on Hello Peter dated 22 February 2019, contents of which have been noted.
You had a claim for an accident that occurred on 21 January 2019 under your Oakhurst Taxi Policy which was authorised for settlement.
Requested Documents:Our records confirm that all the requested documents were received on 24 January 2019, however, the images of the damage to the insured vehicle that was furnished to the Insurer were unclear. As such, the images were requested again for the assessment to be completed, which you were accordingly advised of.
Consultant hung up on you:We could not find in our records a call recording wherein a consultant "rudely hung up on you" as alleged. However, we will welcome any such evidence from you to prove same and the matter will be addressed with the relevant consultant.
We confirm the above-mentioned claim was referred to the Liability Department to conduct an investigation relating to your averment and the Third-Party Liability Claim's Process Letter was emailed to you on 22 February 2019 explaining the process.
Claim Pay-out: Our records confirms that you have selected a Comprehensive (Cash Settlement Only) cover. This processed is explained in detail in your policy documents and same was applicable to your claim.
No communication regarding the claim or claim's pay-out:
- Attempts were made to get a hold of you on 15 February 2019 to discuss the assessment process with, however, you were not reachable.
- SMS reminders were sent to you on 15 February 2019 to contact the Assessor.
- A Release Letter was furnished to you on 16 February 2019 with a breakdown of the settlement for your perusal.
Furthermore, to the complaint:We confirm that your vehicle was not deemed as a write-off as per the Assessor's report. You are hereby required to furnish the insurer with the vehicle inspection certificate once the accident related damages have been repaired. We trust you find the above in order.
Kind Regards
Oakhurst Resolutions Team
We refer to your complaint logged on Hello Peter dated 22 February 2019, contents of which have been noted.
You had a claim for an accident that occurred on 21 January 2019 under your Oakhurst Taxi Policy which was authorised for settlement.
Requested Documents:Our records confirm that all the requested documents were received on 24 January 2019, however, the images of the damage to the insured vehicle that was furnished to the Insurer were unclear. As such, the images were requested again for the assessment to be completed, which you were accordingly advised of.
Consultant hung up on you:We could not find in our records a call recording wherein a consultant "rudely hung up on you" as alleged. However, we will welcome any such evidence from you to prove same and the matter will be addressed with the relevant consultant.
We confirm the above-mentioned claim was referred to the Liability Department to conduct an investigation relating to your averment and the Third-Party Liability Claim's Process Letter was emailed to you on 22 February 2019 explaining the process.
Claim Pay-out: Our records confirms that you have selected a Comprehensive (Cash Settlement Only) cover. This processed is explained in detail in your policy documents and same was applicable to your claim.
No communication regarding the claim or claim's pay-out:
- Attempts were made to get a hold of you on 15 February 2019 to discuss the assessment process with, however, you were not reachable.
- SMS reminders were sent to you on 15 February 2019 to contact the Assessor.
- A Release Letter was furnished to you on 16 February 2019 with a breakdown of the settlement for your perusal.
Furthermore, to the complaint:We confirm that your vehicle was not deemed as a write-off as per the Assessor's report. You are hereby required to furnish the insurer with the vehicle inspection certificate once the accident related damages have been repaired. We trust you find the above in order.
Kind Regards
Oakhurst Resolutions Team