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Moabaloso M

1 reviews | Active since Oct 2018

01 Oct 2018, 12:25

Unhappy & frustrated client of Oakhurst Insurance Company

Horrible & unacceptable service from this company. I was invloved in an accident on 5 September 2018 with a motorbike (which hit another car parked on the side of the road) and even today my car has not been touched by the panelbeater, CK Coachworks Express, due to non-arrival of parts, of which I was told that my insurer was the one bying the parts.

On the day of the accident as I fetched the Case number for the accident at Cape Town Police Station, of which the traffic officer at the scene compiled the report & submitted to the police, I emailed the Case number & only to be told to return to the police station to take a foto of the report & email it also. Something I thought it is done by the insurance to fetch it at the police station, now if I do everything myself then the system is open for *******ion.

After submission of both, Janine (a lady I was in contact with) promised to retun to me the following week on Wednesday or Thurday (12th or 13th of September 2018). On the 7th of September I received SMS informing me that Assessor has been appointed to view the damages on my vehicle.

Only when i phoned the office on Thursday 13 September 2018 because Janine didn't contact me as she promised, I was told that I should wait for the debit order to go through on my account since I pay on the 15th of each month so I will either have to wait five days for the payment to reflect on the system to show that the debit di d go through or send a copy of my bank statement to show that the debit was succesful. Of which I did over the weekend of 15/16 September 2018.

On 17 September 2018, after phoning to confirm if they received proof of successful debit order, I received SMS informing me that CK Coachworks Express (CPT - Gardens) has been authorised to fix my car.

On Thursday 27 September 2018 I contacted CK Coachworks Express regarding my car, to hear how far they are & when will I get my car. I was asked to leave my details and Liesel will get back to me.

Today, 01 October 2018 @ 06:58, I received SMS from Liesel saying CK Coachworks Express is awaiting for parts to arrive, which is expected to arrive today, 01/10/18 - as there has been an error in delivery.

For a car that has damages on bumper, fender and replacement of headlight & fog light to take this long is really unacceptable. Someone is not taking me serious as a customer. More so that the same insurance company Oakhurst or AA, earlier this year (in March) decided to cancel car hires on my insurance cover and recommended or suggested that I take an extra cover that strats from R130 pm while car hire on my cover was around R70 pm, I felt it'd ****************.

I feel like I'm going to take a full month to get my car and I would really not recommend anyone to use any of these people, i've not been treated like a paying-on-time client.

To add salt to the wound or insult to the injury, Oakhurst sent me an email yesterday informing of premium increase from 1 November 2018, something I feel is punishment for being in an accident. They haven't fixed my car but now they're telling me about increasing monthly premium. It's like telling the family of the deceased person just moments after dying about his/her debts that she/he was supposed to settle before dying.

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Replies (5)
Oakhurst Insurance Company
Oakhurst Insurance Company's reply01 Oct 2018, 14:09
Official

Dear Moabaloso

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

MM
Moabaloso M's update01 Oct 2018, 14:48
Reviewer Update
In those 14 days I'll still be carless, after being carless for 22 days now. For the large part of September Cape Town has experieced a lot of rain and my family and I have been on the receiving side of that rain because my insurance does not offer Car Hire anymore. The 22 days that I've spent without a car has been a lot and just know that your 14 days turnaround time will not help me at all; at least if you were offering me something while I wait because my monthly premiums have never ever draged its feet when you ran debit orders from side, so let your service stop draging its feet. Just be aware that the time taken to fix my car is not the only issue here but principle or procedure is. Lack of and poor communication from your side, especially from cancelling Car Hire option on my cover & offering me something expensive than what I used to have; the norm of taking longer to get back to me to such a point that I have to call your office as a client; not getting back to me regarding the updates about my car. Please come up with an latrenative while I wait in vain.
MM
Moabaloso M's update01 Oct 2018, 15:15
Reviewer Update
In those 14 days I'll still be carless, after being carless for 22 days now. For the large part of September Cape Town has experieced a lot of rain and my family and I have been on the receiving side of that rain because my insurance does not offer Car Hire anymore. The 22 days that I've spent without a car has been a lot and just know that your 14 days turnaround time will not help me at all; at least if you were offering me something while I wait because my monthly premiums have never ever draged its feet when you ran debit orders from side, so let your service stop draging its feet. Just be aware that the time taken to fix my car is not the only issue here but principle or procedure is. Lack of and poor communication from your side, especially from cancelling Car Hire option on my cover & offering me something expensive than what I used to have; the norm of taking longer to get back to me to such a point that I have to call your office as a client; not getting back to me regarding the updates about my car. Please come up with an latrenative while I wait in vain in those 14 days because I can't even go to places I need to go to with my family.
Oakhurst Insurance Company
Oakhurst Insurance Company's reply09 Oct 2018, 09:13
Official

Dear Moabaloso

We apologise for the delay with regard to the repair of your vehicle and the inconvenience thereof.

After conducting a full investigation, it came to light the delay was due to the parts that was delivered to the wrong Outsourced Service Provider, subsequently not allowing the appointed Service Provider to repair your vehicle within a reasonable time frame. We confirm that the issue was addressed accordingly with the Service Providers to avoid any future occurrences as such, to happen.

Car Hire cover is an after sales option which is sold separately as a Platinum Cover Policy. We confirm your Insurer took the necessary steps to ensure that you were adequately informed about the changes relating to the Car Hire Benefit. Your premium was reduced accordingly and we confirm that you never accepted the Insurer’s offer to include the Car Hire Benefit.

We ensure that your vehicle is being repaired without any further delays. Kindly allow the process to follow through and should you have any other questions or queries after the finalisation of your claim.

Regards

Oakhurst Resolutions Team

MM
Moabaloso M's update09 Oct 2018, 09:31
Reviewer Update
Morning You chose to select what you respond on and what you don't respond on. Firstly, you're not addressing why I was made to get the accident report at the police station when i submitted the case number because i've never heard of a person getting both the case number & accident report at police station. Me sending Case number means you're able to check with the police station if i did report the accident. That which was done to me opens a door for *******ion & it's also unfair for me to do your job. Secondly, my claim or accident was only going to be attended to after the debit order of 15 September went through, somethng odd considering that when I pay insurance premium i don't pay for the previous month but for the upcoming month. I was treated like I was going to runaway if any process can begin without the debit order. Thirdly, accident happened on the 5 September 2018 but only 0n 1 October 2018 did the panelbeater get the parts. How fair is that? Fourthly, you're even quick now to inform me on the premium increase. Am I being punished for being in an accident, that I didn't even cause? Worse of all is that I receive this mail while I don't even have my car back. Fifthly, it's 9 October 2018 now and i still haven't received my car yet from the panelbeater. Are they rebuilding car from the start? I thought it was only the front bumper, front headlight (front), fender & what? All these cannot take so many days. Got a call this morning from the panelbeater that I might get my car either on Thursday or Friday this week. Check the period that they're taking. Lastly, i have a feeling that the panelbeater is deliberately working slowly on my car in order for them to claim for storage because the damages on my car can be fised in three or four days, not the days they've taken so far. Unhappy client Keagana Moloabi