Worst Claims Experiece

Good day,

The above claim was submitted on December 9, 2024. An assessment was carried out on December 12, 2024 and by December 18, 2024, the required information would have been submitted to OOBA/CLC by the assessor.

The claim consultant assigned to this matter was a Ms. Lemogang Moroke.

On January 14, close to a month later, without receiving any feedback, I followed up on this claim with the call center. Speaking to Giya. He informed me on the status of the claim - it was a partial rejection.

On January 16, Lemogang Moroke emailed me an AOL.

On January 19, She sent a follow-up email regarding the AOL.

I responded to this email seeking clarification on the terms of the AOL.

In a telephone conversation with Ms Moroke, on January 20th, she assured that:

"As soon as we receive the agreement of loss, we load it. It takes three to five business-working days for you to receive the funds in your account."

She further stated about the AOL:

"Please do contact us as soon as you send it through so that we are able to action it, okay?"

After this period, I sent emails requesting the damage report and quotation from the assessment carried out:

On January 20, I emailed to request a copy of the damage report and quotation.

On January 22, without a response to my email, I followed up with another email.

On January 23, with still no contact, I sent another email.

On January 28, Bonolo Motsatsi, finally responded saying they (CLC staff I suppose) were not allowed to provide copies of the requested documents. Saying they could only provide a scope of repairs, which I then requested.

However, on January 29, Lemogang responded without addressing my any of my earlier requests and instead emailed another copy of the AOL to sign. Frustrated, we signed and sent it back together with the proof of banking details.

And as she recommended, I phoned the call center, and spoke with a lady by the name of Vanessa. I informed her that we emailed the signed AOL copy to CLC. She asked for my contact number and assured me she will pass on the message to Lemogang.

Since January 29, there has been silence on this claim.

I've sent an email on February 11 requesting feedback, there was no response. I sent another email yesterday (12th) about the lack of communication and still no response. Yet another day has now passed by.

Kindly get back to me as my patience is wearing thin.