Bad service / Unhelpful agent

<p>On Friday, 9th December 2016 around 3pm a very ugly accident occured between my husband and an outsurance client in Oacklands (vicinity of rosebank - JHB). The young man was on his cellphone whilst on the wheel and he missed the stop sign and hit my husband's car who was already inside the intersection and they both hit the pavement and it was bad on both side to an extent our car was declared uneconomically repaired.</p> <p>The young man contacted his father and they spoke to the insurance people (OUTSURANCE). Metro police came to the scene and all was reported. Outsurance called us around the 14/12/16 to verify a few things and also gave us a claim number to use as reference number. On 18 - 20/12/16 I had already started contacting them to find out the correct ways to do our part and i did with success. We received a mail with all their requirements and we comp****, an agent / claims admin person named Kutlwano Kga****oe was assigned to our case (CLAIM # ********** 93). Very busy person who does not even get back or follow up, but being in my position I understood. He later called my number but was unfortunate, even though I made sure my husband's number was made available he never once called him when he noticed that I am busy (nature of my job).</p> <p>On 22/12/2016 this mr Kga****oe called my number and did not reach me, he then sent a text message at 1:03pm to my husbands number notifying us that he has been calling and they need all the documents to be sent accordingly. I phoned him back the following day but as usual after leaving plenty of messages for him he delegated the matter to a colleague named mr Zamani who clarified everything and told me to add a few documents to the ones we had done. On 24/12/2016 i sent a mail again with everything needed and I got a response that everything is with them and is now in process they are sending to their assessors and will be back with feedback in due time (third parties finalize in 6weeks to be precice as per message). </p> <p>In all this time take note that HYNDAI i20 was our only car in the house here, my kids who are in primary and myself and husband use the car to move around go to church, school and work. Even shopping have become a task because of not having our own vehicle, without the usage and availability of Uber and Taxify things would have been worst but our pockets are leaking because those do not come cheap.</p> <p>Time went on and on 24/01/2017 i wrote to mr Kutlwano to see if there was any feedback and he told me that in this week (30 Jan - 03 Feb) he will be sending me a settlement proposal and that gave me hope that we getting to the end of the tunnel because it has been long and terrible journey. Today being Friday 03/02/17 we decided to check again and to also contact the man who hit our car. I called mr Kutlwano and he was not available left messages and later around 3pm he picked my call and i repeated everything trying to put him to par and gave my claim number, he put me on hold and came back to say am i aware that there was partial negligence on my husbands side? Wow i was shocked because what i phoned for was finalization not step 1, I asked where are we heading he said how can he drive on just because he was in the right of way but seeing that the person is distructed and not fami**** with the area. I lost it and asked him if do all drivers know each other because not knowing the road and all those things were confessions out of his client's mouth not our speculations. He went on and on until i said ok speak to me in simple term do not give me your office language because i am not in the industry but already our conversation have hit annoyance. He asked me why my husband was driving but car is on my name i said that is none of their business am not their client what they wanted was valid papers and they got. We reported and brought the affidavit and everything and photos whatelse does he want thta is what i want to hear not something the Metro police should have asked the drivers and why wait till i call to say this because i am not expecting to hear such after a long wait like this. We screamed at each other and he told me he is going to calculate and send me forms to sign, i asked will he send me notification or call to check and complete so that we close this matter he said why would he call me if he did his job. i will see it when it's there he will try around 4:30pm and hung up, but now it is Saturday and email is not here.</p> <p>I am not begging Outsurance fr their money, their client inconvenienced me and has never even called us to find out how things are to show you how inhuman people have turned. when we asked them why the silence they say Outsurance advised them not to interfere but we are yet to meet such stumbling blocks.</p> <p>A very rude and obnoctious man who thinks the company is his, I know that he has not been sent to do that but i am almost certain he gets away with such under their noses. So i want justice and i want him dealt with</p> <p> </p> <p>Unhappy individual</p> <p>Linda Usikpo</p>