Slow and weak feedback

2 Complaints with one claim

The Claim involves a windscreen for a 2012 vehicle.

Claim was quickly approved. Great services with the turnaround time there.

And this is were everything started> As soon as the claimed was approved, the fitment center called me and arranged for fitment to take place.

Once they called me , I ask if this is a generic or a original windscreen. Response was given that it is a generic , I ask the fitment center to request a Original windscreen of the vehicle due to the fact that there is only R3000 difference , and it puts the vehicle in the same position it was before the accident and if they fit a generic windscreen it does not make sense to claim due to losing outbonus and the excess that needs to be paid and the penalty afterwards, then its cheaper to pay cash for it.

It took the fitment center a week to get back to me and said that the original windscreen was not approved and only a generic will be fitted.

Numerous calls to Outsurance and each time they say they will get back to me, or a manager will get back to me only to call again the following day to get the same answer.

After a struggle a manager gave me a call around 19h00 at night to say its not in warranty and therefore the cant approve a original windscreen. After a while the manager said the call will once again be referred to Senior manager to give me feedback the following day.

2/3 days again went by and I the client again needed to call Outsurance to get feedback only to find out that Senior management already gave feedback to the claim administrator the following morning at 6h46 with the message claim will not be approve for original windscreen.

Surely it is not the client responsibility to follow up each day to get feedback ? And surely it does not make sense that only in warranty vehicles can get original parts?