PO
Pieter O
1 reviews | Active since Sept 2016
19 Nov 2018, 08:25
PPS POOR SERVICE
Been client for 20 years. Had major brain surgery and submitted a dread illness claim. PPS declined the claim. Oombud will decide the merits. What is clear: PPS refused to provide me with information. Refused to provide me with recorded telephone conversations. PPS Refused to explain decisions even with multiple enquiries. PPS delivered very poor service when needed most. Willing to take premuims for 20 yrs but when claim arrives PPS service is terrible!!
Helpful (0)
Replies (3)0
Replies (3)
PPS's replyOfficial
19 Nov 2018, 16:47Hi Pieter Oosthuizen, We acknowledge your complaint, and thank you for taking the time to discuss it telephonically with us. As per our telephonic discussion, we await the outcome from the Ombudsman before we can engage further on this issue.
Regards,
Mosa@PPS
Regards,
Mosa@PPS
Best regards,
PPS's reply19 Nov 2018, 16:47
Official
Hi Pieter Oosthuizen, We acknowledge your complaint, and thank you for taking the time to discuss it telephonically with us. As per our telephonic discussion, we await the outcome from the Ombudsman before we can engage further on this issue.
Regards,
Mosa@PPS
Regards,
Mosa@PPS
Best regards,
PO
Pieter O's updateReviewer Update
20 Nov 2018, 21:54We will wait for the Ombuds ruling then. Regardless of outcome, I do have a suggestion for PPS management. Respond to unhappy clients and address their concerns. Talk to unhappy clients and do not ignore them. Do not ingnore complaints , only to recommend unsatisfied and angry clients to the Insurance ombud. Your answer suggests PPS only reviews service levels and complaints, after clients complains to the Ombudsman. Amazingly, the first PPS employee to speak to me regarding my complaints, after months, was only after yesterday’s HelloPeter complaint. Interesting that PPS also needs to wait for a ombuds ruling to review and recognize poor service? Does this reflect PPS values and commitment to review service levels? Seems time will tell...
PO
Pieter O's update20 Nov 2018, 21:54
Reviewer Update
We will wait for the Ombuds ruling then. Regardless of outcome, I do have a suggestion for PPS management. Respond to unhappy clients and address their concerns. Talk to unhappy clients and do not ignore them. Do not ingnore complaints , only to recommend unsatisfied and angry clients to the Insurance ombud. Your answer suggests PPS only reviews service levels and complaints, after clients complains to the Ombudsman. Amazingly, the first PPS employee to speak to me regarding my complaints, after months, was only after yesterday’s HelloPeter complaint. Interesting that PPS also needs to wait for a ombuds ruling to review and recognize poor service? Does this reflect PPS values and commitment to review service levels? Seems time will tell...
PPS's replyOfficial
21 Nov 2018, 14:08Hi Pieter Oosthuizen, Please know that we take all our members’ complaints extremely seriously. Our members are at the heart of our business and we welcome feedback, even if it is a bad experience. Thank you for your valuable insights into our client service. We are looking into this issue, as we always strive to exceed service levels. We will personally contact you to keep you updated in due course.
Regards,
Mosa@PPS
Regards,
Mosa@PPS
Best regards,
PPS's reply21 Nov 2018, 14:08
Official
Hi Pieter Oosthuizen, Please know that we take all our members’ complaints extremely seriously. Our members are at the heart of our business and we welcome feedback, even if it is a bad experience. Thank you for your valuable insights into our client service. We are looking into this issue, as we always strive to exceed service levels. We will personally contact you to keep you updated in due course.
Regards,
Mosa@PPS
Regards,
Mosa@PPS
Best regards,