Extremely disappointing experience with this insurer

I have been paying for comprehensive insurance with retail value cover for my vehicle. After my vehicle was ****** and subsequently recovered stripped and damaged, I was offered approximately R80,000, less the applicable excess.

This is particularly concerning because I still owe approximately plus 100k on the vehicle finance. I have asked the insurer to explain how they arrived at the proposed settlement and to review it against the actual policy cover I purchased.

I was also given an explanation that the settlement would be reduced because of an “access fee.” I have therefore requested that they provide the specific policy clause authorising this fee and a full calculation of the settlement.

Another major concern is that I recently discovered that my insurance profile was cancelled/deactivated while my claim was still being investigated, leaving me without access to my online policy information and documents. From my perspective, this is extremely concerning, especially when those documents are important for understanding and challenging a claim settlement.

Fortunately, I had previously downloaded copies of my policy documents, so I still have my own records.

I am also continuing to carry the financial obligation to the bank for a vehicle I no longer have or can use while this matter remains unresolved.

I also want potential customers to be aware of something I was personally know regarding the company's reviews. I was told that I must leave a five-star review in exchange for a 10% discount on their next premium, I would therefore advise people not to rely solely on the company's online star rating when deciding whether to use them.

Overall, I am extremely disappointed with the handling of my claim, the lack of transparency around the valuation and proposed settlement, the unexplained “access fee,” and the loss of access to my online profile during an unresolved claim.

My advice to anyone who currently has a pending claim with this insurer: download and save every policy document, schedule and piece of correspondence while you still have access to your profile.

Based on my experience, I would not recommend this insurer to anyone.