1 reviews | Active since Sept 2012
Dismal and unprofessional service
We are a small pre-school in Randpark Ridge. Daisy Dumplings. We are not insurance experts.
- A parent crashed her car into our main gate - We contacted our broker at PSG, Zandra Van der Merwe - Was sent a claim form to complete - Was asked to submit 2 quotes - Was given a GO-AHEAD for the repair +/- R6000 - Placed the order with the contractor and paid 70% deposit - Later in the day, we get a SORRY from Zandra Van der Merwe - She says - I made a mistake - you are not covered for this, I didn’t look, see, notice, was too busy, (didn’t bother) to check your policy, Sorry
Is this acceptable / reputable / professional behaviour from an insurance broker who is supposed to be our advisor on these issues? I think not. We are now out of pocket for around R6000.
Hi Gail,
We apologise for the frustration you are experiencing. We have forwarded your complaint to the team to investigate and will get back to you shortly.
Hi Gail,
We apologise for the frustration you are experiencing. We have forwarded your complaint to the team to investigate and will get back to you shortly.
Dear Gail,
Thank you for bringing the matter to our attention.
We are contacting the parties involved and will provide feedback shortly.
Apologies for any inconvenience caused.
Regards,
PSG Insure
Dear Gail,
Thank you for bringing the matter to our attention.
We are contacting the parties involved and will provide feedback shortly.
Apologies for any inconvenience caused.
Regards,
PSG Insure
Dear Gail
Unfortunately, your policy does not include building cover. Your adviser’s recommendation to add this cover was previously not followed (as you indicated that the owners of the school property had cover in place) and the lack of cover was highlighted to you again when you renewed your policy in 2016. As you required an urgent response from your adviser on the matter while she was travelling – and as building cover is generally standard in a policy such as yours – she unfortunately indicated that she assumed the cover would be in place. This was a human error made under time pressure, and we sincerely apologise for the inconvenience this has caused you.
As previously indicated, your adviser has been in contact to advise on the alternatives available to you to recoup this cost and will continue to assist you in the process.
Regards
PSG Insure
Dear Gail
Unfortunately, your policy does not include building cover. Your adviser’s recommendation to add this cover was previously not followed (as you indicated that the owners of the school property had cover in place) and the lack of cover was highlighted to you again when you renewed your policy in 2016. As you required an urgent response from your adviser on the matter while she was travelling – and as building cover is generally standard in a policy such as yours – she unfortunately indicated that she assumed the cover would be in place. This was a human error made under time pressure, and we sincerely apologise for the inconvenience this has caused you.
As previously indicated, your adviser has been in contact to advise on the alternatives available to you to recoup this cost and will continue to assist you in the process.
Regards
PSG Insure
Dear Mrs Gail Solomon
PSG responded to your complaint on social media and your adviser contacted you directly to provide you with feedback. She will send you public liability claim forms, as it is possible for you to claim under the public liability section of your policy. We are unfortunately not able to complete the forms on your behalf. However, when we receive the documents, we will gladly assist you with the claims process.
We would like to inform you that it is within your right to approach the Ombudsman for Short-Term Insurance to seek redress. If you are still unsatisfied regarding the outcome of your complaint, please find below the details of the FAIS Ombudsman for your convenience:
Telephone: +27(0)12 ***/97
Fax: +27(0)12 ***
E-mail address: ***
Postal address: P.O. Box 74571, Lynwood Ridge, 0040
Regards
PSG Insure
Dear Mrs Gail Solomon
PSG responded to your complaint on social media and your adviser contacted you directly to provide you with feedback. She will send you public liability claim forms, as it is possible for you to claim under the public liability section of your policy. We are unfortunately not able to complete the forms on your behalf. However, when we receive the documents, we will gladly assist you with the claims process.
We would like to inform you that it is within your right to approach the Ombudsman for Short-Term Insurance to seek redress. If you are still unsatisfied regarding the outcome of your complaint, please find below the details of the FAIS Ombudsman for your convenience:
Telephone: +27(0)12 ***/97
Fax: +27(0)12 ***
E-mail address: ***
Postal address: P.O. Box 74571, Lynwood Ridge, 0040
Regards
PSG Insure