1 reviews | Active since Jan 2015
Pathetic service
<p>Our body corporate was insured with PSG until early last year, to date we still have claims outstanding. We followed up with them every so often to get information on what was outstanding and when we could expect settlement, we emailed Martin la **** that either ignored the email or passed it on to someone else and no resolution was received. 18 months later, I started the process again and threateted to go to the ombudsman and then Martin passed this complaint on to the Claims team manager, Chantal Willemse who informed me that they were waiting for damage resports, I asked her to send the correspondence where she had requested this information and she was unable to retrieve the information, no proof could be provided. She told me that she could recall what happened 18 months ago. They managed to settle two claims and suggested settling the rest in a part payment as no damage resports were received, yet they could still not prove that they had actually sent such a request. I wanted a list of all our outstanding claims from them to submit to the ombudsman, and Christa Hattingh who works in the claims department reffered me to our managing agent.....</p> <p>They have now sent out an assessor to assess the damage that took place more than 18 months ago!</p> <p> </p> <p>shocking to say the least!</p>
Good day,
We hereby acknowledge receipt of your posting above.
We are extremely sorry to hear about this and the bad experience and inconvenience this has caused you.
Please allow us the opportunity to investigate this matter and we will revert back soonest.
Thank you and kind regards
PSG Insure
Good day,
We hereby acknowledge receipt of your posting above.
We are extremely sorry to hear about this and the bad experience and inconvenience this has caused you.
Please allow us the opportunity to investigate this matter and we will revert back soonest.
Thank you and kind regards
PSG Insure
And the appalling service continues. I don't think the claims department even knows what the concept of service is. I had written a complaint to the claims manager in processing, Anna Theron, asking for our claims history report which seems to be a big issue for them to send. She responded the next morning to say that she will revert back shortly, I had called the afternoon before cob as "shortly" had passed a long time ago, and was told that she had left the office, I had called this morning again and had to leave a message, she returned my call and I asked why I had to call twice, she said their systems were offline the day before, I asked why she could not inform me of this, does she not know how to address complaints, she couldnt answer. They had sent out an assessor the day before, the assessor was not aware that he was going to assess damages that took place 18 months ago, when I asked Anna how can they send an assessor to assess damages that were 18 months old, she said that she would ask him, I told her that I'm asking her and she could not answer.....aren't they the ones that had requested for the assessor to go out in the first place? When I complained about the poor service, all she said was "I know" so they know they give poor service and do absolutely nothing about it. She also mentioned that she is working with my hellopeter complaint but no one even bothered to give me a courtesy call me and inform me that they are working on it, the automated response they send just doesn't suffice....where I come from, if there is a complaint it gets addressed
immediately, you inform your client that you are attending to the complaint.
You cant rely on the claims advisors, the claims team leader, nor the claims manager at PSG to assist with claims correctly.......who does one turn to to get a claim resolved? I dont even think the word pathetic describes the kind of service they provide, I think they just dont care. Its no wonder the claims advisors have this attitude because it filters down from management.
And the appalling service continues. I don't think the claims department even knows what the concept of service is. I had written a complaint to the claims manager in processing, Anna Theron, asking for our claims history report which seems to be a big issue for them to send. She responded the next morning to say that she will revert back shortly, I had called the afternoon before cob as "shortly" had passed a long time ago, and was told that she had left the office, I had called this morning again and had to leave a message, she returned my call and I asked why I had to call twice, she said their systems were offline the day before, I asked why she could not inform me of this, does she not know how to address complaints, she couldnt answer. They had sent out an assessor the day before, the assessor was not aware that he was going to assess damages that took place 18 months ago, when I asked Anna how can they send an assessor to assess damages that were 18 months old, she said that she would ask him, I told her that I'm asking her and she could not answer.....aren't they the ones that had requested for the assessor to go out in the first place? When I complained about the poor service, all she said was "I know" so they know they give poor service and do absolutely nothing about it. She also mentioned that she is working with my hellopeter complaint but no one even bothered to give me a courtesy call me and inform me that they are working on it, the automated response they send just doesn't suffice....where I come from, if there is a complaint it gets addressed
immediately, you inform your client that you are attending to the complaint.
You cant rely on the claims advisors, the claims team leader, nor the claims manager at PSG to assist with claims correctly.......who does one turn to to get a claim resolved? I dont even think the word pathetic describes the kind of service they provide, I think they just dont care. Its no wonder the claims advisors have this attitude because it filters down from management.
Dear Mrs Conway,
We thank you for your e-mail and for allowing us the opportunity to address your complaint.
We offer you our sincere apology for your unpleasant experience.
Since we are unable to resolve the matter between ourselves , PSG recommended that this complaint must be referred to the Ombudsman for Short- Term Insurers. PSG will then deal direct with OSTI on this issue.
It was confirmed that all future engagement regarding this complaint will be dealt with through e-mail correspondence.
Kind Regards,
PSG Insure
Dear Mrs Conway,
We thank you for your e-mail and for allowing us the opportunity to address your complaint.
We offer you our sincere apology for your unpleasant experience.
Since we are unable to resolve the matter between ourselves , PSG recommended that this complaint must be referred to the Ombudsman for Short- Term Insurers. PSG will then deal direct with OSTI on this issue.
It was confirmed that all future engagement regarding this complaint will be dealt with through e-mail correspondence.
Kind Regards,
PSG Insure