Quest Claims Solutions -excellency in Pathetic service

My car was smashed into whilst in motion in April 2021, the person responsible is insured with Old Mutual Insure, now having worked for Old Mutual I am privy to the emphasis on customer satisfaction in claims and service and it pains me to see an affiliate company tear down the company name and values.

I had the very unfortunate experience of my 3rd party claim falling through the cracks of the Migration from OMI to Quest Claims Solutions who seriously needs to reconsider using “Where excellence is the norm” in their company branding unless the “excellence” they refer to is the appalling service they offer to “victims” of their experience with quest.

I’ve submitted all the necessary reports required, along with the photographs and 2 quotations from reputable panel beaters timeously and yet had to repeatedly contact Quest and be subjected to the Rudeness in the emails from the likes of Roland Chinner with Given Monyahi his superior cc’d in the emails who provides no response to my continuous expression of dissatisfaction in their response. I submitted repair quotes in excess of R40000, I was furnished with a quote I had to sign off on for repairs to the value of around R7000, which I refused to do because looking at my vehicle I can see the damage goes beyond the cosmetic that is shown in the pictures I took, as no assessor on behalf of Quest or OMI has assessed my car to date.

And just when you think the service couldn’t get any worse I receive an email from Roland after I again escalate a complaint in December 2021 and receive the response below

“I suggest you should fami****ise yourself with the discharge, before you escalate your grievances. This is a repair discharge, the repairer undertakes to fix all the damage on the vehicle related to the accident. In turn, the insurer compensates them for it. Unless you want a cash-in-lieu offer, your concerns have no bearing on whether your car will be fixed in full.”

Maybe that’s the excellence they speak of, the excellence in poor service and rudeness to the 3rd party inconvenienced in this entire matter, any repair done to my vehicle is of my concern as it is my safety and peace of mind being jeopardized.

I again lodged a complaint, a response from Joelene Janse van Rensburg telephonically and then via email again left me feeling aggrieved more so that it was the festive season and I have been unable to open my boot lid since April and the strange sound coming from the undercarriage of my car was now much louder and a cause for greater concern and to now be told that because my car is older than 5years old, the panel beater will repair or replace my car’s parts with second hand parts or the like. Now enraged I vehemently rejected this and insisted on my car being assessed and stripped and a full damage report being issued and I would rather take a cash in Lieu of offer and have my car repaired at a reputable panel beater of my choosing. I’ve even offered to take my car to an assessor of their choosing to have the car stripped and assessed for a detailed report to be furnished so we may amicably proceed.

I received a response from the Director Minolen Nair who made no apology for the duration of this repair claim, nor give me as the aggrieved any reassurance that he would ensure this is resolved instead I received a generic email which I must note was clearly not a priority given that he spelt an already angry customer’s surname wrong.

Hi Miss Gallot I note the contents of your mail below. Your request is wide of a well-entrenched process re third party claims. The digital assessment applies on all third party claims currently and has been the standard in the industry for 5+ years. My team has duly explained this process in our requirements letter which has been disseminated to yourself previously, further to the aforementioned it is also stipulated that any unforeseen accident related damages will be covered in the settlement once the vehicle is stripped, however same will be covered in terms of the merit settlement. I cannot provide any further re-assurance too yourself same for what has been stipulated as per our settlement process previously, but save to state that your vehicle will be repaired in terms of his post collision state. Trust the above is in order.

The damage being repaired at this point was not my major concern at this point, rather the repairers quoting on the repairs, after being told to obtain 2 quotes for repairs (no mention made of asking the panel beaters not to quote on new parts at the time of the that instruction to me), furthermore it’s been 7 months since my accident, my car has not been in use for the past month because of the sound from the under carriage and a boot lid that does not open from the exterior and the overall inconvenience and appealing service.

So I would appreciate anyone in the know and who is willing actually assist me from Quest or OMI a with an amicable solution because this service Has been excellent at causing me emotional distress, grave anxiety and a major inconvenience for seven months