1 reviews | Active since Jul 2020
PATHETIC AND DEVASTATING SERVICE
My parents were involved on a head on collision accident on 01 July 2021. Unfortunately my mom passed away on the way to the hospital and my dad was hospitalised at ICU for a week. The vehicle was towed by the police from the accident scene. We lodged a vehicle accident claim with Quicksure immediately after my dad had been discharged from the hospital. We never received any feedback until we called and enquire about the progress on the claim. In mid August, when we called, we were informed that the claim has been settled and they have paid the finance house (MFC) a sum of R28k and the balance would be deposited into my dad's account once he has signed the agreement of loss, of which he signed and I emailed it on the19th of August. When a follow up was made towards the end of August, we were told that the police are delaying the finalisation of the claim as they are refusing to release the vehicle. This was new to us as we've been communicating with the investigating officer (I/O) on the matter and he has not indicated any challenges in releasing the vehicle. I, personally contacted the I/O and he indicated that he has never been contacted by the insurer or anyone acting on insurer's behalf to uplift the vehicle. He even requested that I provide the insurer with all his contact details including his mobile number of which I did. On 29 September, I went to the police station with my dad to complete certain forms, only to find out that the vehicle was still there. We contacted Quicksure while at the police station with the I/O and the insurer promised that the vehicle would be uplifted before close of such business day. On 08 October, we contacted the insurer for a follow up as no payment had been made yet and we were informed that MFC is delaying the process as they had not released the original registration papers to the insurer. We immediately contacted MFC and MFC indicated that they do not know anything about that. We called the insurer again and we were informed that they are making a follow up with MFC and they will get back to us. No feedback had been received since. On 19 October, I called again and was informed that the claim will be sorted as soon as they receive the original papers from MFC. I requested to speak to the manager. The manager also told me the same thing that the delay has been caused by MFC as they haven't released original papers. I requested the details of the contact person at MFC and she immediately said in fact the delay is caused by the police who do not want to release the vehicle. When asking the details of the police who are refusing to release the vehicle, they could not be provided to me. She promised to get back to me as soon as she gets all the details. I immediately called the police and the police were surprised to hear that they are to be blamed for the delay as they indicated that the vehicle can be uplifted anytime at the police station as it is also blocking the space for other vehicles. It's been 4 months now, my dad hasn't been paid and no proper feedback has been provided to him from the day he was in an accident.
Please accept my sincere condolences on the loss of your mother, my thoughts and prayers are with you and your family during this difficult time.
I am so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you. While we'd love the opportunity to regain your trust, we understand how frustrated you must be. I referred your complaint to the relevant department and will keep a close eye on the communication to ensure you are assisted with great care.
Sincerely
Stefanie Harmon
Please accept my sincere condolences on the loss of your mother, my thoughts and prayers are with you and your family during this difficult time.
I am so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you. While we'd love the opportunity to regain your trust, we understand how frustrated you must be. I referred your complaint to the relevant department and will keep a close eye on the communication to ensure you are assisted with great care.
Sincerely
Stefanie Harmon
A family member spoke to the relevant claims consultant in October, but this person did not speak to Claims Management. Although the claims consultant attempted to explain the situation on this matter, it appears same to be unsuccessful.
However, kindly note that unfortunately despite the circumstances of the incident, we must keep in mind that every claim has its own merits upon which different protocols would apply which cannot be ignored. There were various reasons for “delays “on the claim, which we could unfortunately not prevent.
Quicksure settled this claim in full on 29/10/2021.
We sincerely sympathize with the passing of the insured’s wife because of this accident and apologize for any delays the claims process may have caused.
Sincerely
Stefanie Harmon
A family member spoke to the relevant claims consultant in October, but this person did not speak to Claims Management. Although the claims consultant attempted to explain the situation on this matter, it appears same to be unsuccessful.
However, kindly note that unfortunately despite the circumstances of the incident, we must keep in mind that every claim has its own merits upon which different protocols would apply which cannot be ignored. There were various reasons for “delays “on the claim, which we could unfortunately not prevent.
Quicksure settled this claim in full on 29/10/2021.
We sincerely sympathize with the passing of the insured’s wife because of this accident and apologize for any delays the claims process may have caused.
Sincerely
Stefanie Harmon