Pathetic Service, and no feedback

In an attempt to get a finalised, answer on my claim which has now been outstanding for almost 6 weeks the only option I am was left with was to contact anyone at Renasa who is willing to assist. I requested feedback for going on to 6 weeks now and again requested feedback this morning just before 8am (its almost 12pm) , I've still not received a phone call or email from Renasa.

Claim submitted to Stepp on 05 October 2017. Assessor did the home visit on 10 October 2017. The Assessor was still busy finalising his report by 20 October 2017. I received the following confirmation on 24 October 2017

The status of Claim No: SPM 359784/10/17 (BSG255634/1) has been changed to report received and sent for authorization. Later on the 24 October 2017 I received the below: To see the Loss Adjuster's Report regarding the absence of a required security gate, for referral to On 25 October I advised Elton (Stepp) that I had advised my broker (Nick Carter) initially (at policy inception) that I didnt have a security gate when I app**** for the policy. This info was then submitted to Willie Jones who in turn said that it would be presented to the Claims Committee by Eugene Durandt. I contacted Scott Gombart on 31 October 2017, and was advised that he would contact me back that same day, he never did. I then cc'ed him on an email requesting feedback on my claimthe next day 01 November 2017 and still did not receive any feedback.

Scott was contacted again by Stepp on 02 November and I was advised that the committee is in a meeting at that moment and that I should have an answer by the end of that day.

On the 03 November Elton at Stepp advised that Scott confirmed that there was still no feedback from the committee but they will confirm around 9am that day as he (Scott) wants to finalise the claim that day.

No feedback was received, I then contacted Renasa myself and requested that Scott contact me regarding the claim, once again I wasnt contacted.

Elton (Stepp) again spoke to Scott on 06 November 2017 who advised that he had to confirm with the committee and revert. Scott then requested MORE DOCUMENTATION on 06 November 2017 I then only found out that there was a discrepancy regarding security measures at my premises and they were requesting back dated documentation. Someone at some point of loading my policy had not entered by details regarding my security measures correctly and because of this I AM LEFT WAITING FOR MY CLAIM TO BE FINALISED. Eugene then emailed me on 06 November 2017 to advised: "Dear Miss Abrahams

As per our telephonic discussion, your claim was discussed in today’s claims committee meeting where additional information was requested. This information has now been received and will be presented to the claims committee tomorrow.

I do believe there should be a final decision made on the claim in tomorrow’s claims committee meeting." After following up via email myself the next day 07 November 2017 Eugene advised:

"Good day Miss Abrahams

The claim was discussed in the Claims Committee meeting and based on all the information received and presented, the claim will be limited to only the All Risk item (9ct W/Gold Oval Tanzanite & Diamond ring) specified on the policy. The contents ****** form the residence will be excluded as per the endor*****t under the household contents section on the policy schedule." I contact Eugene myself after receiving the above, at first he wasnt willing to take my call, I held on for a few minutes and he eventually confirmed the above again, I told him that I had at inception confirmed regarding the security measures, he seemed uninterested and more concerned with getting me off the line. Out of pure frustration, anger, anxiety and being forced to prove myself again, I put the call down in his ear. After discussions with Nick (Stepp) I was advised that this was being dealt with at Exco level on 08 November 2017. On 09 November 2017 I was advised that my claim will be settled as the details regarding the security measures had been investigated further and it was found that Nick was advised at policy inception that Renasa would cover my claim. On 10 November 2017 I requested confirmation on the amount and date my claim would be finalised, I was advised that Scott was suppose to send this documentation, which I still havent received.

It is now 13 November 2017 and I still do not have confirmation on what amount will be paid out to myself or by when. I still have not received an apology from Renasa regarding this long outstanding claim, nor have I received a call from Renasa confirming or offering an explanation regarding my claim.

The process that I've had to endure with Renasa has caused more emotional stress, frustration and anxiety than the actual house break in. With the break in I could clean up and get rid of any evidence that my privacy was violated and move on. I am forced to help my son with his homework on my cellphone as both our laptop and tablet was ******. With Renasa I am forced to go through this trauma on almost a daily basis to prove that I have been an honest and loyal client. Because of an administrative error which is through no fault of my own, I as the client am forced to wait until it is deemed fit for my claim to receive the attention it deserves.

I trully hope that someone at Renasa has the time to have a look at my claim and afford me the dignity of having this claim settled, finalised and paid into my bank account by today 13 November 2017. Maybe someone at Renasa would afford me the respect I deserve by offering an apology or explanation after all the time, effort, trauma, anxiety, stress, pain, and anger I've had do endure while having this claim settled.