Service Delivery

<p>I am sending this email as I would like some sort of clarity with regard to what exactly it is I am paying for every month I make my monthly insurance payments. This is due to the fact that it would appear that you have been taking me for a joy ride for the longest of times. </p> <p><br />On Saturday 18 March 2017 I had the unfortunate experience of my car breaking down while I was on my way to Vanderbijl. Like anybody with insurance cover I called to request that a tow truck be dispatched. This request for a tow truck was made to Regent (the agent I spoke to was Mpho).</p> <p><br />At first, I was told that my policy could not be picked up, this despite the fact that when I gave my registration number to the agent he was able to tell who I was and what make and model my car was. Sounded very off to me that he would know information I hadn't as yet shared with him while claiming that my policy could not be picked up. After a million and one calls I was finally advised that a tow truck had been dispatched. This tow truck was instructed to take my car to Farouk's Towing in Lenasia.</p> <p><br />As advised the tow truck eventually arrived and my car was taken to said location.</p> <p><br />On Monday morning I decided to check my policy and verify exactly what I was "supposedly" covered for. It was at this point that I realised that the policy documents stipulated that my policy is with Regent, which is a subsidiary of Renasa. At this point I decided to contact Renasa to notify them of what had transpired on Saturday. Upon phoning, all my policy details were confirmed (this including the monthly premiums I pay).</p> <p><br />I was then transferred to Kubeshni who then referred me to Nkululeko who then asked me to explain what had transpired on Saturday. I explained the series of events to her and she then forwarded me a claims form to complete (attached). I completed the form as best I could, but as it seemed to relate more to a physical accident I decided to contact Nkululeko to verify that she had in actual fact sent the correct form. She then advised that I only complete the sections of the form that are applicable to my incident. I completed the form as advised and sent that together with the relevant supporting documents back to her (the finalised forms were sent through at roughly 09:30 on Monday 20 March 2017). </p> <p><br />Like the classic "unvalued customer" I only received feedback at 14:05, the nature of the feedback was to advise that I was in actual fact not covered for roadside assistance. I then forwarded her the policy documents I received upon joining Regent (attached). She advised that she would discuss my case with her Manager and revert accordingly. She responded via email at 15:39 stating exactly what she had said during our last call...even despite the fact that my policy stated that road side assistance is covered, it would appear that as per Regent's interpretation, this assistance is only provided in cases where there is a physical accident and actual damage caused to the car as a result of the accident. So you can imagine my shock at learning that insurance is only willing to help me, a paying customer, if my car is a reduced to a pile of useless metal.</p> <p><br />When I requested an explanation with regard to how the above was possible. When I noticed my query was not being addressed I decided to call and realised that the offices had closed for the day. I then phoned Farouks to find out if my car could be moved (so as to avoid incurring further storage costs) and was advised that this could only be done once insurance had given the go ahead. As Tuesday was a public holiday my hands were tied and no further action could be taken.</p> <p><br />Come Wednesday morning, the first thing I did was try to get hold of Nkululeko, all this in vain as I was eventually advised that she is out of the office for the morning. I was then contacted by Karen (at 10:06) and advised that she would handle matters in Nkululeko's absence. I briefed her accordingly and got her up to date. Karen advised she would look into the matter and revert as soon as possible. She then advised that I am not covered for mechanical repairs. I was then advised that my car needs to be moved from Farouks to a panelbeater of my choice as the insurer only covers up to R500 of my towing costs. She further advised that she would get in touch with Mpho as he was the one who authorised the tow to Farouks.</p> <p><br />Karen then contacted me again at 12:20 advising that she had spoken to Mpho and will revert with further instructions. At 13:15 I was informed that they are going to arrange for my vehicle to be towed to the panel beater or dealership of my choosing. I was then advised that I would need to settle the costs of having my car towed to Farouks and insurance would cover the costs of having my car towed to the panel beater or dealership of my choosing.</p> <p><br />What I would like explained to me is what exactly "road side assistance" is supposed to be, as my understanding has me believing that it implies receiving assistance should you not be able to drive your vehicle and therefore be required to stop on the side of the road while you wait for help or assistance. This to me includes receiving the benefit of having your vehicle towed to a location where the actual reason for the breakdown can be assessed. I would further expect that this cost would be covered by the premium I so dutifully paid without fail or hassle from month to month. So you can imagine my shock when I was initially told that this cover was limited to R500 and then subsequently told that the tow to Farouks (which mind you was at the instruction of the very insurer I paid on a monthly basis) would not be covered.</p> <p><br />What then is the purpose of insurance if they are more than happy to take your monthly premiums but then refuse to "cover" you when you actually need the help you have paid for????????</p> <p><br />I am willing to accept that the costs of fixing my car are not covered, but how on God's green earth am I expected to pay for the towing costs?????? Due to insurances unwillingness to help over and above the monthly premium they so greedily deduct from me I am R700 out of pocket as I had to settle the costs incurred in getting my car to Farouks. If I am not covered for the tow to Farouks, why on earth was it authorised?????? And if authorised, why I am left to bear the costs alone????????</p> <p><br />If I am being used as some sort of insurance "cost saving" vehicle, please be respectful enough to tell me upfront when I sign on, instead of promising me cover I will be pleased with and then giving me a pile of ******* when I actually need your assistance.</p> <p><br />If customer care means nothing to you, then don't pretend it is a matter of concern. I find my self grossly taken advantage of, and would have expected the tow to Farouks to be covered...I am willing to discuss further, failing which I will have no option but to take matters further.</p> <p><br />Yours sincerely<br />Samantha </p>