1 reviews | Active since Apr 2018
SPM387423 - Worst service imaginable. 5 Weeks after claim and still no answer.
My garage was broken in to, and my motorbike ******, on Sunday 4 March 2018. I phoned my broker the next day (Monday) to log a claim. It is now more than 5 weeks since I submitted the claim and I still have no answer, and I am without my primary mode of transport to work. I have been asked the same set of questions about three times by phone or email, but feel nowhere closer to settling the claim.
On 2 April 2018, Renasa even subtracted a premium from my account, for the bike that was ****** and cannot possibly still be ensured. When I inquired with my broker he told me that technically the bike is still insured since they had not paid out the claim yet. This is ridiculous, it's not my fault Renasa takes more than a month to start processing a claim! I then phoned the complaints department on Tuesday 3 April to query what was going on with my claim and the wrongly subtracted premium. The third person I was transferred to admitted it was a mistake and promised that I would be phoned back before close of business that day. I am still waiting for that call.
I was also told to overnight courier my key and deregistration certificate to Pretoria (at significant cost), in order for the claim to proceed. I have also not heard anything regarding that, more than a week after I sent the package. I have since sent two emails which have been ignored. This is honestly the worst service I have ever received.
Dear Mr Botes,
We hereby acknowledge receipt of your complaint.
We wish to thank you for bringing this matter to our attention and giving us the opportunity to investigate the matter and where necessary, implement remedial action to ensure the fair treatment of our customers. Renasa treats complaints seriously.
We have allocated reference number SPM387423 to this complaint and have asked that our Johannesburg branch office look into this matter. Your complaint will be dealt with in terms of our Complaints and Disputes Policy.
Should you need any further assistance and/or have enquiries in this regard please do not hesitate to contact Mr Scott Gombart, our Portfolio Manager, who will be dealing with the complaint. Mr Gombart may be contacted either by phone on *** or by email ***.
You will be advised of the outcome of our investigation into your complaint in due course.
Kind regards,
The Complaints Team
Dear Mr Botes,
We hereby acknowledge receipt of your complaint.
We wish to thank you for bringing this matter to our attention and giving us the opportunity to investigate the matter and where necessary, implement remedial action to ensure the fair treatment of our customers. Renasa treats complaints seriously.
We have allocated reference number SPM387423 to this complaint and have asked that our Johannesburg branch office look into this matter. Your complaint will be dealt with in terms of our Complaints and Disputes Policy.
Should you need any further assistance and/or have enquiries in this regard please do not hesitate to contact Mr Scott Gombart, our Portfolio Manager, who will be dealing with the complaint. Mr Gombart may be contacted either by phone on *** or by email ***.
You will be advised of the outcome of our investigation into your complaint in due course.
Kind regards,
The Complaints Team