Poor service

I write to bring to your attention my dissatisfaction with claims not been processed timeously and the poor service delivery that I have been receiving from your company over the years, and now once again during my last claim. In February 2020 I had an incident and submitted a claim on 28 February 2020. I engaged with your call center and was assisted by Puseletso Mlangeni. She advised that I had to purchase the new tyres and send my proof of purchase to Road Protect. At that time, I could not afford new tyres and I had to purchase secondhand tyres. In an event where I am stranded on the roadside with no funds to purchase new tyres, I strongly feel that no initiative will be given by Road Protect to assist their clients in such a situation.

In November 2022, I submitted my second claim with Road Protect on 16 November 2022. I had submitted all the required documents, including proof of purchase and a photo as evidence required. After numerous calls and requests to receive feedback on the status of my claim from your company, I feel that all my efforts are in vain. The agent who assisted me advised that they would send an email to their manager or a person by the name of Lindeni Nkosi to call me back, but no response or call was received. I sent an email on 6 December 2022 requesting an update to Dineo Mashao, but recieved an update from Mosa Mfene instead, as follows: “Please note that you are receiving this email as an update that your claim has been submitted to the road agency, Emfuleni Municipality The investigation process can take some time. We will follow up on your claim regularly and revert to you as soon as there is any feedback or an outcome on your claim. We follow up regularly and we will update you as soon as there is an outcome. I hope you find all in order. Thank you & warm regards, Mosa” This email did not assist me in any possible way, as I did not receive feedback on the current status on my claim. In January 2023, I again called Road Protect and was assisted by a lady named Timika on 9 January 2023, she advised that she had sent an email, and Lindeni would get back to me later that day or the next day, and again no response or call was received. It is now 18 January 2023, and I have received no feedback on a claim that I submitted last year in November 2022. I would appreciate feedback in writing of the status of my claim and when I can expect payment. If I do not hear from you by the end of this week, I will have no alternative but to file a complaint with the appropriate consumer agency and your relevant regulatory body.