Complaint for unpaid Insurance claim

I submitted a claim for my car on the 12th and attached documents where submitted to the insurance on the 13th of March.

My claim was assigned to Micheal Moaka on the same day.

On the 17th Micheal requested a dealers invoice, which I managed to submit the same day.

I gave Michal a call on the 18th regarding my claim, he there for told me about the amount of access’s I need to pay for my car.

He told me the insurance has a quote of R28k however my excess will be around +/- R26k

• R10 000 relive excess • R9000 car retail value • R5000 third party • R2000 normal excess

I then requested for a recording. I didn’t remember the consultant mentioning all those excess especially the one for R10 000 3 voluntary excess .

The consultant repeatedly mentioned the R2000 access and 3.5% of something. And also mentioned that for additional excess, especially on the 3rd party I will be required to pay R5000 on third party if I should claim for a second time.

I received a recording on the 19th. I then contacted the brokers and have since been communicating with Refilwe (Broker)

I explained my grievances/complains regarding the access’s I am required to pay:

1. The consultant that called me when I activated the insurance, didn’t mention the first two excesses 2. It was a first time hearing about the R10 000 access from Micheal 3. A third party excess, on the recording was explained that it will be required on my second claim 4. Why am I required to pay for a retail excess if only the car is not written off, the insurance is only covering a damaged small portion. 5. I explained to Refilwe that the only thing that I agreed to accept the insurance is because of the minimum excess, cause the insurance I was using I had an insurance to cover for no excess. And why would I accept an insurance that would need me to pay so much excesses while I would have not paid an excess at all with my previous insurance.

Refilwe called me on the 25th to give feedback regarding my complains and told me the brokers will remove R10 000 and have send that request to SAU and they are waiting for confirmation however she will give feedback once everything is confirmed.

Refilwe gave feedback on the 26th that I would then need to pay excess of R14 000 which is R9000 for the retail value and R5000 for a third party.

I asked for her to get her manager to call me because I still do not understand why I’m supposed to pay so much excesses.

I made a follow-up call on Friday, regarding my call from the manager but no one called.

On the 31st the manager called me to explain the same thing Refilwe has told me. However included the R10k excess that was removed but insisted that I will have to pay for that.

I believe the brokers and SAU insurance do not have my best interest at heart. I kept on asking the manager where does it say on the recording regarding the R10k excess but instead she told me if I’m not satisfied with her feedback. I can l log another complain to Bsure which are the brokers, if I’m still not happy then it will be send to the ombudsman complains.

On our recording on the 31st she said she will email the complains email address and also send an SMS. But I only received an SMS, I guess she didn’t want me to have her email address to avoid contact.

The problem I have is, what’s happening to my claim and the damages of my car while my complain is being send from pallor to post?

A consultant from the complains department by the name of Kerryn Horn, called me on the 3rd of April. On our call she also included the R10k excess but I still had to explain that, the R10k was removed and she had to go back to my call with Refilwe. After that she removed the R10k excess. Her final excesses for R28k claim was R14887.50 from being told that my excess will be R2000.

Bsure brokers are also at fault, as they did not have my interests at heart. SAU underwriters, never called to assure as a client that I have been assisted. They are happy in receiving money, but do not make sure their customers are happy for the service they are giving. I have being paying for a service that does not exist. Bsure Insurance Advisers have untrained consultants that sell lies.