RM
Richard M
1 reviews | Active since Mar 2017
21 Jan 2025, 16:15
Tired and totally not happy with the service from SAU
I am tired and totally not happy with the service from SAU just like many here @terrible reviews, we had an incident on the 25 of September on the freeway and logged a claim that was approved after 2 months, since then we have been paying instalments for the car close to 7k and insurance to them for the car for 3 months, for the car that is not in our position. We are now 4 months without a car and there is no communication or feedback from them at all. We have exhausted all our funds renting out a vehicle, we seriously need our car. After sending email and CC’ d ombudsmen, NCR, consumer protection act and all relevant complaints departments they responded and just like many unsatisfied customers here they are shifting the blame on us, stating that we drove a car after the accident while we merely pulled over a car for safety on highway and we even Tracker Report - TripLogbook-24September2024-26September2024 that showed our exact movements and provided them with all supporting documents they required.
Please play your part and do justice by us, please don’t respond with “appreciate your kind words and thank you for your review acknowledging”
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Replies (4)0
Replies (4)RM
Richard M's updateReviewer Update
23 Jan 2025, 10:33I believe our insure did not intend to pay our claim from the start 25/09/2024, they did their inhouse assessment and investigation and additionally hired private independent LOSS ANALYST “Express Loss Analysts CC” ELA meaning they regarded our claim as a loss to them of which made the claim process drag for 2 months, fortunately after that long wait the outcomes on the 21/11/2024 were in our favour because we received commutation from them that our claim was approved
Only now on the 09/1/2025 when we called doing a follow up we were told by the panel beater that they took the car to Haval for maintenance of some damages that are out of their scope since they are Haval approved, Haval discovered that the gear box needed to be changed and Jiki jiki that’s where our insurer turned the table and went against their approval and is now putting the blame on us and choosing to partially pay for the claim. This on coming Saturday the 25th of January will mark 4 months we have been without the car since the accident.
RM
Richard M's update23 Jan 2025, 10:33
Reviewer Update
I believe our insure did not intend to pay our claim from the start 25/09/2024, they did their inhouse assessment and investigation and additionally hired private independent LOSS ANALYST “Express Loss Analysts CC” ELA meaning they regarded our claim as a loss to them of which made the claim process drag for 2 months, fortunately after that long wait the outcomes on the 21/11/2024 were in our favour because we received commutation from them that our claim was approved
Only now on the 09/1/2025 when we called doing a follow up we were told by the panel beater that they took the car to Haval for maintenance of some damages that are out of their scope since they are Haval approved, Haval discovered that the gear box needed to be changed and Jiki jiki that’s where our insurer turned the table and went against their approval and is now putting the blame on us and choosing to partially pay for the claim. This on coming Saturday the 25th of January will mark 4 months we have been without the car since the accident.
SA Underwriting Agencies (Pty) Ltd's replyOfficial
23 Jan 2025, 16:47Dear Richard
Thank you for your message
We confirm that all damages that were directly related to the incident have already been authorised and repaired.
Unfortunately, the damages to the gearbox are not directly related to the incident.
You had an accident where the vehicle sustained damages to the bumper and underside of the vehicle causing the gearbox fluid to leak out.
However you continued to drive the vehicle until the gearbox failed and the vehicle broke down.
As part of the claim validation we needed to determine the exact cause of the gearbox failure and we therefore appointed a loss adjuster to assist.
We can now confirm that the damages to the gearbox internals are not a direct result of the incident.
The gearbox damages are actually a result of driving the vehicle after the incident, thus causing further damage.
This further damage is referred to a consequential loss or indirect resultant damage.
Unfortunately , consequential loss is not covered by most insurers and therefore the replacement of the gearbox cannot be covered under your policy.
We trust this addresses your concerns
Kind regards
The SAU Team
We Dare to Deliver
SA Underwriting Agencies (Pty) Ltd's reply23 Jan 2025, 16:47
Official
Dear Richard
Thank you for your message
We confirm that all damages that were directly related to the incident have already been authorised and repaired.
Unfortunately, the damages to the gearbox are not directly related to the incident.
You had an accident where the vehicle sustained damages to the bumper and underside of the vehicle causing the gearbox fluid to leak out.
However you continued to drive the vehicle until the gearbox failed and the vehicle broke down.
As part of the claim validation we needed to determine the exact cause of the gearbox failure and we therefore appointed a loss adjuster to assist.
We can now confirm that the damages to the gearbox internals are not a direct result of the incident.
The gearbox damages are actually a result of driving the vehicle after the incident, thus causing further damage.
This further damage is referred to a consequential loss or indirect resultant damage.
Unfortunately , consequential loss is not covered by most insurers and therefore the replacement of the gearbox cannot be covered under your policy.
We trust this addresses your concerns
Kind regards
The SAU Team
We Dare to Deliver
RM
Richard M's updateReviewer Update
29 Jan 2025, 16:19Good Day,
We really don't understand this statement " The gearbox damages are actually a result of driving the vehicle after the incident, thus causing further damage " because our vehicle was towered from freeway where we pulled over for safety not far from the incident as per Tracker trip log history.
Now you guys are putting the blame on us after you saw the amount of money it is going to cost you to totally fix the damages occurred after the incident. And a very sad thing is that you don't call or give any feedback to your customers at all, we have sent you our email concerns via email from last week about this matter but no one has bothered to call and brief us why you are now paying partial damages of the incident.
Please Dare to deliver by calling us and put us on the loop
Very unhappy customer
We really don't understand this statement " The gearbox damages are actually a result of driving the vehicle after the incident, thus causing further damage " because our vehicle was towered from freeway where we pulled over for safety not far from the incident as per Tracker trip log history.
Now you guys are putting the blame on us after you saw the amount of money it is going to cost you to totally fix the damages occurred after the incident. And a very sad thing is that you don't call or give any feedback to your customers at all, we have sent you our email concerns via email from last week about this matter but no one has bothered to call and brief us why you are now paying partial damages of the incident.
Please Dare to deliver by calling us and put us on the loop
Very unhappy customer
RM
Richard M's update29 Jan 2025, 16:19
Reviewer Update
Good Day,
We really don't understand this statement " The gearbox damages are actually a result of driving the vehicle after the incident, thus causing further damage " because our vehicle was towered from freeway where we pulled over for safety not far from the incident as per Tracker trip log history.
Now you guys are putting the blame on us after you saw the amount of money it is going to cost you to totally fix the damages occurred after the incident. And a very sad thing is that you don't call or give any feedback to your customers at all, we have sent you our email concerns via email from last week about this matter but no one has bothered to call and brief us why you are now paying partial damages of the incident.
Please Dare to deliver by calling us and put us on the loop
Very unhappy customer
We really don't understand this statement " The gearbox damages are actually a result of driving the vehicle after the incident, thus causing further damage " because our vehicle was towered from freeway where we pulled over for safety not far from the incident as per Tracker trip log history.
Now you guys are putting the blame on us after you saw the amount of money it is going to cost you to totally fix the damages occurred after the incident. And a very sad thing is that you don't call or give any feedback to your customers at all, we have sent you our email concerns via email from last week about this matter but no one has bothered to call and brief us why you are now paying partial damages of the incident.
Please Dare to deliver by calling us and put us on the loop
Very unhappy customer
SA Underwriting Agencies (Pty) Ltd's replyOfficial
31 Jan 2025, 15:51Good afternoon Richard
We have already given feedback and the details regarding the claim to our policyholder.
An insurance policy is a contract between 2 parties.
We confirm that you are not our policyholder and unfortunately not part of the contract.
Our policyholder has not provided consent for us to disclose information regarding the claim to you.
Therefore all information pertaining to the claim may only be disclosed to the registered policyholder.
Kind regards
The SAU Team
We Dare to Deliver!
We have already given feedback and the details regarding the claim to our policyholder.
An insurance policy is a contract between 2 parties.
We confirm that you are not our policyholder and unfortunately not part of the contract.
Our policyholder has not provided consent for us to disclose information regarding the claim to you.
Therefore all information pertaining to the claim may only be disclosed to the registered policyholder.
Kind regards
The SAU Team
We Dare to Deliver!
SA Underwriting Agencies (Pty) Ltd's reply31 Jan 2025, 15:51
Official
Good afternoon Richard
We have already given feedback and the details regarding the claim to our policyholder.
An insurance policy is a contract between 2 parties.
We confirm that you are not our policyholder and unfortunately not part of the contract.
Our policyholder has not provided consent for us to disclose information regarding the claim to you.
Therefore all information pertaining to the claim may only be disclosed to the registered policyholder.
Kind regards
The SAU Team
We Dare to Deliver!
We have already given feedback and the details regarding the claim to our policyholder.
An insurance policy is a contract between 2 parties.
We confirm that you are not our policyholder and unfortunately not part of the contract.
Our policyholder has not provided consent for us to disclose information regarding the claim to you.
Therefore all information pertaining to the claim may only be disclosed to the registered policyholder.
Kind regards
The SAU Team
We Dare to Deliver!