1 reviews | Active since Dec 2016
CELL PHONE CLAIMS EXPERIENCE
<p>PERSONAL POLICY GS187422 INTEGRISURE - In mid December i submitted a claim for two cell phones having been ******. I provided the company with the SAPS details, the blacklisting of both phones, the iemi numbers, the serial numbers, proof of ownership and replacement quotes. I have had to make contact with them to find out what was happening a month later only to be told that they need to appoint an assessor, i was interviewed a day later by Yolandi. A further week passed when i was contacted by an investigator from CENSEO that they needed to interview me. Now i have also been asked to provide an activity report on the two phones. The question is why is SANTAM waking up nearly a month later that they suddenly want to appoint tow investigators and now only asking for the activity report? This is shocking service to any customer and clients in general need to be made aware of TREATING CUSTOMERS FAIRLY principle. I never expected this from such a large and reputable insurance company, the serviuce has been totally shocking, how can they expect us to wait so long when we have provided them with everything from day one. If they suspect something is wrong, well talk to us, but no they keep quiet in hope we will just go away and they dont have to pay out. Where does a consumer turn to against such alleged captains and a giant in this industry?</p>
Good day
Thank you for your post.
Please be advised that we are in the process of investigating your complaint.
We will be in contact with you shortly.
Thank you and kind regards
Kurt Koopman
Client Care Manager
Good day
Thank you for your post.
Please be advised that we are in the process of investigating your complaint.
We will be in contact with you shortly.
Thank you and kind regards
Kurt Koopman
Client Care Manager
Good Afternoon Sir, thank you for responding and i appreciate you need to conduct your investigation into the claim. Please appreciate i have had to borrow a cell phone which needs to be returned to the owner and consequently this leaves me in a dire situation. Please advise when i can expect a positive result in this matter, this is not a complicated claim and all documents were provided from the outset. As previously stated if it is your view to interrogate every claim and pay a ridiculous fee to CENSEO as well now, then why did your management not do this over a month ago. What is it in the claim that makes it okay to treat us unfairly and like we are *********?
Good Afternoon Sir, thank you for responding and i appreciate you need to conduct your investigation into the claim. Please appreciate i have had to borrow a cell phone which needs to be returned to the owner and consequently this leaves me in a dire situation. Please advise when i can expect a positive result in this matter, this is not a complicated claim and all documents were provided from the outset. As previously stated if it is your view to interrogate every claim and pay a ridiculous fee to CENSEO as well now, then why did your management not do this over a month ago. What is it in the claim that makes it okay to treat us unfairly and like we are *********?
I had a meeting with the investigator this morning, he advised that he wished to record the meeting which i objected to and i advised him that he could ask me any questions he wants, ask for the meeting to be recorded in writing which i would sign, but that i was not willing to have myself recorded. Why do they have to record the meeting, when they have recorded my claim over the phone with Integrisure in each of the moments that they called me and i was forced to call them. Further, they interviewed my girlfriend without giving me the courtesy of informing me that they had questioned her and further that they did not inform her whether they had recorded her conversation. I have advised the investigator as well as the broker and insurer Santam, that they are welcome to question me on anything they wish, record that meeting in writing which i will happily sign as confirmation of what was discussed. The investigator declined to take the meeting further as he could not record it. I find this behaviour very strange and secondly i do not find anything in my insurance policy terms and conditions that dictates that they have to voice record my interviews, i find this treatment shocking and extremely unfair. I have lodged a complaint with the Ombudsman and will make contact now with the FSB.
I had a meeting with the investigator this morning, he advised that he wished to record the meeting which i objected to and i advised him that he could ask me any questions he wants, ask for the meeting to be recorded in writing which i would sign, but that i was not willing to have myself recorded. Why do they have to record the meeting, when they have recorded my claim over the phone with Integrisure in each of the moments that they called me and i was forced to call them. Further, they interviewed my girlfriend without giving me the courtesy of informing me that they had questioned her and further that they did not inform her whether they had recorded her conversation. I have advised the investigator as well as the broker and insurer Santam, that they are welcome to question me on anything they wish, record that meeting in writing which i will happily sign as confirmation of what was discussed. The investigator declined to take the meeting further as he could not record it. I find this behaviour very strange and secondly i do not find anything in my insurance policy terms and conditions that dictates that they have to voice record my interviews, i find this treatment shocking and extremely unfair. I have lodged a complaint with the Ombudsman and will make contact now with the FSB.
The Insurer has made a decision and the matter is now closed.
The Insurer has made a decision and the matter is now closed.