1 reviews | Active since Oct 2015
Absolutely poor communication skills!
In 2015 I got a minor scratch on my front left bumper by parking too near to a concrete object. Simultaneously I claimed for damage to rims, it all was on the same quote provided by BMW ARC. Because of the limit in funds available for claiming, I decided to repair only the rims, it was on one quote,the service centre did have some trouble with the fact that I only wanted to repair the rims, but did not provide the alternative to help the fender to be fixed, so finally gave permission to repair the rims.<br> <br> This year, I scratched my left fendor again, and when I wanted to claim for it, they said that a separate claim was launched for the fendor last year (THE FIRST WORD I HEARD OF 2 CLAIMS BEING REGISTERED). Although the service center lady was extremely rude, she was the first person 2 tell me that since I cancelled the claim (remember, I made one phone call, and they decided to register 2 claims of which I was unaware) and since there is no proof that I have fixed the fender, which I did not know that I needed to have, they have to reject the claim.<br> <br> I am utterly dissapointed, I would have taken pictures of the fender or never cancelled the claim if I had been properly informed!!!!
The issue was never resolved. The insurance simply insisted that I would have to pay for the repairs myself or not claim it from them ever again... Which was utterly ridiculous since I have by then, missed the time to claim it from my personal vehicle insurance. Don't claim to resolve the issue if only bad service was given... I should report them to the insurance ombudsman
The issue was never resolved. The insurance simply insisted that I would have to pay for the repairs myself or not claim it from them ever again... Which was utterly ridiculous since I have by then, missed the time to claim it from my personal vehicle insurance. Don't claim to resolve the issue if only bad service was given... I should report them to the insurance ombudsman
Good day Ms Raubenheimer,
We have requested proof of repairs done on your vehicle as per your withdrawal of the claim you registered for paint repairs in 2015. The terms of the withdrawal was explained to you telephonically that this will be noted for your own account and we approved the claim for the rims only.
Please send us an invoice as confirmation that repairs were done in order to reinstate cover on those panels.
Regards SMART
Good day Ms Raubenheimer,
We have requested proof of repairs done on your vehicle as per your withdrawal of the claim you registered for paint repairs in 2015. The terms of the withdrawal was explained to you telephonically that this will be noted for your own account and we approved the claim for the rims only.
Please send us an invoice as confirmation that repairs were done in order to reinstate cover on those panels.
Regards SMART
I requested the telephonic tape of that conversation since I am very sure that if anyone was to listen to it, it would be extremely clear that I did not know that you registered 2 claims on one phone call from me. Without the tapes, all calls, including the initial call and follow up calls where the lady at your call centre definitely did not make sure that I understood what the implications were, your answer means absolutely nothing... Like the service I received from you.
I requested the telephonic tape of that conversation since I am very sure that if anyone was to listen to it, it would be extremely clear that I did not know that you registered 2 claims on one phone call from me. Without the tapes, all calls, including the initial call and follow up calls where the lady at your call centre definitely did not make sure that I understood what the implications were, your answer means absolutely nothing... Like the service I received from you.
Note* I request the tapes... Not requested...
Note* I request the tapes... Not requested...
I got to listen to approximately 20second of tape, the part the insurance company cut so that they sound innocent. In my first complaint, I mentioned that I was NEVER informed initially that 2 claims were registered, and it was the duty of the call centre agent to inform me of that. I was only informed of it when I wanted to claim a second time for new damages. Total lack of adequately trained staff in an insurance setting and them putting the blame on the customer.
Smart Uma has left a really bad taste in my mouth... Poor service. They are the sort of company that make the general public have such a bad image of insurance companies in general.
I got to listen to approximately 20second of tape, the part the insurance company cut so that they sound innocent. In my first complaint, I mentioned that I was NEVER informed initially that 2 claims were registered, and it was the duty of the call centre agent to inform me of that. I was only informed of it when I wanted to claim a second time for new damages. Total lack of adequately trained staff in an insurance setting and them putting the blame on the customer.
Smart Uma has left a really bad taste in my mouth... Poor service. They are the sort of company that make the general public have such a bad image of insurance companies in general.