BAD SERVICE FOR A FIRST CLAIM!

Item: SMART UMA
Rating: 1

Bad experience from MICHELLE .I called in on friday to enquire about a claim that I did but I didn’t go to the panel beaters due to unforeseen circumstances. So I wanted to claim again and It was first approved and was informed by thenjiwe that she will send me approved penal beaters in my area and I waited and no email was sent to me

I later called in and spoke to michelle, such a rude person and who doesn’t respect the companies clients. She told me that since I didn’t claim with the penal beaters that I will be responsible for paying the claim , she didn’t even bother to ask why didn’t go. This is my first claim with the insurance

I even told her that the treatment she giving me, I will cancel this policy and she responded by saying if I want to I am more than welcome to do so. Just imagine

She said she will call me back today and I am still waiting for her call me. She is very rude and doesn’t know how to treat the companies clients with respect . She honestly doesn’t value her customers. Or maybe its because I am paying R65 and therefore the company has better clients who pay more than what I pay!

If this issue is not solved, I will cancel it and look for another provider after all i am not a valued customer

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Replies (1)

SMART UMA's replyOfficial

29 Aug 2019, 09:57

Dear Sir, It is with great concern we received your e-mail outlining the problem you had with our service. As a service driven organisation, SMART goes to great lengths to provide service excellence to all our valued customers. During our investigation of this complaint we analysed the voice recording between yourself and the respective claims agent – regrettably we do not fault our agent in this instance. However – it is worthy to note that claims that prescribed we are still liable for the damages. Therefore this incident will not pass un-scrutinized and will be addressed internally. Please note that our records do indicate that a claim has been registered as of today and a list of repairers was sent in order to obtain the relevant quotation for claims review and validation thereof. Upon approval thereof – the claims agent to assist further with the authorisation to be app****. Once this has been processed you will receive an SMS notification confirming the repair and on approval contact will be made to arrange a convenient date and place for the maintenance to take place. We hope this is sufficient to solve the issue and clear any remaining inconvenience. Thank you for co-operation and patience herein. Kind Regards,

Risk Management Complaints Division
Tel No: ***
Email: ***

SMART UMA's reply29 Aug 2019, 09:57

Official