Do not use Smart UMA (underwritten by Motovantage) - horrible customer service

Item: SMART UMA
Rating: 1
Author: Olinda Ben-Mazwi

I have never experienced such atrocious customer service in my life. I called to file a claim and was told to send pictures for the claim on a whatsapp number.After recieving no response after 3 days - i followed up via email Shevaugn told me that they needed a picture of my boot lid in order to process the claim. I sent it immediately. A week later I called to follow up again, I spoke to a lady called Linda - who said tha Shevaugh was on leave and that she will follow up and get back to me. She never did. I called again to find out whats going on a few days later and they said somone had called to give me feed back but I didnt answer (they never left a message, nor did they send an email - I had tried calling the number back but it had said the number doesnt exist). I have called, emailed, asked to speak to management - but to no avail. The claims consultant are also very non chalant boardering to rude when dealing with customer and make you feel like as the client you are applying for a free service. When I did eventually get hold of a consultant, they said they will get back to me (their favourate line) and I am still waiting. I would not recommend this company, and would also suggest that the company sends their staff for customer service training. I'm actually shocked that Mercedes Benz SA directs their clients to a company that is obviosly way beyond their customer service standards.

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Replies (1)

SMART UMA's replyOfficial

23 Jan 2020, 09:36

Dear Madam,

SMART UMA has reviewed your complaint and duly noted your comments, and 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 noted there was unfortunately a delay in determining liability in respect of the claim as there was further time spent assessing the visuals received and whether the claim falls within the policy terms.

In addition to the duty to handle claims we give a great deal of consideration to take all of the circumstances of the situation into account, and to act in a way that gives appropriate priority to treating customers fairly.

However – we are pleased to inform you that the claim will be authorized for the damages to the vehicles left front bumper and the damages to the bootlid and left rear door will regrettably be marked as pre-existing and will be for your own account.

As a result of this issue, and in order to prevent this from happening in the future, this incident will not pass un-scrutinized and will be addressed internally. I would like to thank you for bringing this to our attention as it is important that our services to you are timely, responsive and cost-effective. It will help us improve our operations and services.

We sincerely apologize for any frustration and inconvenience that this may have caused in this regard.

Thank you for your cooperation and patience herein.

Kind Regards,

Risk Management Complaints Division

SMART UMA's reply23 Jan 2020, 09:36

Official