SO
Simone O
1 reviews | Active since Aug 2014
19 Nov 2019, 09:52
They don't know how to cancel the insurance.
I took this insurance for small dents and scratches. Submitted a claim - everything went smooth. When I found out that repairing the minor damages privately costs less than the insurance itself, I decided to cancel the claim and want to cancel the insurance.
No one can tell me who I should mail or call to cancel this. Really getting annoying. I can't answer anytime during the day, and when I give times, they still call during times I can't answer. When I call, no one knows what to do next - I want to cancel the claim AND CANCEL THE WHOLE INSURANCE.
Really...this is unacceptable.
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SMART UMA's replyOfficial
19 Nov 2019, 11:16Dear Madam,
It is with great concern we received your comments 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.
A claims agent has been allocated to assist further with the cancellation of the claim in contention, as well as your request to cancel the WesBank Streamline maintenance plan will be allocated to a customer care agent for facilitation thereof.
Please note that you will be entitled to a pro-rata refund for the remaining period of this Maintenance Plan, less a cancellation fee of R100 including Vat providing you have not benefited from the use of the Maintenance Plan within the respective time period. The refund is payable to you (cash plan) or to the finance house (financed plan).
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 co-operation and patience herein.
Kind Regards,
Risk Management Complaints Division
Risk Management Complaints Division
SMART UMA's reply19 Nov 2019, 11:16
Official
Dear Madam,
It is with great concern we received your comments 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.
A claims agent has been allocated to assist further with the cancellation of the claim in contention, as well as your request to cancel the WesBank Streamline maintenance plan will be allocated to a customer care agent for facilitation thereof.
Please note that you will be entitled to a pro-rata refund for the remaining period of this Maintenance Plan, less a cancellation fee of R100 including Vat providing you have not benefited from the use of the Maintenance Plan within the respective time period. The refund is payable to you (cash plan) or to the finance house (financed plan).
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 co-operation and patience herein.
Kind Regards,
Risk Management Complaints Division
Risk Management Complaints Division