JW
Johan W
1 reviews | Active since Sept 2017
13 Aug 2020, 22:25
Unacceptable service!
Called several times to find out the progress of my claim for scratches, dents and chip marks on my Chevrolet van only to finally get an outcome that the claim was rejected due to damages exceeding the R3000 limit.
No claims could be attended to during the early stage of COVID-19 lockdown, thus adding up to further ware and tare on the body. They could not at least do one panel or some of the marks/scratches within the limit and there is no interest to help. To date, I am still waiting for the rejection letter that was promised on the 6th of August and there is no communication of updates at all. I spoke to Cindy and Frederick regarding my claims (claim no: T321212)
Helpful (0)
Replies (1)0
Replies (1)
SMART UMA's replyOfficial
14 Aug 2020, 08:37Dear Sir,
This letter serves to confirm that we have reviewed the merits of your complaint received on the 13/08/2020.
The claim in contention was reported on the 20/07/2020. It was advised that the vehicle sustained damages to the bonnet, right rear bumper/fender, right front door and the left front fender and required repair and restoration thereof. The normal claims procedure was followed whereby we requested to obtain and produce quotes and to send photos regarding the required maintenance and restoration.
Upon receiving the requested information – we proceeded to reject the claim as the damages quoted for which equates to R 10,276.17 exceeds the policy indemnity limit of R 4,500.00 VAT inclusive and regrettably is specifically excluded from the scope of cover.
As SMART UMA strongly believe in the application of TCF - the merits of the claim were reviewed by claims management who have app**** reasonability and fairness to the matter and as a gesture of goodwill, agreed to authorise the claim for the vehicles left rear fender up to and within the plan indemnity limit of R 4,500.00 VAT inclusive.
However, the remaining damages mentioned above will be noted as pre-existing and the balance thereof will be for your own account.
A claims agent has been allocated 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.
A claims agent has been allocated 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 you are happy with the outcome herewith.
Thank you for your cooperation and patience herein.
Thank you for your cooperation and patience herein.
Kind Regards,
Risk Management Complaints Division
SMART UMA's reply14 Aug 2020, 08:37
Official
Dear Sir,
This letter serves to confirm that we have reviewed the merits of your complaint received on the 13/08/2020.
The claim in contention was reported on the 20/07/2020. It was advised that the vehicle sustained damages to the bonnet, right rear bumper/fender, right front door and the left front fender and required repair and restoration thereof. The normal claims procedure was followed whereby we requested to obtain and produce quotes and to send photos regarding the required maintenance and restoration.
Upon receiving the requested information – we proceeded to reject the claim as the damages quoted for which equates to R 10,276.17 exceeds the policy indemnity limit of R 4,500.00 VAT inclusive and regrettably is specifically excluded from the scope of cover.
As SMART UMA strongly believe in the application of TCF - the merits of the claim were reviewed by claims management who have app**** reasonability and fairness to the matter and as a gesture of goodwill, agreed to authorise the claim for the vehicles left rear fender up to and within the plan indemnity limit of R 4,500.00 VAT inclusive.
However, the remaining damages mentioned above will be noted as pre-existing and the balance thereof will be for your own account.
A claims agent has been allocated 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.
A claims agent has been allocated 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 you are happy with the outcome herewith.
Thank you for your cooperation and patience herein.
Thank you for your cooperation and patience herein.
Kind Regards,
Risk Management Complaints Division