Horrible Claims Process

I logged the above claim on the 22/08/2020, at 11:30am. I was told by the consultant that she would book a contractor for after 13:00 that same day. After waiting at home until 16:00, for the contractor to call me, I called your after hours claim number, only to be told that the initial consultant who logged the claim had not assigned a contractor, so the after hours consultant assigned a contractor and told me that they would be in contact as they were a 24/7 company.

To cut a long story short, your contractor never called me, and nor did they arrive at my property, and due to the dire situation I was facing I needed the problem to be looked at urgently and resolved, so I ended up calling my own plumber.

I called the after hours consultant, again, on Sunday the 23rd to cancel the contractors, since they had never arrived, and my private plumber had sorted the problem out. I was advised to send the invoice in, as I would get the sum of R2000 paid out directly to my account. So on Monday the 24/08/2020 I sent my invoice in, with the above claim reference number, and I received an automatic response that I would be contacted within 24 hours.

On the 31/08/2020, well after your SLA of 24 hours, I received an "Agreement of loss" form from Koketso Manaka to sign, and it indicated a completely different amount to what I was told by the call center consultant, but non the less I emailed it back to her on the same day, and I received no response. After 3 days, I sent a follow up email, and still no response. So I decided to message your facebook messenger team for assistance, and this did not go well at all, and I have screenshots, the subtle attitude of whoever was dealing with the facebook messenger responses was astounding, it appears that this individual had no time to assist me with anything, and they still have not responded to my request for the issue to be escalated.

In summary, your insurance department's communication has been absolutely abysmal, and the customer service is non-existent, so much so that I am now looking at moving the building insurance cover, I have had with you for many years, to another competitor, who goes the extra mile to look after their customers.

I would appreciate that this be looked into as a formal complaint, and I would appreciate that my claim gets settled at the initial amount of R2000 that call center consultant initially advised me, as this claim has been ongoing for almost 3 weeks now.