Incompetence

I am very furious, and this is an understatement. My sister was involved in an accident towards the end of last month. Well, since then it has been an uphill battle with the call centre agents. We were given a consultant who seemed not to understand what Service is all about. I had to call in numerous times to find out what is needed and the process going forward but always I was told that her line is busy. Even my sister had to call from the Hospital bed three times and to No Luck.

We then decided to write a mail. We were given a gentleman to take over and promised that now it will be smooth sailing. Guess what, it is from bad to worse. The gentleman does not have any clue of what to do and how to do it. Many mails have been send and every time there is an excuse. We did not know of how far the claim is as this guy did not call nor send an email to inform the client of the process. Now its 6 weeks later and this claim is not moving.

I send over 11 mails asking questions for my sister and all you get is we waiting for the third party. Now yesterday, again, my sister decided to call the call centre. She was informed that this claim can take over a year, yes over a year? She then hang up before my sister could ask for the person responsible for this claim. Really? that means she would have settled her car by then. Is it really possible? We then decided to call third party which is Sasria (Spelling) for road accidents and they said that in 6 weeks now the claim does not appear on the system. Remember we have been informed by Stansure agent that this is processed and they are waiting for feedback and all documents are sent through.

My sister then asked the Sasria agent as to how long does this process normally take, the agent said approximately a month or so. Now this is contrary to what the agent said in the morning. Now who is telling the truth here?

My sister then asked me to call in. I did manage to speak to the gentleman (I decide not to mention his name) and he said that it is not true, the claim is in and he tried calling my sister that day to No avail. Again, he was not telling the truth, he never phoned. He said he will call her immediately to give feedback ( almost 8 days without keeping the client informed)

Again, he did not. My sister called the third Party again (Sasria - Spelling) and the agent had looked and told my sister that the documents are in but the Stansure agent gave wrong Ref number hence they could not pick it up. Unfortunately the claim is not loaded as the details on the form and the ones my sister sent to Stansure are not correct. You see now, the details could have long be correct if the Stansure guy should have paid more attention to us because we kept on asking him via mail as to how far are they in finalising this claim. He did not bother following up with the claim (he could have been told that something is not right)

As it stand today, I presume that the claim will only be corrected today and we now have to wait for a month. My sister is working far, she therefore could not get another vehicle in time as this claim was not time properly because someone at Stansure did not care. Is this proper I ask? How can a client be the one who noticed that something is not going well with her claim?

Can we please have someone competent enough to deal with this claim take over. We cannot have a situation whereby people pay they hard earned money and not get the Service. I am not sure if me or any of my family members will consider doing business with Stansure after our experience./ Infact I will discourage anyone from doing so. I am fuming.