Disappointing Claims Service

<p>I first contacted streamline on 26 May 2016 to use my policy for the first time.</p> <p>Yolandi du Toit (Smart) created 2 claims for me. 1 for chips, dents and scratches and 1 for a mag repair. i received 2 sms's on 26 May and then nothing further. i had to email Yolandi 7 working days later to find out what is happening as i hadn’t been contacted again. She told me an assessor was going to come out to do an assessment. Wesley eventually came to my office 9 days later. He took photos of my car (not close up's) and the mag (he didn’t write any assessment). The next day Yolandi emails me: "As per the assessment and visuals there are no chips, scratches nor dents on the vehicle". This is because he took the photos from so far away and didn’t fill in any paperwork to explain where any of them were! So I had to take the photos myself with my cellphone and email them to Yolandi and explain what each one was - this is what the assessor should have done, not so? 3 days later i get another email form Yolandi saying i must go get quotes - no explanation of what or where - again i had to ask when it should be her assisting me with the information! So i go get the quotes (after asking her to send me the list of places) and after sending them to her she tells me they are not good enough i must have them redone. "Kindly obtain a complete quote including all damages". i thought that is what i had done but clearly it was not good enough but she doesn’t have the decency to phone me and explain exactly what she is looking for, again i have to phone and ask and then it gets explained! After having the quote redone by Sparkling eventually more than 1 month later the claim is approved. Really?</p> <p>The mag repair was approved on 9 June for Streamline mobile repairs. i was called by Rika to make a booking for 6 July at 1pm. 3 weeks later? So yesterday at 1:30 when Ricardo had not arrived yet, and i had not had a phone call from him, i called Rika who said that she forgot to take out my paperwork yesterday morning so he wasnt actually coming and can we reschedule. She didn’t even bother to phone me to explain or apologise, i had to phone her to find out where he was only then to be told oh sorry! She rescheduled for 13 July which was unacceptable and after speaking to Martha it was rescheduled for today at 10:30. So when Ricardo arrived he took one look at my mag and said oh sorry i cannot repair that mag, you need to go to a repairer to do it. He said we do not mobile repair 2 tone mags (silver and chrome). Now how was that not noticed in the photo that was taken by your assessor Wesley!?</p> <p>So i have to phone Smart again and ask to speak to Yolandi. When i tell her it is in connection with the mag repair she says hold on and puts me through to queries! Doesn’t tell me she can’t help me and i must now deal with queries, she just transfers me, very rude! So unfortunately Uline gets the brunt of my frustration and disappointment with the shocking service to date! She tells me i have to go get quotes for the mag repair and i ask her to send me the names of the places which she does. I ask her to tell Martha to phone me so i can speak to her about this claim. Martha phoned me and without much empathy or apologies passes the buck to Streamline for not noticing that the mag was 2 tone. If the assessor had written on a report or taken a proper photo (because Martha says you cannot see on the photo that it is 2 tone) then Streamline would have known this information. So because of someone else's incompetence and not asking all the right questions i am inconvenienced! Uline and Martha do tell me that the claim is valid for 12 months - as if anyone wants to wait 12 months to have the repair done, the point it that you want it done now that is why you claim now, not yet year!</p> <p>The whole claims process was never once explained from A-Z, just little drips and drabs of emails back and forth with me asking all the questions, where instead it should have been explained in a decent manner on the 26th of May.</p> <p>I am very disappointed by the service i have received and i am very reluctant to recommend Streamline or Smart to anyone i know as i would be embarrassed if they received the same poor service that i have. </p>