VL
Vuyisile L
1 reviews | Active since Nov 2019
27 Nov 2019, 10:29
TalkSure and Apex Vehicle Warranty Insurance are a dissaster
After paying 3 consecutive premiums with this company, my vehicle claim was rejected. I had a breakdown with my vehicle, i called Talksure and Apex offices for a road assistance, no one picked up a phone, i was left stranded. I opted arranging myself a tow-truck and a mechanic that diagnosed the problem with my vehicle. A new Clutch - Kit was replaced. When i called this insurance on Monday, the Consultant told me i deviated their procedures cause they did not authorise for a job card to repair my vehicle, i requested to speak to his Manager, he brought in another version that my vehicle Clutch - Kit is not covered in my insurance policy. I immediately requested Talksure and Apex to cancel my policy insurance and for them to refund ALL the premiums i have paid with them, this Manager by the surname of Pillay told me that they wont pay back my premiums. This Company is exploiting customers and has a failed Customer Service which does not cater the customers when in need of help. How come they do not have a Road Assistance Toll Free Number? They display arrogance coupled by disrespect to customers. I would not advise any vehicle holder to take an insurance policy with TalkSure and Apex. I want my premiums refund, they must pay back my money, they have failed to live up to my expectations
Helpful (0)
Replies (4)0
Replies (4)
Talksure Sa's replyOfficial
27 Nov 2019, 11:23Dear Vuyisile
Thank you for reaching out to us.
We are sad to hear that you feel this way and, we are in the process of investigating the matter further. We will be in contact with you shortly.
Regards
Talksure team
Thank you for reaching out to us.
We are sad to hear that you feel this way and, we are in the process of investigating the matter further. We will be in contact with you shortly.
Regards
Talksure team
Talksure Sa's reply27 Nov 2019, 11:23
Official
Dear Vuyisile
Thank you for reaching out to us.
We are sad to hear that you feel this way and, we are in the process of investigating the matter further. We will be in contact with you shortly.
Regards
Talksure team
Thank you for reaching out to us.
We are sad to hear that you feel this way and, we are in the process of investigating the matter further. We will be in contact with you shortly.
Regards
Talksure team
VL
Vuyisile L's updateReviewer Update
27 Nov 2019, 11:49Dear TalkSure and Apex. 'It takes years to build a business, but, it takes SECONDS to **** a business". TalkSure and Apex are taking customers for granted. Arrogance from your appointed Managers and Consultants is not what the customers want.
VL
Vuyisile L's update27 Nov 2019, 11:49
Reviewer Update
Dear TalkSure and Apex. 'It takes years to build a business, but, it takes SECONDS to **** a business". TalkSure and Apex are taking customers for granted. Arrogance from your appointed Managers and Consultants is not what the customers want.
Talksure Sa's replyOfficial
27 Nov 2019, 13:22Dear Vuyisile,
We acknowledge receipt of your complaint and we are investigating the merits of same. We will be in contact with you regarding the matter as well as an official response to the complaint will be posted on this platform.
We kindly ask of you to afford us the opportunity of investigation to ensure that all avenues have been scrutinized and your complaint be given the attention deserved.
Regards
Talksure team
We acknowledge receipt of your complaint and we are investigating the merits of same. We will be in contact with you regarding the matter as well as an official response to the complaint will be posted on this platform.
We kindly ask of you to afford us the opportunity of investigation to ensure that all avenues have been scrutinized and your complaint be given the attention deserved.
Regards
Talksure team
Talksure Sa's reply27 Nov 2019, 13:22
Official
Dear Vuyisile,
We acknowledge receipt of your complaint and we are investigating the merits of same. We will be in contact with you regarding the matter as well as an official response to the complaint will be posted on this platform.
We kindly ask of you to afford us the opportunity of investigation to ensure that all avenues have been scrutinized and your complaint be given the attention deserved.
Regards
Talksure team
We acknowledge receipt of your complaint and we are investigating the merits of same. We will be in contact with you regarding the matter as well as an official response to the complaint will be posted on this platform.
We kindly ask of you to afford us the opportunity of investigation to ensure that all avenues have been scrutinized and your complaint be given the attention deserved.
Regards
Talksure team
Talksure Sa's replyOfficial
03 Dec 2019, 09:51Dear Vuyisile,
Thank you for allowing us the opportunity to conduct an investigation into the matter.
As per our findings, you had called the Claims department over the weekend and to which the "Out of office" recording was played.
You called the Claims department again on 18-11-2019 (Monday) and had advised the assessor that you had already repaired your vehicle (clutch kit) over the weekend and you wish to submit a claim. The assessor had advised you that unauthorized repairs are not covered as per the policy's terms and conditions. The Claims department had then requested the invoice and the job card from you which you did not wish to provide and they had also requested the contact details of the repairer which you did not wish to provide.
You further queried with the assessor as to why were you unable to receive assistance over the weekend and why is there no Roadside Assistance and to which you was advised that you would need to contact Talksure as we have service providers for Roadside Assistance. You subsequently requested cancellation and having your premiums refunded due to you not receiving assistance over the weekend.
We note that your policy includes Roadside Assistance inclusive of but not limited to a Towing benefit as well as a Car Hire benefit that provides you with a replacement vehicle, for up to 5 days, in the event that your vehicle has had a mechanical or electrical fault and is going in for repairs. The contact details for our in-house Crisis Centre that handles these requests is noted on your policy documents and we state that they are fully functional, 24/7, 365 days a year. We also confirm that the policy documents inclusive of all relevant information required by yourself was sent to you by mobi-link (sms) and we are therefore of the view that you had access to this information.
Based on the above, we conclude that all relevant information was provided to you however regrettably, you had not followed procedure and therefore our claims department are correct with the ruling of rejecting the claim. We are also satisfied in the manner in which all relevant persons had conducted their interaction with you and we therefore confirm that your request for a refund of premiums has been declined.
We regret that our response is unfavourable however we trust that you will find the above to be in order.
Regards
Talksure team
Thank you for allowing us the opportunity to conduct an investigation into the matter.
As per our findings, you had called the Claims department over the weekend and to which the "Out of office" recording was played.
You called the Claims department again on 18-11-2019 (Monday) and had advised the assessor that you had already repaired your vehicle (clutch kit) over the weekend and you wish to submit a claim. The assessor had advised you that unauthorized repairs are not covered as per the policy's terms and conditions. The Claims department had then requested the invoice and the job card from you which you did not wish to provide and they had also requested the contact details of the repairer which you did not wish to provide.
You further queried with the assessor as to why were you unable to receive assistance over the weekend and why is there no Roadside Assistance and to which you was advised that you would need to contact Talksure as we have service providers for Roadside Assistance. You subsequently requested cancellation and having your premiums refunded due to you not receiving assistance over the weekend.
We note that your policy includes Roadside Assistance inclusive of but not limited to a Towing benefit as well as a Car Hire benefit that provides you with a replacement vehicle, for up to 5 days, in the event that your vehicle has had a mechanical or electrical fault and is going in for repairs. The contact details for our in-house Crisis Centre that handles these requests is noted on your policy documents and we state that they are fully functional, 24/7, 365 days a year. We also confirm that the policy documents inclusive of all relevant information required by yourself was sent to you by mobi-link (sms) and we are therefore of the view that you had access to this information.
Based on the above, we conclude that all relevant information was provided to you however regrettably, you had not followed procedure and therefore our claims department are correct with the ruling of rejecting the claim. We are also satisfied in the manner in which all relevant persons had conducted their interaction with you and we therefore confirm that your request for a refund of premiums has been declined.
We regret that our response is unfavourable however we trust that you will find the above to be in order.
Regards
Talksure team
Talksure Sa's reply03 Dec 2019, 09:51
Official
Dear Vuyisile,
Thank you for allowing us the opportunity to conduct an investigation into the matter.
As per our findings, you had called the Claims department over the weekend and to which the "Out of office" recording was played.
You called the Claims department again on 18-11-2019 (Monday) and had advised the assessor that you had already repaired your vehicle (clutch kit) over the weekend and you wish to submit a claim. The assessor had advised you that unauthorized repairs are not covered as per the policy's terms and conditions. The Claims department had then requested the invoice and the job card from you which you did not wish to provide and they had also requested the contact details of the repairer which you did not wish to provide.
You further queried with the assessor as to why were you unable to receive assistance over the weekend and why is there no Roadside Assistance and to which you was advised that you would need to contact Talksure as we have service providers for Roadside Assistance. You subsequently requested cancellation and having your premiums refunded due to you not receiving assistance over the weekend.
We note that your policy includes Roadside Assistance inclusive of but not limited to a Towing benefit as well as a Car Hire benefit that provides you with a replacement vehicle, for up to 5 days, in the event that your vehicle has had a mechanical or electrical fault and is going in for repairs. The contact details for our in-house Crisis Centre that handles these requests is noted on your policy documents and we state that they are fully functional, 24/7, 365 days a year. We also confirm that the policy documents inclusive of all relevant information required by yourself was sent to you by mobi-link (sms) and we are therefore of the view that you had access to this information.
Based on the above, we conclude that all relevant information was provided to you however regrettably, you had not followed procedure and therefore our claims department are correct with the ruling of rejecting the claim. We are also satisfied in the manner in which all relevant persons had conducted their interaction with you and we therefore confirm that your request for a refund of premiums has been declined.
We regret that our response is unfavourable however we trust that you will find the above to be in order.
Regards
Talksure team
Thank you for allowing us the opportunity to conduct an investigation into the matter.
As per our findings, you had called the Claims department over the weekend and to which the "Out of office" recording was played.
You called the Claims department again on 18-11-2019 (Monday) and had advised the assessor that you had already repaired your vehicle (clutch kit) over the weekend and you wish to submit a claim. The assessor had advised you that unauthorized repairs are not covered as per the policy's terms and conditions. The Claims department had then requested the invoice and the job card from you which you did not wish to provide and they had also requested the contact details of the repairer which you did not wish to provide.
You further queried with the assessor as to why were you unable to receive assistance over the weekend and why is there no Roadside Assistance and to which you was advised that you would need to contact Talksure as we have service providers for Roadside Assistance. You subsequently requested cancellation and having your premiums refunded due to you not receiving assistance over the weekend.
We note that your policy includes Roadside Assistance inclusive of but not limited to a Towing benefit as well as a Car Hire benefit that provides you with a replacement vehicle, for up to 5 days, in the event that your vehicle has had a mechanical or electrical fault and is going in for repairs. The contact details for our in-house Crisis Centre that handles these requests is noted on your policy documents and we state that they are fully functional, 24/7, 365 days a year. We also confirm that the policy documents inclusive of all relevant information required by yourself was sent to you by mobi-link (sms) and we are therefore of the view that you had access to this information.
Based on the above, we conclude that all relevant information was provided to you however regrettably, you had not followed procedure and therefore our claims department are correct with the ruling of rejecting the claim. We are also satisfied in the manner in which all relevant persons had conducted their interaction with you and we therefore confirm that your request for a refund of premiums has been declined.
We regret that our response is unfavourable however we trust that you will find the above to be in order.
Regards
Talksure team