Telesure made a commitment to pay claim and it would now seem that they are trying to get out of that commitment and they have all the recordings

Below is one of the emails I have sent to your offices if you are not going to pay kindly supply me with the recording I requested as well as the documents I requested so that I can take this up with the ombudsman. I would have gone into more detail but after almost a 100 calls to your offices I no-longer have the energy to detail it but would rather take it from the top but I must say my experience has been horrific to say the list.

I have requested documents , managers and recording on numerous occasions to date I have not spoken to a manager , I have not received any recording or any single documents.

Besides the ombud this experience ought to be shared with as many people as possible so that people do not find themselves faced with similar situation I’m now left with a person who’s main purpose is to find a way to get out of the commitment made.

Thank you for your prompt response , kindly advise which invoice you looking for ?

I had followed up on the recordings I had requested and requested an additional one your policy documents because I searched for them using the policy number on my email and I could not locate them.

I can only provide so much documents.

It feels as even though a commitment was made to pay the claim solely on the account that when I enquired if the components in question are covered and you confirmed . The commitment to pay was made on the account that you confirmed the components as being covered the commitment to pay was not on the account policy conditions but it would seem that now I’m now forced to comply with certain policy conditions ,where as you said that these components would not be covered under my policy conditions were it not for having confirmed them as covered.

When a commitment was made it sounded more like a courtesy or an ex Gracia payment that because somebody said there was cover when there was none but it now sound like there is actual cover and there are policy conditions of that cover that have to be met.

It also sounds like if it were found that Toyota did not do what they say they did I would be found to be at fault.

I did not come to you Telesure trying to de***** the insurance before I submitted a claim I called in to enquire if this is a claimable event and if the components in question are covered and same was confirmed.

I really do not know what I now have to do , because you are now behaving as this was covered pending compliance where as it was not covered but was only going to be paid because you said it was.

One day there might be a claim that is covered that will be paid in accordance with policy conditions but this was not the one for policy conditions after a commitment was made and it was not a conditional commitment as I was even asked to provide my banking details for an immediate payment, you cannot make a commitment to pay and then after want to process the claim as normal claim.

I think this thing would have been resolved a long time ago if there was willingness to do so but it would seem that the question being asked is what can be done to get out the commitment that was made.

One must ask themselves if they are looking for reasons to pay claims or not to pay claims and what we as customers think.

After the commitment that was made I’m of the view that I did not need to prove any other thing for a payment to be processed but I tried to meet what I consider to be unreasonable requests considering a commitment had already been made.

I would think that I have been very patient with your processes .

If you say that you will not keep to the commitment made at least a decision would have been made and I would be able to move on.

I have requested so many things from your offices in the past couple of months , I still awaiting recordings and policy documents and confirmation of where they were sent because when you asked about them I realised that they may be important in future and to this day I requested my assessed quote , assessors report , final costing and photos of any extras that may have been authorised in the repairs carried out March to May.

This is some customer experience that I’ve had to endure from March to date and I do not wish on my worst enemy where people are so committed to either ignore you or send you from pillar to post.

In the four months that your people have the car I’m paying an instalment , a comprehensive cover premium and a warranty premium for something that is in your possession and care , where is the fairness.

It may appear to someone working on this matter that they are being pressured but I’ve been at it for four months with matter and matter has been with department for almost a month not quite sure how long its been since the commitment to pay.

I did not do anything wrong .

I trust that you will find the above to be in order and that if there is something you are disputing that you will highlight it.

If there is a need to escalate on your end kindly do so , if the escalation has to come from my end kindly advise of your escalation channels but I would really appreciate it if the vehicle was repaired by December as I would not want to take this matter to next year.

In the end I can only hope that sanity and logic will prevail.

Kind Regards Zamani Dlamini Legal Officer: Legal Claims Solutions Johannesburg Legal Branch T: *** | E: ***

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