Claim unpaid

<p>POLICY VRG ********** 379</p> <p>I took out car insurance telephonically during the week of 20/03/2017. My account was debited and insurance was scheduled to commence on Saturday 25/03/2017. Virgin Money insurance sent me my policy number by “sms” to my phone. The information sent includes the policy number and their phone contact details.</p> <p>I have not received any other information from them since then, either by slow mail or by e-mail.</p> <p>On the 1st April 2017, while driving in Mafikeng, there was an accident in which a reckless and negligent driver drove into me while I was trying to make a right turn on a busy road.</p> <p>It was soooo difficult making a report to Virgin Money Insurance and lodging a claim. I had to call them many times to be attended to. And when I eventually lodged the claim it took a while before their assessor came to see the car despite several calls to Virgin Insurance.</p> <p>Finally, the assessor came through and I still had to follow up endlessly only to be informed by Ernest Rametiisi, that I am required to pay an amount of 10% of claim in addition to my excess because I am claiming within 30days after commencement of my insurance. I was never informed of this payment at commencement of my policy, until now. In addition, I have not been given my policy document – either by slow mail or by e-mail. If they have posted it, I have not been told and I have not received the said document.</p> <p>While I understand that I am liable for the excess, I am refusing to pay this additional amount (10% claim amount) being imposed on me. I do not believe that I must pay this amount because I was not told this prior to commencement of my policy. They indicated that their conversations are recorded therefore I would like them to play back the conversation they had with me at inception of my policy.</p> <p>It is now almost 2 months since the accident and this matter is still unresolved. I have phoned and spoken to several people Govender, Ramatiisi, and a few other people. They all promise to get back to me and then I hear nothing from them. It is very frustrating. I have been unable to travel out of town with my vehicle since 1st April 2017. This is causing me an awful lot in loss of income for which I believe Virgin Money Insurance should be liable.</p> <p>I am still waiting for them to call me back. Very frustrating</p>