Their claim process is worse than pulling teeth.

I rarely add reviews but the dealing with Virseker for a household contents claim has been the most frustrating experience. While the call center agents are friendly the customer service as a whole is absolutely horrible, especially when dealing with the consultants assigned to the claim.

I initially logged a claim on the the 14th of May and was told that a consultant would reach out to me the following day. By the Sunday (19th) I had yet to receive anything from them so sent a mail to consultant . The following morning I got a SMS that the assessors will contact me to come fetch the items. The items got picked up the following day (20th) so great.

I emailed my consultant again to enquire about adding food items to the claim, the one time they actually rep**** to an email. Later that afternoon I received 2 emails that a claim has been logged and assigned to a different consultant. I once again contacted my consultant asking if there was an error but received no reply. After 2 days of asking for feedback I included the second consultant in the email only to be ignored again.

By the Friday (23th) I had called Virseker again since I wasn't getting any response via mail. The agent tried to patch me through but after waiting 15min said he would ask them to call me for an update. Never received it. Called the following morning, was told the claim items were approved. The amount approved was just above half the eventual amount so I asked for a breakdown of the items approved. Was again told that they would ask the consultants to contact me to go through it.

On Monday I had not received feedback so called again. This time the call center agent managed to get me a breakdown so figured out that items were pending quotes hence the low amount. When asked they said the consultant went through with the other items so long while waiting for the missing quote so that it doesn't slow down the process. In which case why didn't the contact me asking for the quotes in the first place. I sent them the quotes the same day, it only got approved 3/4 days later with me calling everyday just to confirm if they received everything or if something was still missing.

The Thursday (29th) was when the final claim amount was approved and I was told that the money should be in my account in 2 - 3 working days. I asked if they needed anything from me for the payment, they said NO. It will be paid in the account that they debit each month. By Wednesday (4 June) the money is still not reflecting so I contact again. After investigating they let me know that they had my payment account as a Credit Account and so the payment failed. Please provide proof of account and ID.

Sent them the documents the morning. Called the afternoon to confirm that the documents were received and request an update on the timeline. Was informed that they would only be able to update my banking details the following MONDAY (9th JUNE) after which they can authorize the payment that will take 2 - 3 working days so can expect it only by the THURSDAY (12TH JUNE) a whole month after I logged the claim, almost 19 days after the claim items were approved and almost 14 days after the final management approval.

This whole process was worst than the initial event that required the claim in the first place. If I never have to file a claim with them again, it would be too soon. Guess I will find out next week if it will finally be over or if they found a new way to ***** up.