Hellopeter
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Semakaleng S

1 reviews | Active since Feb 2019

29 Apr 2021, 08:04

No TCF

I submitted my cellphone insurance claim online and was told that the claim must be loaded telephonically which i did on the 8th or 9th of this month then thefollowing week i did a follow up was told that i must fill in a claim form form and send it through and that was also done no 1 calls to inform of the process or how far is my claim when i send emails an auto reply of backlog is sent but no Agents calls to give you feedbck and this thing of compalints department getting back to you within 30 days is really absurd your Agents are lazy and they must start rendering the service that the clients get promised upon point of sale

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Replies (5)
Viva Life Insurance Limited
Viva Life Insurance Limited's reply29 Apr 2021, 11:53
Official
Good day,

We confirm receipt of your complaint and note that your claim was registered on 14 April. Your complaint will be referred to our claims department for their assistance with finalising your claim.

Kind regards,
Complaints Department
SS
Semakaleng S's update01 May 2021, 08:57
Reviewer Update
So i logged a complaint on Hello Peter regarding your PATHETIC SERVICE and another lazy Agent named Ushir says he us assessing my claim ant tha was the 29.04.2021 and never got back to me with feedback how are your claims assessed?
Why does it take so long for a claim to be assessed because this backlog story is BULL****. What is your company doing with this issues it seems like there's no action plan your Managers Team leaders Supervisors Operations Manager Chanel Managers don't have some sort of strategies to ensure that SLA is meet. It's a new month and I'm still without a phone
Viva Life Insurance Limited
Viva Life Insurance Limited's reply03 May 2021, 16:09
Official
Good day, 

We again confirm receipt of your complaint. 

Thank you for notifying us, we apologise for the inconvenience and we have escalated the matter to management. 

Kind regards, 
Complaints Department 
SS
Semakaleng S's update04 May 2021, 14:06
Reviewer Update

I just wonder if you will be able to live a whole month without being properly assisted i will be a nuisance until i get replaced. Even if it means i will have to involve the ombudsman because its clear that all complaints on Hello Peter don't mean anything,and the sms that u sent to me saying my claim is approved doesn't explain a way forwad and i have already left 2 voicemessages for the so called claims Assessor Ushir whom doesnt seem to care at all.
SS
Semakaleng S's update05 May 2021, 11:45
Reviewer Update
I just received a call from Lorraine who was asked by the claims department to assist with calling client i just dont understand why she was given my claim because she was just blubbing nonsense she doesn't even have answers to my Questions when i ask to be transfered to a Team leader she said theres no TL its supervisors Mitcha Pretorius and Managers Ziana Leroux and they are all working from Home???????? Basically all Vivaco er Agents are not working under supervision they do as they please she had the nerve to tell me that she doesnt know anything and cant asnwer my Questions ????zero customer service and that there is no turnaround time for a claim to be finalised ???????????????? what a Joke. When i asked if she will reply to my email she said no she will remove her name on it and forward it to the assessor Ushir ????♀️who hasn't called me not even once i don't know if this company likes this bad reviews or what