Terrible Service...Ignores claims
<p>I submitted a claim in April, the last time I got a response was on the 22nd of May explaining that my claim was with their seniour manager for final approval and that I would get feedback within 4 days. Nothing was said since then, I made multiple follow ups and I keep getting reffered to dfferent people. Finally Francois Theron rep**** advising he was waiting for feedback from the investigators (isn't this the feedback i should have received 4 days after the 22nd of May?)...No one has contacted me after that.</p> <p> </p>
Dear Bridget
Thank you for bringing this to our attention. We are very sorry for the frustration you have experienced by the delays and lack of feedback.
We are investigating what the status of your claim is and will revert to you as soon as possible.
Warm regards
Western National
Dear Bridget
Thank you for bringing this to our attention. We are very sorry for the frustration you have experienced by the delays and lack of feedback.
We are investigating what the status of your claim is and will revert to you as soon as possible.
Warm regards
Western National
Feedback received...with stories as expected. Full claim not paid. Additional excess that is not aplicable to me. This insurance is really useless.
Feedback received...with stories as expected. Full claim not paid. Additional excess that is not aplicable to me. This insurance is really useless.
Dear Bridget
Thank you for your patience while we investigated this. Our aim is always to listen and engage with our clients learn from their feedback.
There is no doubt that we let you down by failing to keep you updated during the delay in processing your claim.
We failed to manage your expectations correctly and let you down. We are truly sorry about that. We are addressing the issues you had and believe your feedback will help to ensure that we offer clients a better experience in the future.
Regarding the additional excess not applicable to you, we had explained upfront, that there was an additional excess applicable for a claim on an event that occurs in the first 180 days of your cover.
We are sorry that you thought that it was only applicable if you made a claim in the first 180 days, but as is standard practice, an insurer uses the date of loss (or the date on which the reason for the claim occurs), not the date that a client reports, or submits a claim.
We have reviewed the payment made to you and only this excess was deducted.
We will gladly assist you further if you are still unclear on how this was calculated.
Warm regards
Western National
Dear Bridget
Thank you for your patience while we investigated this. Our aim is always to listen and engage with our clients learn from their feedback.
There is no doubt that we let you down by failing to keep you updated during the delay in processing your claim.
We failed to manage your expectations correctly and let you down. We are truly sorry about that. We are addressing the issues you had and believe your feedback will help to ensure that we offer clients a better experience in the future.
Regarding the additional excess not applicable to you, we had explained upfront, that there was an additional excess applicable for a claim on an event that occurs in the first 180 days of your cover.
We are sorry that you thought that it was only applicable if you made a claim in the first 180 days, but as is standard practice, an insurer uses the date of loss (or the date on which the reason for the claim occurs), not the date that a client reports, or submits a claim.
We have reviewed the payment made to you and only this excess was deducted.
We will gladly assist you further if you are still unclear on how this was calculated.
Warm regards
Western National