Alpha
1.8|142 reviews
SV
Sonja V
1 reviews | Active since Member
08 May 2026, 14:40
Business Owners Beware of Alpha Insure
I am extremely disappointed with the service received from Alpha Insure. We insured our business TV equipment for approximately R69,000, and when one of the TVs broke, the initial offer made to us was only R10,000. That amount was completely unreasonable considering the insured value of the item.
After refusing to accept such a low payout, we were then told that a replacement would be arranged through another company. However, we are now expected to accept delivery of equipment without any proper assurance that it is the correct specification, in good condition, or even fully functional. To make matters worse, we are apparently expected to carry the risk if the replacement arrives damaged, incomplete, incorrect, or faulty.
On top of that, Alpha Insure now expects us to pay the excess before the replacement is even delivered. That is completely unacceptable. We are not prepared to pay an excess upfront for equipment that we have not inspected, tested, or even received yet. Deliver the correct replacement screen first, ensure that it is working properly, and then the excess can be paid.
This is unacceptable. As a paying client, I would expect an insurance company to take responsibility for ensuring that a valid claim is settled fairly and professionally, without shifting the risk and inconvenience onto the customer.
The entire process has been frustrating, stressful, and poorly handled. Based on this experience, I cannot recommend Alpha Insure to other business owners looking for reliable insurance cover.
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Replies (1)Alpha's replyOfficial
12 May 2026, 06:27Dear Sonja, Thank you for taking the time to share your concerns with us. We are sorry to read about your dissatisfaction with the handling of your claim and the frustrations you have experienced throughout the process. We appreciate how important it is for our clients to have confidence in both the settlement process and the replacement arrangements made following an insured loss. While we are unable to address the full details of the matter on a public platform at this stage, we have noted the concerns you raised regarding the proposed replacement equipment, the payment of the excess, and the overall experience shared. We are currently in the process of reviewing the matter internally and engaging with the relevant parties involved. Once we have had the opportunity to fully assess the information available, a representative will be in contact with you directly to discuss the claim and your concerns further. Our intention is always to ensure that claims are managed in accordance with the applicable policy terms and with due regard to fairness and customer experience. We regret that this has not been your experience in this instance. We remain committed to resolving matters as fairly and efficiently as possible and appreciate your patience while this process is underway. Kind regardsAlpha Team
Best regards,
Alpha's reply12 May 2026, 06:27
Official
Dear Sonja, Thank you for taking the time to share your concerns with us. We are sorry to read about your dissatisfaction with the handling of your claim and the frustrations you have experienced throughout the process. We appreciate how important it is for our clients to have confidence in both the settlement process and the replacement arrangements made following an insured loss. While we are unable to address the full details of the matter on a public platform at this stage, we have noted the concerns you raised regarding the proposed replacement equipment, the payment of the excess, and the overall experience shared. We are currently in the process of reviewing the matter internally and engaging with the relevant parties involved. Once we have had the opportunity to fully assess the information available, a representative will be in contact with you directly to discuss the claim and your concerns further. Our intention is always to ensure that claims are managed in accordance with the applicable policy terms and with due regard to fairness and customer experience. We regret that this has not been your experience in this instance. We remain committed to resolving matters as fairly and efficiently as possible and appreciate your patience while this process is underway. Kind regardsAlpha Team
Best regards,