GENRIC Insurance Company
Claimed Business
GENRIC Insurance Company
Claimed Business
19 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, GENRIC Insurance Company delivers a sharply divided customer experience. Positive feedback frequently highlights individual employees such as Frans Mashilo and Neo Tsatsi for fast, attentive claim processing and proactive communication. However, a significant portion of customers report severe claim delays, poor follow-up, conflicting information from agents, and perceived evasion of valid payouts. Recurring frustrations include opaque policy terms, unresponsive customer service, and claims dragging on for weeks or months without resolution. The gap between praised individuals and systemic service failures suggests inconsistency across departments.
Performance(last 12 months):
0Trustindex Rating
#49Ranked In Insurance
42h 35mReply Time
-12 NPSUnlikely
Replied to 55% of negative reviews
Reply time on negative reviews: 27 hours 58 min
TrustIndex
0
Ranking
#49
in Insurance
Avg Reply
42h 35m
NPS Score
-12
Recommended: Unlikely
Replied to 55% of negative reviews
Reply time on negative reviews: 27 hours 58 min
Review Distribution
2.7|19 Reviews
Jun '25 - May '26
5(35.7%)
4(0%)
3(0%)
2(0%)
1(64.3%)
5(35.7%)
4(0%)
3(0%)
2(0%)
1(64.3%)
Frequently Asked Questions About GENRIC Insurance Company
Based on recent customer reviews, GENRIC Insurance Company delivers a sharply divided customer experience. Positive feedback frequently highlights individual employees such as Frans Mashilo and Neo Tsatsi for fast, attentive claim processing and proactive communication. However, a significant portion of customers report severe claim delays, poor follow-up, conflicting information from agents, and perceived evasion of valid payouts. Recurring frustrations include opaque policy terms, unresponsive customer service, and claims dragging on for weeks or months without resolution. The gap between praised individuals and systemic service failures suggests inconsistency across departments.
GENRIC Insurance Company has a TrustIndex of 0 out of 10 on Hellopeter, based on 19 reviews in the last 12 months. They reply to 55% of negative reviews, typically within 27 hours 58 min. Hellopeter has tracked GENRIC Insurance Company across 216 total reviews. How is the TrustIndex calculated? →
Recent reviews (19)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceAP
Alida P
1 reviews | Active since Jan 2020
10 Mar 2026, 11:18
Bad service received from GENRIC Insurance company
Extremely bad service. I app**** for traveling insurance and paid online. They immediately sent me an SMS to advise that they emailed me the policy. I noticed that the email address is wrong. I have sent an email immediately advising them of the incorrect email. No response. I phoned. They gave a message and promise that i will receive my policy as i am almost on my way. Nothing. Phoned again. Their offices are closed for lunch. What do i need to do to get my travel insurance as i still need to provide this document for travel purposes?
Helpful (0)
|Replies (0)AP
Alida P
1 reviews | Active since Jan 2020
10 Mar 2026, 11:18
Bad service received from GENRIC Insurance company
Extremely bad service. I app**** for traveling insurance and paid online. They immediately sent me an SMS to advise that they emailed me the policy. I noticed that the email address is wrong. I have sent an email immediately advising them of the incorrect email. No response. I phoned. They gave a message and promise that i will receive my policy as i am almost on my way. Nothing. Phoned again. Their offices are closed for lunch. What do i need to do to get my travel insurance as i still need to provide this document for travel purposes?
0
Replies (0)lS
lloyd S
1 reviews | Active since Jan 2020
4 Mar 2026, 07:18
Vague Underwriting and Payout Delays
The following issues require your immediate attention: Approval Delays: The claim has exceeded a 10-day processing window. Such a timeframe for a standard tyre claim is unreasonable and significantly impacts my mobility and vehicle safety. Vague Underwriting and Excess Application: I am disputing the application of an excess based on the "12-month claim" rule post-policy renewal. The explanation provided suggests that because the incident occurred in the previous period, I am liable for costs that contradict the terms of my renewed policy. This "fine print" application feels intentionally opaque and inconsistent with fair treatment standards. Lack of Communication: The feedback regarding the underwriting logic has been vague, providing no clear contractual justification for why renewal terms do not supersede or mitigate the costs of an ongoing claim.
Helpful (0)
|Replies (0)lS
lloyd S
1 reviews | Active since Jan 2020
4 Mar 2026, 07:18
Vague Underwriting and Payout Delays
The following issues require your immediate attention: Approval Delays: The claim has exceeded a 10-day processing window. Such a timeframe for a standard tyre claim is unreasonable and significantly impacts my mobility and vehicle safety. Vague Underwriting and Excess Application: I am disputing the application of an excess based on the "12-month claim" rule post-policy renewal. The explanation provided suggests that because the incident occurred in the previous period, I am liable for costs that contradict the terms of my renewed policy. This "fine print" application feels intentionally opaque and inconsistent with fair treatment standards. Lack of Communication: The feedback regarding the underwriting logic has been vague, providing no clear contractual justification for why renewal terms do not supersede or mitigate the costs of an ongoing claim.
0
Replies (0)sM
ZM
Zeldah M
1 reviews | Active since Jan 2020
13 Jan 2026, 15:27
exceptional
Frans Mashilo was super helpful and very easy to work with. He assisted me with my claim quickly and ensured proper follow-up throughout the process. He is truly an asset to your company. Thank you, Frans, for the splendid service💐💐
Helpful (0)
|Replies (0)ZM
Zeldah M
1 reviews | Active since Jan 2020
13 Jan 2026, 15:27
exceptional
Frans Mashilo was super helpful and very easy to work with. He assisted me with my claim quickly and ensured proper follow-up throughout the process. He is truly an asset to your company. Thank you, Frans, for the splendid service💐💐
0
Replies (0)SD
Shirley D
1 reviews | Active since Jan 2020
29 Dec 2025, 07:45
Old Mutual Kaelo Gap Dishonoring Agreement
I submitted a claim with Old Mutual Genrik on the 03rd November. Their turnaround time is 7-14 working days. I was advised my claim was referred Medical Claim Assist. I have been waiting for feedback on the claim outcome since then calling every day-Old Mutual Kaelo. Initially i was advise that med assist would reach out my medical asking them to resubmit using PMB. On the 18 Dec i was included in an email communication indicating authorization was already processed using PMB and they referred to my November statement. On the 22nd i spoke to Kelly who was not willing to listen to what i was explaining i even asked to forward her the communication. What is concerning is everytime i would follow up on my claim i would be told about my claim. I have never took a policy it was not with medclaim and i was not advise that come claim state a blame would be shifted to third party. As of today we have exceeded the 14 days turnaround time give by Old mutual. On the 24th Dec i reach out once again on which i asked to spek to Portia because of the level of service i would get from Kelly was apoling she would rush me not willing to engage hence i asked for Portia. I was advised she would call back after she is finished with a call that was around 9. At 11 i called again and spoke to Nokthula who asked Portia to call me. When she called me at 11:45 she advised she only was advised that i called at 11. I narrated the whole thing to her she promised she would call before end business with feedback from medclaim. Again i am being told of medclaim. At 16:47 i called again and spoke to Liaam who advise claim is on final stage i should expect an sms. He indicated he could see claim it was back from medclaim and it was only submitted on date at 9. Liaam went as far as to confirm which claims that i was referring and which doctors. This morning i call once again spoke to kelly who said claim is still with medclaim. I called again spoke to Nardine who i ask her to transfer me to Portia. When i spoke to Portia she confirmed what Kelly had said. My concern is the conflicting information which i keep getting everytime i call. And also the fact i keep on being told about medclaim despite the turnaround time having already elapsed. Every call i keep on explaining i don't want to start new year with medical bills outstanding. i took this policy wanting peace of mind. This passing the blame to a third part which i am not contracted to is really irrating. I need feedback as a matter of urgency so i can see what further steps to take. I think Old mutual doesnot want to honor the contract.
Helpful (0)
|Replies (0)SD
Shirley D
1 reviews | Active since Jan 2020
29 Dec 2025, 07:45
Old Mutual Kaelo Gap Dishonoring Agreement
I submitted a claim with Old Mutual Genrik on the 03rd November. Their turnaround time is 7-14 working days. I was advised my claim was referred Medical Claim Assist. I have been waiting for feedback on the claim outcome since then calling every day-Old Mutual Kaelo. Initially i was advise that med assist would reach out my medical asking them to resubmit using PMB. On the 18 Dec i was included in an email communication indicating authorization was already processed using PMB and they referred to my November statement. On the 22nd i spoke to Kelly who was not willing to listen to what i was explaining i even asked to forward her the communication. What is concerning is everytime i would follow up on my claim i would be told about my claim. I have never took a policy it was not with medclaim and i was not advise that come claim state a blame would be shifted to third party. As of today we have exceeded the 14 days turnaround time give by Old mutual. On the 24th Dec i reach out once again on which i asked to spek to Portia because of the level of service i would get from Kelly was apoling she would rush me not willing to engage hence i asked for Portia. I was advised she would call back after she is finished with a call that was around 9. At 11 i called again and spoke to Nokthula who asked Portia to call me. When she called me at 11:45 she advised she only was advised that i called at 11. I narrated the whole thing to her she promised she would call before end business with feedback from medclaim. Again i am being told of medclaim. At 16:47 i called again and spoke to Liaam who advise claim is on final stage i should expect an sms. He indicated he could see claim it was back from medclaim and it was only submitted on date at 9. Liaam went as far as to confirm which claims that i was referring and which doctors. This morning i call once again spoke to kelly who said claim is still with medclaim. I called again spoke to Nardine who i ask her to transfer me to Portia. When i spoke to Portia she confirmed what Kelly had said. My concern is the conflicting information which i keep getting everytime i call. And also the fact i keep on being told about medclaim despite the turnaround time having already elapsed. Every call i keep on explaining i don't want to start new year with medical bills outstanding. i took this policy wanting peace of mind. This passing the blame to a third part which i am not contracted to is really irrating. I need feedback as a matter of urgency so i can see what further steps to take. I think Old mutual doesnot want to honor the contract.
0
Replies (0)HZ
Honey Z
1 reviews | Active since Jan 2020
2 Dec 2025, 14:42
Horrible company
I am just forced to add a star otherwise they deserve 0. I put in a claim on the 24th November and I am still waiting for a call from them to date the 02 of December. This is honestly the worst company in the history of insurance. No follow ups, no feedback, and I when I call I am sent from one agent to another with no solution. I HATE IT
Helpful (0)
|Replies (0)HZ
Honey Z
1 reviews | Active since Jan 2020
2 Dec 2025, 14:42
Horrible company
I am just forced to add a star otherwise they deserve 0. I put in a claim on the 24th November and I am still waiting for a call from them to date the 02 of December. This is honestly the worst company in the history of insurance. No follow ups, no feedback, and I when I call I am sent from one agent to another with no solution. I HATE IT
0
Replies (0)PT
MW
Marina W
1 reviews | Active since Jan 2020
6 Nov 2025, 10:15
POOR SERVICE
Unfortunately there is no 0 rating available. Their website is absolutely misleading. It states that medical pre-conditions are covered and luckily I did not buy the policy, as when I called them, they told me that the do not give quotes via email, but only online. I explained our medical pre-conditions, she said that everything else is covered, except for the conditions me and my husband has...I then asked her about another condition (auto immune disease) and she asked me "What is that?" I just had to laugh...this service is absolutely a disgrace. Their website does not state any exclusions in pre-conditions and it is clear that you will only know about this after you paid for the policy. Beware!!!
Helpful (0)
|Replies (0)MW
Marina W
1 reviews | Active since Jan 2020
6 Nov 2025, 10:15
POOR SERVICE
Unfortunately there is no 0 rating available. Their website is absolutely misleading. It states that medical pre-conditions are covered and luckily I did not buy the policy, as when I called them, they told me that the do not give quotes via email, but only online. I explained our medical pre-conditions, she said that everything else is covered, except for the conditions me and my husband has...I then asked her about another condition (auto immune disease) and she asked me "What is that?" I just had to laugh...this service is absolutely a disgrace. Their website does not state any exclusions in pre-conditions and it is clear that you will only know about this after you paid for the policy. Beware!!!
0
Replies (0)