Poor Service and Undisclosed Costs – TV Insurance Claim. Disgusted

Good day,

I am writing to formally express my extreme disappointment with the assistance I have received from Hybrid Risk Management, including the brokers from RRH who have been assisting me.

On 3 January, my television was damaged by lightning. I contacted Ananda to confirm whether this was covered under my insurance, and I was advised that it was. I was then instructed to obtain a quotation, which I did. Thereafter, I was informed that someone would be sent to collect the TV for assessment.

The TV was collected on 12 January for assessment, and the technician advised that the process would take no more than two days. However, on 15 January, I was informed that I need to pay an access fee of R2,000 in order for the TV to be repaired, while the quotation for the required part is only R800.

My concern is that at no point from 3 January, during all my discussions with the broker, was I informed that an access fee would be payable. This was never mentioned upfront, and it is unacceptable for such costs to be communicated only after the TV had already been collected.

This experience is particularly frustrating as, since I have been with Hybrid Risk Management, no successful repairs have been completed. There have always been excuses. In fact, during a previous claim, my fridge was damaged by assessors and to date it has still not been repaired, nor has the water damage they caused been resolved.

While debit orders are collected promptly every month, the level of service provided to customers is disappointing, unprofessional, and at times dismissive.

I have requested that my TV be returned to me so that I can arrange the repair myself, yet I am still waiting for confirmation and the return of my TV.

I request urgent assistance with:

The immediate return of my TV in the same condition it was collected

A clear explanation as to why the access fee was never disclosed upfront

Feedback on how this matter will be resolved

I look forward to your urgent response.

Kind Regards L.Booysen