Unresolved Accident Claim & Poor Service Experience

I am writing to formally raise a complaint regarding the handling of my accident claim involving one of your clients in June.

Following the incident, your client provided his insurance details, and I contacted your office where I spoke to Mbali, who sent me the necessary forms to complete. Mbali informed me it was her final month with the company and assured me that she would cc a colleague to take over the case. I completed the forms and responded to both Mbali and Mogau Mokgakane.

Despite this, I received no confirmation of receipt for weeks. I followed up multiple times via your call center, speaking to Zoey, Koketso, and eventually Mogau, after several attempts. Unfortunately, Mogau was rude and dismissive during the call. If your calls are recorded, I urge you to review that interaction.

When I asked Mogau whether he had received my documents, he confirmed he had, but insisted that because he was only cc’d, it was not his responsibility to assist. I explained that if a colleague is no longer with the company and a case is cc’d to you, it is reasonable to expect you to take ownership. He disagreed and eventually told me, “We’ve received your documents and will call you back in two weeks.” That deadline was yesterday, and I have yet to receive any feedback.

Today, I called again and spoke to Zoey, who informed me that my case has been closed without explanation. Meanwhile, my vehicle remains unrepaired, and your client, Mr. Sehodi, has confirmed that his vehicle was only assessed and he too has received no further communication.

This lack of accountability, poor communication, and disregard for both parties involved is unacceptable. I am now considering escalating this matter to the Ombudsman, as I have received no resolution or meaningful engagement from your company.

I request an urgent update on the status of my claim!