Thambekile M

Terrible customer service with no assistance on my inquiry

On the 18 June 2019 SA underwriters insured rear ended my car and I understand that an incident is accident the insured did not willfully cause me damage My car was dented already when SA underwriter insured rear ended my car. It was already assessed by the panel beater who was going to fix it and the quotation was R44321.00. It was done on the 4th June 2019.My car was already booked in to be fixed .So when SA underwriter insured rear ended my car , the panel beater re-assessed my car and there were further damages. The second assessment was done on the 20 June 2019 and the second quotation went up to R62962.50. For me a car is not for luxury , it my daily need since I have a Physical disability and two kids that are attending Crèche. My car has to be fixed right away. I Pay deposit at panel beater and the balance on collection(all the information stipulated here was given to Arangies Attorneys) . The whole week I didn’t go to work while the panel beater was fixing my car. I phoned SA underwriters to claim my money back and I was referred to Arangies Attorneys since I was a third party claimant . The first lady who assisted me with the forms was very helpful and understanding.The problem started when I was given a claim number (CLM19060621014) and the consultant that will be dealing with my case. In most cases she is never available on call she responds on emails only at her own time with the same answer every time you follow up (bear in mind that from June I have been getting this response) “Please be advised that the insured’s own damage has not been finalized”. I even called SA Underwriters asking then how long does it take for them to fix their insured Vehicle they also refused to give me the information but they mentioned that they were just waiting for the invoice from the panel beater but they have forwarded a report to Arangies Attorneys and they have all the information. I call Arangies Attorneys consultant, she said she doesn’t have a report from SA underwriter and her response still remains “Please be advised that the insured’s own damage has not been finalized” from June till to-date. I do not want to name and shame, but if there is a need I will I really need my money . Please advise and assist..