CM
Christian M
Active since Aug 2020
13
Reviews
0
Industries
Reviews
13 reviews4 months ago
Broker forgets to register R1000,000 claim - then offers R20,000 compensation for his error
I have been dealing with Indwe Risk Services for two claims resulting from water damage in June 2024. It is now 16 months later and Indwe are still kicking my claims down the road and have now informed me to take legal action against them. In a nutshell, I had water damage on 5 June 2024, an assessor was appointed who identified 4 claims. However, I later found out that my broker only registered 2 of the 4 claims. That was the first warning sign! 2 registered claims, 2 unregistered claims! The missing claims were never registered, never processed, never assigned to an assessor, but my broker then came to see me ten weeks later to inform me that my missing claims had suddenly been declined, without providing me with a letter from my insurer or the agreement of loss. My broker had appointed himself assessor and had decided my claims should be declined. That was another warning sign! After 16 months my broker has still not provided me with a letter from the insurer, because I assume it does not exist, and he has now informed me I have to take legal action against him to obtain documents that I, as policyholder, am entitled to receive. The two “missing claims” were not processed, not approved, not paid out. In total I submitted 9 costs for the one claim, 2 costs for the other claim and 10 reminders. All ignored. There was no feedback from my broker, other than informing me that I had to wait. Not sure why, but that was their feedback. After ten weeks my broker arrived at my office and informed me that my two missing claims had been denied by SANTAM. No supporting documents, no assessor reports, no agreements of loss, nothing. Another warning sign that something was wrong. As I understand the process, once a claim is declined the insurer issues such a letter and the broker presents this to the policy holder. The broker does not decline a claim, an insurer does. So what happened in my case? Another warning sign! I asked for a letter from my insurer and my broker assured me he would be contacting SANTAM to obtain such letter. I am still waiting for this. Another warning sign! My broker did not respond, again, so I escalated this to all financial regulators. I already suspected that the two missing claims were never processed. So fast track to 2025, about 8 months later, when FAISOMBUD commented that there seemed to be confusion about the assessors dealing with my two “missing claims”. I referred the matter back to Indwe, we had a meeting and they confirmed that they were confused about the assessors and offered me R20,000 compensation for their error. As my claims were for R1,000,000 and R27,500 respectively, a R20,000 settlement was an insult. This was another warning sign that something had gone wrong. A broker offering a cash settlement for their error? I then contacted SANTAM who confirmed that my missing claims were never registered and that they never issued a letter declining them. So back to my broker and I asked why my missing claims had never been registered. My broker informed me that the other assessors would have dealt with the missing claims. After checking the assessor reports I confirmed that they did not deal with my missing claims, so I went back to my broker asking for a copy of the insurers letter declining my claims. My broker refused to provide this letter. Another warning sign! I now have to assume that such letter does not exist. I continued asking, and was refused, and was then told to take legal action against my broker to request any further documentation regarding my claims. So I, as policy holder, was denied a copy of the official letter from my insurer declining my claims! My attorney then wrote to Indwe asking for copies of all relevant documents, and all we received was a copy of my policy document and an email explaining how my other two claims had been processed. This was another insult, why would we request information on the approved claims. We had asked for information on the declined claims. Another delaying tactic. I now have to take legal action against my broker to obtain the information that I, as policy holder, am entitled to receive. Another warning sign that my broker is hiding something! That is my experience with Indwe. First, they forgot to register my claims, then they state my claims had been denied, then they offered me a R20,000 bribe to make it all go away, and then they stopped communicating with me and informed me I have to take legal action against them to obtain the documents that I, as policy holder, am entitled to receive! Surely if everything was above board my broker should be willing to provide me with all required correspondence, including the letter of denial from my insurer and the agreement of loss? Basics that a policyholder is entitled to? ******, *****s or honourable insurance brokers?
53 replies
5 months ago
FAISOMBUD - a total waste of time. Never bothered investigating my complaint!
I submitted a complaint to FAISOMBUD earlier this year, which was declined. Information was subsequently exposed that my broker never registered my claims, nor did he process my claims, but rather withheld critical information about my claims. Instead of facilitating my claims as he should have done in terms of our mandate, my broker never did anything with my claims, until 10 weeks after submitting my claims he came to see me and verbally informed me that my claims had been declined, without any official letter from the insurer. In addition, my broker then claimed that he did not have to register each claim, and that the assessors dealing with my other claims could have dealt with these unregistered claims. However, that was not the case as none of the assessor reports mentioned my missing claims. When my broker realised he had made an error with the assessments he offered me R20,000 compensation for forgetting to register a R1,000,000 claim. Why does an institution like FAISOMBUD exist when they do not even render the most basic assessment of whether a complaint has been properly registered, properly processed and officially declined. They did not even bother reading the assessor reports which excluded my missing claims. FASIOMBUD also did not confirm with my insurer that my claims had been officially declined nor ask for the insurer’s letter declining my claims. Those are basic steps they should have followed! All FAISOMBUD did was ask my broker for input and then repeat that input to me. That was a total waste of time and that was not why I submitted a complaint to FAISOMBUD. I expected FAISOMBUD to investigate whether my claims had been properly processed in terms of all of my policy documents and provisions, not to repeat my broker’s opinion. My broker is a broker, not an assessor. He does not decide whether to approve a claim or not, the insurer does that, and the insurer is supposed to issue an official letter declining my claims, which was never issued. Now that all the above information about my missing claims had been exposed, I reported this to FAISOMBUD with a request to review my complaint, but they simply ignored me. Surely, once new information comes to light, it is time to review the matter?
53 replies
14 months ago
ZARA online - shocking delivery service
How can it be that in our times of online shopping that a company can take over a week to deliver a garments by courier service? We ordered garments over a week ago from ZARA and got a delivery date for this week Wednesday or Thursday. The tracking indicator showed that the items had been handed over to the courier service, but on the day of delivery we then received an email that delivery was postponed to next week Monday! How is such poor communication possible? Never mind poor logistics? The items were not out of stock when we ordered them? And worst of all the birthday party for which the garments were ordered is on Saturday! So we receiving the goods 4 days after the given delivery date. That’s just shocking service. Pull up your socks ZARA.
0 replies
14 months ago
SANTAM and the Ombudsman for Short Term Insurance - both useless
On 5 June 2024 my factory was flooded because of major rainfall. This was reported to my broker who then arranged for an assessor to visit my factory, who came a week later! We then had a comedy of errors in that SANTAM changed the madate of the assessor to only deal with one of three of my claims, they then added a new claim for business interruption that I never requested, and once the business interruption was concluded either my broker or SANTAM closed the case and my other two claims are - until today - not processed. I then escalated that failure to process my other two claims to the insurance ombudsman, where it has been sitting for 6 months, So both SANTAM and the Ombudsman seem completely indifferent - or *********** - to deal with my complaint. In the 6 months that my matter has been with the Ombudsman I have never received any communication, other than an initial request for input and that was it. 6 months of waiting because my insurer is trying to avoid liability for my claim. Never use SANTAM as they do not care and try to avoid responsibility. Taking a complaint to the ombudsman does not make any difference.
2 replies
24 months ago
Nudebt - do not pay your bills via them
After 10 days of NuDebt tracing my payment they finally managed to find it and pay it over to Telkom ! What a pathetic example of poor, inefficient and *********** staff which makes me believe that all NuDebt do is collect payments, sit on them for 10 days earning interest. Telkom was great, assisted in every way posdible, and even they mentioned that they could not understand how NuDebt was their collection agency because they would take so long to hand over their proceeds! So if anyone gets an email from NuDebt asking for payment, please use any other possible way to pay your bills but do not pay via NuDebt.
0 replies
24 months ago
NuDebt - BIG FAT ZERO FOR POOR SERVICE - They take your money and sit on it
The bad service continues! 8 days after having paid NuDebt via their payment portal OZOW.IO they still cannot find my payment, and consequently for 8 days my 3 mobile phones remain blocked. Their call centre is useless as they have no info on my payment. The team leaders that I was told to email my Proof of Payment to have never responded. Their callback option on whatsapp does not work as they do not call back. Eventually, after endless emails to their helpme email I received a reply to confirm that they have lost my payment and now need to allocate it somehow and thereafter TELKOM will be notified and then I suppose my phones will be reconnected. So for 8 days they have been trying to allocate my payment, which means they obviously receive interest on my payment and then they charge Telkom a collection fee, so just imagine how much money they make by having "allocation" errors created by themselves! Even Telkom advised me NEVER to pay via NuDebt, rather pay at Pick 'n Pay or one of those stores, or use the TELKOM portal. But OZOW is just "oh so pathetic". So NuDebt - you get a big fat zero for service.
0 replies
24 months ago
Worst possible service ever
The worst possible service one can imagine! First they send emails and SMS messages and provide a payment link to make payment. So I made payment. My phones were still disconencted, so I phoned Nudebt and they denied sending me any emails, they did not know of the payment link they provided and then they said they could not help me! So I phond again the next day, they still could not trace my payment, I had to send them my POP and now I am waiting. Now I have been told that payments from Nudebt to Telkom can take 7 days to reach Telkom, and only then will my service be reinstated, Never use Nudebt and never pay them!
0 replies
26 months ago
The Rose Manor Guest House - dishonest owner avoiding payment for work done
The proprietor of The Rose Manor Guest House has submitted a complaint against my company to Hellopeter which is false, devoid of the truth and dishonest. The owner / proprietor - Simone-Bettina Beyer - requested my company on 3 separate occasions to undertake minor cosmetic work at one of her guest houses in Kleinmond. When it came to payment she only part settled the first invoice but refused to settle the other two invoices. She then became personal and insulting and claimed she wanted to obtain other quotations for the work done. Fact is she should have requested alternative quotes before appointing us, not afterwards. Once the work had been done to the satisfaction of the tenant Mrs Beyer refused to pay. She also introduced completely unrelated facts in her complaint, relating to a 3rd party who has nothing to do with the matter at hand. The matter has since been reported to Accountability where she had 20 days in which to settle her non-payment which she failed to do, so her Guest House will now be blacklisted on all relevant credit bureaus for non-payment. Furthermore, her non-payment will be reported to various tourism bodies to make them aware of her underhanded dealings and continuous threats in order to avoid payment.
0 replies
45 months ago
Horror airline - avoid at all cost
Horror airline - no customer service and no feedback. Firstly, our luggage was lost on day 1 of our trip on 26 June 2022 and is still lost - it’s either in Addis Abeba or in Frankfurt - they are clueless. Secondly, we bid on business class tickets which was unsuccessful. Yet they then presented us with business class tickets as we boarded the plane without advising us or giving us the option to accept, they just presented us with tickets and charged us! Obviously the had empty business class seats so they just simply upgraded us at their will and charged us. You cannot get anyone to help, I’ve been to the airport and the ticket office in town, but no one takes any interest.
0 replies
67 months ago
What has happened to RAM couriers? Shocking service
What is going on with RAM couriers? I have used RAM on a number of occasions, and always found them extremely efficient, but this time round I have nothing but either lack of response, missing delivery, and no explanation of what is going on. It all started with missing information on their tracking portal, so I phoned the support number. A recorded message informed me to rather send an email, as there were too many support messages. Quite frankly, why don't they get more staff to deal with the many support calls? I sent an email to their help@ram.co.za, only to receive an automated reply, but nothing further. The tracking portal was eventually updated after another full day's waiting, so the date for delivery was today. But - after having someone wait at my home all day, no delivery, no phone call, no message on the tracking portal. Nothing. Then I receive two phone calls after 5pm, basically telling me they cannot get hold of anyone in the Cape Town office and that delivery will be on Monday. How is it possible that a courier company cannot get hold of anyone in the Cape Town office. So, with the customary " I apologise for our poor service" that we are getting used to from so many service providers, I have to now wait another 2 days before a very urgent mobile device will hopefully be delivered on Monday. RAM have my contact details, my phone number, so if there was any problem delivering the mobile device they should have informed me, or made other arrangements. I would happily collect the phone, but as we now know no one is answering the phones in the Cape Town branch. What a joke!
53 replies
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13 (100%)