Marube P

Complete disregard of customer dignity, emotions, money, time and the lack of compassion and concern towards every follow-up done

Worst customer service experience ever. From the onset I did not receive an sms confirming whether the claim was approved or declined until I called the insurer and that's when I was informed about the access fee and the sms was than forwarded while I was holding on the line. I than made payment and emailed it along with all the required delivery details as per the telephonic conversation and the sms. Over a week later after delivery was not done as promised I called in only to be told than over the phone that the supplier is still awaiting my delivery address even though I had clearly provided when I emailed the access fee proof of payment, why I was not informed about this prior to calling I do not know. Fine this I provided and was told delivery should be processed by the following business day as the device was already ready and was only awaiting the address. Over five business days went by and still I had not be given any update via sms, email or call and the device had still not been delivered. I had to call the insurer literally every second day only to be told the same story by different claims officers which is that the device will either be delivered on the day I make the call or on either Wednesday latest or Friday depending on which day I call, I was even told by one claims officer that the supplier called me to arrange for delivery which was not true as I have never received any communication unless I make a follow-up myself and even with that the officers would be very rude and impatient. The device went from being out for delivery on 13/01/2023 as per information given to a claims officer when I called to not being scheduled for delivery until only potentially on 20/01/2023 due to a backlog. When I finally requested to be given the address where I can personally collect the device from the supplier I was told that I'll be called back with the details and after this was not done I had to call the insurer again to get the collection address only to be told that I can not collect at the suppliers in Johannesburg anymore but by the insurers offices in Cape Town. Now I have to arrange for my own courier at my own expense from Cape Town to Johannesburg, the insurer displayed no concern towards my claim, frustrations with regards to not getting any update and than to add salt to the wound, I was left to make my own arrangements from Cape Town to Johannesburg for a device that was supposedly on it's way to being delivered to me in Johannesburg on one day than out of stock and being supposedly sourced on the next.