AR
Avinash R
Active since Mar 2024
2
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2 reviews26 months ago
1st Place for Worst Insurer in South Africa - Hollard
In August 2023, I was a victim of the taxi violence and protests in Cape Town. My vehicle was damaged and several parts/accessories including my valuables were ******. I submitted a claim to my broker and about a week later he advised that the claim was submitted to the insurance company. In September, an assessor, Robin Kock visited my residence to inspect the vehicle and conduct an assessment. The assessment was quick and haphazard and most of his comments/statements were prejudice. He couldn't spot the damages on the tyres/rims and decided to exclude them from the claim. Naturally, I wasn't pleased with this so I suggested that we meet at an accredited tyre outlet to have the tyres inspected by an expert. He agreed however, when I followed up with him several times to make an appointment, he kept avoiding me. Later that month, my broker informed me that an investigator, John Mostert was appointed to investigate my claim. When I met John for the first time, I advised him that in my opinion this claim should be submitted to SASRIA rather than the insurer however, he swiftly waived it off and said that the insurer will cover the damage/loss once the investigation has been concluded. The investigation dragged on for months - countless emails, calls and visits with the investigator including high levels of prejudice. Finally, in November, they decided to offer me a settlement however, the settlement amount was approximately R150 000 short of the total cost of damages/losses. Furthermore, some of the parts on the assessment document were for a low-end spec whereas my vehicle is a high-end spec, as such there was a major discrepancy in the settlement amount. When I queried this with my broker, I was told that the claim was settled accordingly. I responded with several emails thereafter expressing my concerns and stating the facts and to date, I have received no response whatsoever from my broker. I was left with no option but to follow the complaints procedure so in January 2024, I submitted a complaint to the insurance company. A few days later they requested additional information which I supp**** immediately. They advised that the matter was being investigated and an outcome will be provided soon. A month later, I received a response from the Complaints Department stating that they have decided to withdraw the Agreement Of Loss and that my claim needs to be redirected to SASRIA. I then sent another email to my broker, claims handler and claims team leader expressing my frustrations mainly due to the fact that I initially recommended that this claim needed to be submitted to SASRIA but nobody listened to me. In addition, I requested for them to submit the claim to SASRIA on my behalf as SASRIA would not entertain a claim submitted by the claimant. The latest response I received was that management is still looking into it. Seven months have passed and Tom, **** and Harry are still "looking into it' I am currently driving a vehicle that is unroadworthy due to the damages/losses sustained from the incident and I required the claim to be settled in full to enable me to restore my vehicle to a roadworthy state (which it was prior to the incident occurring). Furthermore, with each passing day I am not only putting myself in financial risk but also putting my life together with the lives of my loved ones in danger. To say I am upset and disappointed would be an understatement. I simply cannot find the words to describe my emotions and the level of service or the lack thereof I have received. The worst part is that I was retrenched twice in the space of 9 months during the COVID pandemic and I ensured that my premiums were paid promptly and wholly. Furthermore, the insurer were swift to increase my premium after providing the Agreement Of Loss despite this claim not being settled/honored by them.
56 replies
26 months ago
1st Place for Worst Insurer in South Africa - Hollard
In August 2023, I was a victim of the taxi violence and protests in Cape Town. My vehicle was damaged and several parts/accessories including my valuables were ******. I submitted a claim to my broker and about a week later he advised that the claim was submitted to the insurance company. In September, an assessor, Robin Kock visited my residence to inspect the vehicle and conduct an assessment. The assessment was quick and haphazard and most of his comments/statements were prejudice. He couldn't spot the damages on the tyres/rims and decided to exclude them from the claim. Naturally, I wasn't pleased with this so I suggested that we meet at an accredited tyre outlet to have the tyres inspected by an expert. He agreed however, when I followed up with him several times to make an appointment, he kept avoiding me. Later that month, my broker informed me that an investigator, John Mostert was appointed to investigate my claim. When I met John for the first time, I advised him that in my opinion this claim should be submitted to SASRIA rather than the insurer however, he swiftly waived it off and said that the insurer will cover the damage/loss once the investigation has been concluded. The investigation dragged on for months - countless emails, calls and visits with the investigator including high levels of prejudice. Finally, in November, they decided to offer me a settlement however, the settlement amount was approximately R150 000 short of the total cost of damages/losses. Furthermore, some of the parts on the assessment document were for a low-end spec whereas my vehicle is a high-end spec, as such there was a major discrepancy in the settlement amount. When I queried this with my broker, I was told that the claim was settled accordingly. I responded with several emails thereafter expressing my concerns and stating the facts and to date, I have received no response whatsoever from my broker. I was left with no option but to follow the complaints procedure so in January 2024, I submitted a complaint to the insurance company. A few days later they requested additional information which I supp**** immediately. They advised that the matter was being investigated and an outcome will be provided soon. A month later, I received a response from the Complaints Department stating that they have decided to withdraw the Agreement Of Loss and that my claim needs to be redirected to SASRIA. I then sent another email to my broker, claims handler and claims team leader expressing my frustrations mainly due to the fact that I initially recommended that this claim needed to be submitted to SASRIA but nobody listened to me. In addition, I requested for them to submit the claim to SASRIA on my behalf as SASRIA would not entertain a claim submitted by the claimant. The latest response I received was that management is still looking into it. Seven months have passed and Tom, **** and Harry are still "looking into it' I am currently driving a vehicle that is unroadworthy due to the damages/losses sustained from the incident and I required the claim to be settled in full to enable me to restore my vehicle to a roadworthy state (which it was prior to the incident occurring). Furthermore, with each passing day I am not only putting myself in financial risk but also putting my life together with the lives of my loved ones in danger. To say I am upset and disappointed would be an understatement. I simply cannot find the words to describe my emotions and the level of service or the lack thereof I have received. The worst part is that I was retrenched twice in the space of 9 months during the COVID pandemic and I ensured that my premiums were paid promptly and wholly. Furthermore, the insurer were swift to increase my premium after providing the Agreement Of Loss despite this claim not being settled/honored by them.
0 replies
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