Mutual & Federal
5-MONTH OUTSTANDING CLAIM SORTED OUT IN 24 HOURS

A MVA occurred on 7 Sept 2013 while my car was stationary in a parking lot and I was not in the vehicle. The insured admitted liability and all the relevant documentation was submitted within a week or two. Then the big uphill battle began! Five months later I was still trying to get information and track the progress of the claim with M&F. I phoned the insured and Broker almost daily, but to no avail. It was such a straight-forward simple and relatively small claim! In desperation and on the brink of going to the Consumer Council, I discovered the M&F Complaints Department. Here Masood Bhamjee handled my complaint professionally and politely and finally got some very rusty wheels turning fast and the claim sorted out within a day. Thank you so much!

Such a pity though, that all this good work was somewhat undone by a very curt and impolite e-mail from Raymond Van Bavel. Not a word of apology or acknowledgement of inconvenience was offered! Customer service does not begin and end in the PR Dept and Call Centre it should permeate the entire organisation. Insurance is after all part of the Service Industry!

Company: Mutual & Federal
Country: South Africa
City: Johannesburg

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