Cib Insurance
CIB Emergency Response mess-up CIB2004

I reported an incident with CIB Emergency Response (Ref CIB2004) on Sunday 10 March following a burglary at our house. A locksmith attended to our front door. On inspection of his work the next day I was very dissatisfied and reported the matter to CIB, saying that the service provider must redo the work and provide a new lock as we originally asked for because the old one is damaged. In total, I probably had to explain the circumstances 3 or 4 times in the course of all the calls I have made. Since then:
1. The emergency department mistakenly referred the matter to the claims department which I had to sort out this morning
2. On hearing nothing back, I phoned back early this afternoon to find that a different service provider was appointed without them notifying me (so I mistakenly cancelled when the service provider phone me in the morning). After clearing up this confusion, I was told that CIB would call the new service provider to come out and let me know
3. When I still heard nothing later on, I phone back to find out the service provider saying they had not been notified, and that it was too late to send someone.
I am very unhappy about the way this matter has been handled.

Company: Cib Insurance
Country: South Africa
City: Johannesburg

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