My vehicle was involved in an accident on the 21 March 2013. It is now 13 days later and I have not received any feedback or assistance from anyone in the claims department. Since the first day I had to liaise with the claims department by calling them myself, even though I was allocated a claims agent by the name of Pamela Smit. I have not spoken to the woman throughout this claim. Everytime I have to phone and ask how far it is. Yes I understand that there are internal processes like the SLA of 8-10 days, however, what appened to client service within this organization? Whatever happened to giving regular feedback and comforting your clients. It is disappointing that I have to keep phoning after them as if they doing me a favour, becasue they NOT, I pay for a service, yet that thought does not cross their minds. I called again today at 9:30 and the manager Keshni advised she would call me back after she investigated the query, I called again at 16:00, upon which the call centre agent advised me she will call me right back. It is now 16:48 and I still have not heard from her. What pathetic service from a Manager of such a big company, who' reputation is deminished because of them.
0 comments