Mutual & Federal
Unhelpful/unresponsive Claim Administrato

I logged a claim last Wednesday for an item which was damaged by lightning.
Besides the claims administrator not responding to my mails, she was not particularly helpful or proactive.

I did the lion's share of her work as I looked for quotes and suppliers of the item to be replaced.

Last Friday it decided that they would be unable to source a replacement item and would instead pay out an amount to me, so that I could go out and buy a replacement.

This confirmation did not come easily, and I was having to constantly call or email the administrator.
She also never confirmed anything in writing other than sending one single response to a mail which I sent.

It has been a week since, and payment has only been done today.
I would like to know why there is such a disregard for customer service at the KZN M&F branch, or whether this is the general don't care attitude from your entire company.

I've previously dealt with Sanlam where I was paid out in two days, with nothing ever challenged.
This was a more painful experience than it needed to be.

If this is the norm, I would like to know so that I can look for a new insurance provider.

Company: Mutual & Federal
Country: South Africa
City: KZN Claims

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