We recently purchased a new property and had to change our address on our policy that covers my vehicle and the household contents. As I prefer to handle most correspondence via email I wrote to the consultants that assisted with the finalization of the policies to amend my residential/postal address.
Initially, the inquiry was addressed by a different consultant who could neither locate the policy number nor make any sense of how to amend my details on their system. I was referred to the contact centre, but the next day I received a response via email from Thembisile Zondo with the amended details and the policy documents attached.
This was extremely well done and I was pleased that I was saved the trouble of contacting a call centre. I think there is a lot to be said for handling requests via email, it's just that much easier, companies think call centres are the route to go, but the queues and the time it takes to go through the IVR is so frustrating.
Thanks Thembisile for your great service!!