Kulula.com
Pathetic service and refund

On the 24th of December I flew down to Cape Town from Lanseria and upon arrival and collecting my suitcase, one of the wheels were missing. It is a Gino De Vinci suitcase which I chose for it ruggedness (hard-shell).
I took out the travel insurance for R52. I would expect this to cover for damage.
I made contact with Kulula where they directed me to ACE Insurance. I was then sent forms to fill in, and then I was told I must get prices to fix the suitcase and a replacement price. I would feel this should actually be ACE Insurance responsibility.
I waited for 2 weeks to get a reply from the Insurance company. Monday I sent a email telling them I will take this matter further if I did not get a reply on the same day. Guess what, I didn't. I only received today a email telling me that they will ONLY REIMBURSE ME WITH R45. Now the replacement value of the suitcase is R1999.00 and the cost of repair would be R250. I am more than happy just to get it repaired by the insurance, but this is pathetic! Pay R52 just to get R45 back on damage of R250.
I feel as I took out the insurance with Kulula, this complaint must go against! I expect them to handle this matter.
Contact: Cornelia Johnson

Company: Kulula.com
Country: South Africa
City: Gauteng

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