Customer Review Comments:
I had to claim over the theft of my R125, worth £2,995.
After waiting 2 months for a response (after my bike was recovered to them) I got a phone call saying it hadn't moved from where it was recovered to, and that their "technical assessor" hadn't received the instruction to collect it (number one of communication failure).
A week later I was contacted by a salvage specialist who confirmed it would be a write off, we then discussed a price (lower than what I wanted, but I needed the money to get a new bike to get to work and back!).
Two days later I received a letter saying my claim would be cancelled within 7 days if I didn't contact them.
The woman (who I could barely understand) said my cheque was on hold, and I needed to speak to a theft specialist, before I made an agreement with price (number 2 communication error).
After being put on hold everyday for at least 15 minutes (£10 each phone call, confirmed by my contract statement) and then speaking to the "theft specialist" who then said they weren't prepared to pay out for my motorcycle.
So 3 months down the line, without a motorbike to commute on, and being stressed about the outcome, to give me a conclusion that I would of expected within the first week.
They then offered me a "customer care pack" where I asked how they could claim to have "customer care".