Do you know what you are covered for / Cyclesure?

[BarHugger]

 

@Hollard

 

Why did carpet then feel her claim was rejected?

Why did she feel desperate enough to rope her father in to fight on her behalf?

Why was her expectations not met, why was she surprised that her claim was rejected?

 

Surely this speaks about communication in your company. One aspect of treating a client fairly is managing their expectations ito the product you offer, the other is making it easy for a client to claim. Do you think you have delivered this

 

+1......same thoughts on COMMUNICATION.......maybe create an impression and if the client doesn't query or make a fuss.......SCORE - easy money. Always easier to say we made a mistake and it is the systems fault......only problem is that the system was developed by people, implemented by people and managed by people. So where is the commitment to client satisfaction......because client service is a matketing tool of mythical proportions.

[Smartie]

Hello cyclists.

 

As a company which is passionate about fairness and extremely passionate about cycling (besides sponsoring a bunch of cycling properties we also have a large Hollardite cycling community) we are really heartsore about this matter and wanted to provide some clarity. While we are prevented by law from discussing individual cases (to protect the privacy of our customers), we'd like to share these things:

 

1. While Cyclesure (our long-time broker partner), based on the facts at hand, told our customer that Hollard would be within its rights to reject the claim, a final decision about the claim had not yet been made at the time of the complaint. Any claim which could potentially be rejected is subjected to a thorough process in which all of the merits of the claim are assessed to ensure we're treating our customers fairly. In this case, we had subsequently and independently of any other communication arrived at a positive resolution for our customer. We'll be communicating that resolution once all the paperwork is done.

 

2. The policy document that was posted to this thread is not the current policy wording for Cyclesure’s policy. They have a new document, which we think is much easier to read and certainly more jargon-free (we're striving to kill jargon but it’s a stubborn beast) and we would be happy to send anyone a copy on request.

 

3. We know that you cyclists know cycling better than we do, so we'll be looking at all of the comments to understand how we could potentially improve our policies (and please feel free to mail us if you have any ideas).

 

4. Lastly, we would like to stress that there really are some powerful avenues for any insured to pursue in cases where they feel that an insurer has treated them unfairly. These include lodging a formal complaint with the insurer and then, if no satisfaction is obtained, contacting the Ombudsman for Short-term Insurance (www.osti.co.za). The Ombudsman is independent of insurance companies and charged with upholding the principles of fairness and equity in insurance dealings. And he really does.

 

If you have any queries regarding this or any matter, please feel free to contact us via ask@hollard.co.za.

 

I am confused. According to the OP (from her original post), the claim was turned down?

 

"After numerous phone calls and emails from my side I didnt receive the expected service or answers from cyclesure.

 

Eventually I asked my dad to phone as I felt I was getting no resolve.

 

Today I get informed that my claim was turned down.

 

Reason for their decision is that there was no forced entry."

 

What do you mean with a final decision? Do you make a decision and then, if the customer is not happy with your decision and complains, you reassess and make a final decision? Why not make the correct decision first time around?

[Wayne Potgieter]

 

Do you make a decision and then, if the customer is not happy with your decision and complains, you reassess and make a final decision? Why not make the correct decision first time around?

looks like it.

[Bester]

I prefer to ensure with the well-estlablished insurers, through a well-established broker.

 

I dont trust cover offered by company abc, in conjunction with company def, underwritten by company ghi....

 

Cheaper is very seldom better.

[nathrix]

 

 

Hi Rata.

 

No, the claim was never rejected. A final decision had not yet been made when this thread was posted. As with all short term claims, any claim that might be rejected as per the policy wording is put through a process in which ALL of the merits of the claim are assessed to ensure we're treating our customers fairly.

 

Thanks for your comments on the way policy terms are updated. This thread has shown us that we need to look at how this is done. As it stands now, if we don't get a response within an allocated amount of time (will have to check with our legal department but I think it's 30 days) then we assume that the customer has no objections.

 

Also, why does it take so loooooong to go through the process of a claim? People who exercise regularly can't wait as long as 30 days before they can get on a bike again. Within a week without riding you start loosing your fitness. Sitting on your hands waiting for 30 days is just too painful.

[Gen]

Have Hollard replied ton the bike jacking fine print yet. . Sorry I haven't read all the replies.. yes I am lazy.

[rouxtjie]

 

 

Also, why does it take so loooooong to go through the process of a claim? People who exercise regularly can't wait as long as 30 days before they can get on a bike again. Within a week without riding you start loosing your fitness. Sitting on your hands waiting for 30 days is just too painful.

I would expect this to be value add for a cycling specific insurance company...or am I missing something. For cyclists by cyclists...they should know the impact on your form if you don't have a bike for a period of 30 days

[MaXiMuM]

So Hollard, please clarify the bike jacking clause.

Top to bottom.

[Konaman]

It would be interesting to know how many other suckers have been screwed by insurance this way. What will happen if they all put in the old claims to be "reviewed" for stolen bikes.

 

On MIWAY - i was screwed by them a year ago and changed insurance. Had a break in with my car.

1.The levy to be paid for the window and dashboard damage was the same as for a new window/components to be replaced - i ended up paying for it a good few thousands.

2.the radio stolen was factory fitted and standard issue in my car (actually a cheapy of R950) - they claimed radios are not part of cars and i must be paid for by myself or have it separately listed to be covered in future. My understanding of the fine print was different.

Got fed up and cancelled my policy after weeks of arguments. That was my first claim ever with them. A cheap radio to be replaced costed them a policy, and no good word ever from me again to my friends about MIWAY.!!

MORAL OF THE STORY - READ THE FINE PRINT AND ASK QUESTIONS BEFORE CHANGING INSURANCE, OR POST ON THE HUB FOR ADVICE hehe

[Stretch]

What really concerns me @hollard is that it took a cycling centric insurance company 16 pages and about a week to realise that they were being discussed on the biggest cycling forum in the country... You guys need to pay more attention full stop. While you have come and provided some fact and discussion I am afraid your lack of attention to detail has cost you more damage than you may initially anticipate.... how you use this is entirely up to you

 

[Corvus]

So Hollard, please clarify the bike jacking clause.

Top to bottom.

I would like to know the reasoning as well. I get that Hollard wants to cover themselves in case you get fed up with your bike and decide to sell it to a pawn shop and claim it was jacked...but it seems wrong when the insurance contract pertains to a bike, that a violent attack becomes the necessary condition for a claim to be honoured.

 

In other words, suffering the loss of the bike isn't sufficient warrant to pay out (even though the bike is precisely the thing being insured), instead the person should also suffer a physically?

 

It seems akin to saying that fire insurance on your house will only pay out if you get burnt in the fire yourself...

Or is my thinking letting me down?

[dillon]

So who is the digital media agency looking after Hollard? The response has been a "damage control" attempt with no substance except standard insurance waffle.

[PHILLIP PIETERS]

Good Day Carpet,

 

I am a fellow cyclist and a Insurance Broker and would dearly like to assist you with this claim of yours with Cyclesure?

 

Please send me your contact details and I will contact you to get further information to help. This is very bad, and I will do everything possible to assist as a Broker.

 

Yours in Cycling

[DIPSLICK]

Good Day Carpet,

 

I am a fellow cyclist and a Insurance Broker and would dearly like to assist you with this claim of yours with Cyclesure?

 

Please send me your contact details and I will contact you to get further information to help. This is very bad, and I will do everything possible to assist as a Broker.

 

Yours in Cycling

 

 

There is a offer I would take up if I was carpet, FOR SURE

[Konaman]

Let me be honest, i have only had good dealings with them in the past and even recently when a frame cracked .

But what has been said on this site is damaging and left more questions than answers in my mind.

Lets be honest, All of us keep our bikes either in our garages, or outside rooms or inside our houses.What are we suppose to do now? Keep all doors locked 100% of the time? Is your 2.5m closed gate and fence not secure enough anymore?

I am in 2 minds about them now.

[MaXiMuM]

Between fly tying and fly fishing kit, and there is a lot, and now bike and necessary tools, kit, and other assorted items, I can hardly see the TV in the lounge.

Hope they steel the TV first...