Wednesday, March 24, 2010


Dear xxx staff,

I would like to lodge a complaint with regards to the motor vehicle accidents claim center.

My car was involved in an accident on 24/03/10 at about 8am at xxx. It was hit by a company car from behind as the other driver could not stop the car in time. The driver knew that it was his fault and was completely happy for us to lodge a claim as he was insured by xxx as well.

When I first contacted xxx, the staff member was very approachable. However, as I was only available later in the afternoon for my car to be towed away, I had to wait for at least 1 1/2 hours for my call to be picked up at the claim center. I even had to borrow a phone from an office nearby as my mobile battery and credit ran out. I completed the basic claim form after 45minutes, and then the tow service and taxi service were contacted.

However, the tow service did not reach us. As directed by xxx, I had to call up the tow company myself. The company just gave an unsatisfactory response saying that the job was cancelled as the driver could not find my car. If I did not call, I would have wasted my time waiting for nothing. Furthermore, I was served by a different personnel everytime I called (I had to call at least 6times and each time had to repeat the exact same information even though I had provided the claim number. And no one seemed to understand where the problem was.) I was even belittled by one of the staff as I was really frustrated that there had been no progress. I had to wait for about 1hour after lodging the claim before I got to go home.

In addtion, the staff members could not give me a definite answer. I understood that my policy does not provide a booking for a rental car when my car is being repaired. I was told repeatedly by different staff members that I could go to Hertz and get a discounted rate and then fill in a claim form with the receipt. However, no one could tell me for sure whether will the rental fees be reimbursible.

Unfortunately, I am very disappointed with the standard of service I received today. I felt that I had wasted my time.

I wish you can take appropriate actions at the earliest convenience.

Thank you.

Yours Faithfuly,
Yun Ying Ho

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