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Timeframe on damage assessment and communication


Edereese

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Hi guys, hope all is well.

This is not a vent, but merely a means of doing something vs nagging a bike shop.

As the topic states, what do you is a reasonable timeframe to have this done as I believe some do it free of charge while others charge for their time and resources which I don’t mind.

I logged my claim on Monday and shortly after received a email saying claim number has been registered and an assessor will contact me shortly. I then phoned shop A for a quote on personal items that was damaged and dropped the bike at shop B for assessment. Shop A advised they will send the quote shortly which probably slipped their minds and nothing was received.

The assessor contacted me Tuesday morning to find how far everything is as he would like to settle and close the claim, great service on their side and I told him the above. He then advised to follow up on everything.

Shop A, there is a problem with our scanner, but you will receive it as soon as it’s sorted, received it a few minutes later.

Shop B, workshop is full, had no time, will do it this afternoon and get it to you. Again, understandable. It’s now Thursday morning and still no response from shop B, I don’t want to call again as I don’t want to be labeled as ‘that guy’.

I guess I will keep on waiting as my leg won’t allow me to be on a bike, but I have this weight hanging over as I would like to get this sorted.

Any input on the waiting period would be appreciated. This is not a name and shame campaign, but merely a way to keep my mind of my current situation and also what our expectations should be in cases like this.

????????

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Shop B said they would do it on Tuesday afternoon, they didn't even have it done in Wednesday afternoon.

If it was me, I'd go fetch it and take it to shop C and not look back.

I waited a week to get a quote for a new helmet from a shop in our town. By the time they eventually sent me the quote, I'd already received a quote from a different shop and had the claim paid out. Helmet was bought elsewhere.

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If you are able to, go to shop B and ask them directly. Your presence in the shop will definitely make them feel slightly embarrassed for taking so long and it will also force them to do it there and then. There's no excuse for not being able to quote someone for a product that you sell.

 

If im not mistaken a busy workshop has nothing to do with the sales staff.

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this honestly is the standard for RSA.

we have shocking response times and customer care.

 

i send out emails to 4 different suppliers looking for a quote on an item.

only 1 responded.

3 weeks later i got the 2nd response.

the other 2 companies never responded.

 

you can copy paste the above experience in any industry in South Africa.

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Shop B said they would do it on Tuesday afternoon, they didn't even have it done in Wednesday afternoon.

If it was me, I'd go fetch it and take it to shop C and not look back.

I waited a week to get a quote for a new helmet from a shop in our town. By the time they eventually sent me the quote, I'd already received a quote from a different shop and had the claim paid out. Helmet was bought elsewhere.

Sadly, this is the second time. I took my previous bicycle there, same service, dropped the Monday and collected the Wednesday. I thought this time would be different, but I guess some people never change. Maybe it’s because it’s not a paying service of which I think is ridiculous, just charge for your time which I can respect. I feel what is currently happening is me being moved to the back of the que the whole time. A courtesy email would also have been better then nothing. I think I’m going to wait till Friday afternoon.

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Sort of on this topic, how long does an insurance claim process normally take everyone else? 

 

Having had a few, the first one was 4 days from accident to pay out, to almost 4 weeks. 

 

Seems to vary a lot depending on who you get on the insurer side. 

 

Discovery seem to be a little more awake this time around it seems. Will keep updated.

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Sadly lockdown, and the drastic increase in cycling has NOT done our service levels any good - with very specific reference to the bike shops in the Western Cape.

 

 

Shops that were super fast in January and February with their service is now so overworked that the most basic service levels are no longer met ....  And dont dare call a second time, as they just dont answer the phone ....

 

Bikes come out of the workshop as dirty as it went in ....

 

Specific items for which it was booked in does NOT get attended to .... then you have to stand around while they fix their half work ....

 

 

Time to find out about the fine print on the warrantee ... and rather take my bike to a decent bike workshop, though they may not be accredited by the distributor ....

 

 

 

So as far as getting a quote on damage .... DONT expect any fast response, UNLESS they have your next bike lined up and knows that bit of work will lead to their next sale.  And if they cant get your replacement bike, your paperwork is not going to be a priority ....  very short sighted approach from some of these bike shops ....

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Sadly lockdown, and the drastic increase in cycling has NOT done our service levels any good - with very specific reference to the bike shops in the Western Cape.

 

 

Shops that were super fast in January and February with their service is now so overworked that the most basic service levels are no longer met ....  And dont dare call a second time, as they just dont answer the phone ....

 

Bikes come out of the workshop as dirty as it went in ....

 

Specific items for which it was booked in does NOT get attended to .... then you have to stand around while they fix their half work ....

 

 

Time to find out about the fine print on the warrantee ... and rather take my bike to a decent bike workshop, though they may not be accredited by the distributor ....

 

 

 

So as far as getting a quote on damage .... DONT expect any fast response, UNLESS they have your next bike lined up and knows that bit of work will lead to their next sale.  And if they cant get your replacement bike, your paperwork is not going to be a priority ....  very short sighted approach from some of these bike shops ....

I have no problem with that, but if you feel you don’t have the time to do something, rather say no and I will go elsewhere. Don’t say yes and leave the item laying in the back for the rest of the week as this is now the reason my claim is being delayed. @puresavage, my assessor informed that he wants to deal with it as quickly as possible to get me back on the road so I’m happy with the service received from them. My insurance is cyclesure, premium is a bit steep, but service delivery is worth the price.

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Sadly lockdown, and the drastic increase in cycling has NOT done our service levels any good - with very specific reference to the bike shops in the Western Cape.

 

 

Shops that were super fast in January and February with their service is now so overworked that the most basic service levels are no longer met .... And dont dare call a second time, as they just dont answer the phone ....

 

Bikes come out of the workshop as dirty as it went in ....

 

Specific items for which it was booked in does NOT get attended to .... then you have to stand around while they fix their half work ....

 

 

Time to find out about the fine print on the warrantee ... and rather take my bike to a decent bike workshop, though they may not be accredited by the distributor ....

 

 

 

So as far as getting a quote on damage .... DONT expect any fast response, UNLESS they have your next bike lined up and knows that bit of work will lead to their next sale. And if they cant get your replacement bike, your paperwork is not going to be a priority .... very short sighted approach from some of these bike shops ....

Yeah no. As someone in a service industry, with my peak running higher than usual and my resources lower than usual, I'm calling BS on the we're to busy after Rona" excuse. People are just plain slapgat, and people are to willing to accept it.

 

Side note:

If it's a Giant item that has broken on your bike, then a Giant shop will need to deal with it, but I'd it's a shimano item (ie your brakes) then any shop with a coolheat account should be able to handle it as long as you send the invoice with the warranty claim.

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Sort of on this topic, how long does an insurance claim process normally take everyone else?

 

Having had a few, the first one was 4 days from accident to pay out, to almost 4 weeks.

 

Seems to vary a lot depending on who you get on the insurer side.

 

Discovery seem to be a little more awake this time around it seems. Will keep updated.

Small claims go fast in my experience - 48hours. Bigger claims like frames or complete bikes longer - 10 days. Where crime is involved even longer...

 

Not a very usefull answer, but that has been my experience so far.

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Small claims go fast in my experience - 48hours. Bigger claims like frames or complete bikes longer - 10 days. Where crime is involved even longer...

 

Not a very usefull answer, but that has been my experience so far.

Thanks, that does help.

 

I think since its my second claim in 4 months and it was attempted murder, Discovery probably would like a little more information. 

 

Just adds to anxiety, after the incident on Sunday is not great. Been amazed by police/city of cape town, Medical aid, discovery and all friends in the cycling community. 

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So just an update, gave them a call and was told I will have later this afternoon. Fingers crossed!

Edited by Edereese
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Sort of on this topic, how long does an insurance claim process normally take everyone else?

 

Having had a few, the first one was 4 days from accident to pay out, to almost 4 weeks.

 

Seems to vary a lot depending on who you get on the insurer side.

 

Discovery seem to be a little more awake this time around it seems. Will keep updated.

The more you claim, the longer it takes.

They can also get finicky and have you jumping through hoops....

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