THE ABSOLUTE WORST!
I contacted SURE (14/06/24) to get an update on a claim that has not been settled/finalised for almost 7 months (Claim # 41542) - After waiting almost 35mins to talk to someone, my call was finally picked up - the man I spoke to was not only rude and unhelpful but he proceeded to put me on hold for a further 10mins whilst he went to 'check if someone from complaints was available'. Rather than sympathising with a frustrated customer, he took everything I said 'personally' and was adamant to fight me at every opportunity. After almost 50mins on the phone, I hung up very upset and my query still had not been resolved - the customer service officer became annoyed when I asked to speak w someone from complaints and purposely put me on hold for a while in hopes that I would just hang up and go away. He offered me no options to resolve my query, nor did he give me the email for the complaints team until I asked him for it. During our conversation, I voiced my concerns about the decline in my mental health state (due to the difficulty that SURE have put me through w regards to resolving this claim) but he seemed disinterested and simply asked whether I had 'written these concerns in an email?'. In the last fortnight, I've received several emails and calls about two missed payments and threatening a cancellation of service, yet, I have an unfinalised claim that's been pending for almost 7 months!! I thought the whole purpose of insurance was to HELP you during a difficult time, however, SURE have made this process as stressful and as difficult as they possibly could. I feel exhausted dealing with SURE and it has severely impacted my mental health causing suicidal thoughts & depression. At the end of that call, I had to contact HPG myself to follow up on the matter - the customer service officer was no help whatsoever! I would like a call back from the Complaints team so I can lodge a formal complaint ASAP.