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Europ Assistance South Africa
A very happy Discovery Insure client  2017-03-01 - Posted by Collin Pillay

To Whom It May Concern I am often critical of service levels especially when I am the paying client. As South Africans we have also become used to poor service - as is often the norm. This was certainly not my experience with Nomonde. She ensured that my case was prioritised without delay and effected like a real professional. Hats off to you Nomonde - if Discovery Insure does not acknowledge you then come back to me. You will certainly be a asset to the city of Durban. Regards Collin Pillay Chief Policy Analyst Ethekwini Municipality Durban

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Europ Assistance South Africa
A very special shout out on service excellence!  2017-02-27 - Posted by Yvette Ferreira

Good morning Lucas Just a small gesture of gratitude for the amazing service last night. I was very stressed and you immediately observed that and did your very best to try and assure me that you would be able to assist my Husband. Your frequent calls to check if all was OK, were amazing and so reassuring. I felt my Husband was in very safe hands, which he was, and arrived home safe and sound. If this is the way you handle all your clients, then I would suggest that you deserve to be “Man of the Month” As I mentioned, I am very upset with Gen Assist as I have been with them for many years now and have not claimed to date, yet every year I am advised of an annual increase. I realise that costs do rise, but vehicle values decrease! And I feel it very unfair that people who do not claim are carrying costs of other people who do claim. Thank you for your understanding and listening to me last night and apologies if I sounded rude at any time. I shall send you feed back regarding the response we get from Wessels Motors as soon as I can. My husband is really not too happy to return the vehicle to them again, but will let you know. I thank you once again. Keep up the excellent work and I wish you well Best regards Yvette Yvette Ferreira Sales Co-Ordinator

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Europ Assistance South Africa
Friendliest most efficient service  2017-02-10 - Posted by Estelle Neethling

My car wouldn't start due to a flat battery. After failed attempts to jump start it I called my insurer, Santam, to tow me. What I thought is going to be a hassle on a friday afternoon turned out to be a walk in the park. I was redirected to Cleo from Europ Assistance who was so friendly and helpful. She arranged a tow truck who arrived in minutes. Within 30 mins my car was collected, a new battery was fitted and I was on the road again. What a dream! Thank you! Claim no: XF-ABWX-01

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Europ Assistance South Africa
EASA agents angels in dark times.  2017-02-09 - Posted by Renette Holtzhausen

Clementine Moloi / Evans Molele Travel TIC - TG-DK6F-01 Renette Holtzhausen Many thanks for the excellent service that we have received from Europassistance. I cannot imagine how we would have coped on our own. I really want to thank all the guys of Europassistance, specially Molele Evans who spoke to us in the early morning hours and no problem was too difficult for him to handle. He has taken our hands and helped us through difficult times. You are our angels in dark times.

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Europ Assistance South Africa
A very happy combined Discovery/EASA client  2017-02-10 - Posted by Dave Groove

To whom it may concern, Yesterday at 7:15 am we were involved in a collision with a barrier on our to Grahamstown taking our son to varsity. I would like to extend two compliments in relation to this. Firstly, the response from the emergency call centre was absolutely fantastic. We then called Discovery and were help by a gentleman called Sabelo Sithole – I would like to compliment Discovery in employing Mr Sithole. If only all South Africans could show and produce service, kindness and empathy like Mr Sithole did. We currently have other insurance with Outsurance. After yesterday experience we are going to move all insurance to Discovery. Once a again Mr Sithole, Discovery – Thank you very much. Regards Dave Groove

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Europ Assistance South Africa
Exceptional service on two separate occasions by EASA call desk agent  2017-01-19 - Posted by Mr DS Naido

I have had two opposing experiences from the 15 January 2017 to the 18 January 2017 – one bad in that the bakkie I was driving experienced mechanical problems and the other a fantastic experience in conversing with a more than apt and helpful person in Claudia Van Zyl. THE EXPERIENCE - The vehicle stripped its aircon. belt and the fan belt was almost lost as well. I was fortunately at the Nanaga Farm Stall in the Eastern Cape and in excess of 500km from home. I called my broker on the Sunday in question and was referred to the Zurich Assist at 086 001 121 and had spoken to Claudia Van Zyl and my pleasant and exhilarating experience began. Firstly she logged me in and very kindly exuberating a voice of concern, asked whether we were okay and whether we feel we were in any danger because she could request the assistance of the SAPS to be with us and ensure our safety until the tow vehicle arrives. She went on to ask me whether we have accommodation in PE to which I answered “yes” and that Zurich is already assisting enough and we do not want take any further liberties. To my surprise Claudia went on further to ask if we had transport to our place of accommodation at my sister and to which I indicated that we had since my family were on the way to us with a bakkie to transport the luggage and a friend was there to transport us back to PE. Claudia was intermittently in touch with me asking whether the tow truck had arrived and then again to ask if we were okay and then again whether we are at my sister’s place in PE. She then promised to call me at 8h30 the next day which she did and made the arrangements for the second tow and again chased up on me concerning the repair up until we had left PE on Tuesday the 17 January 2017. This has now prompted me to investigate the Mechanical Insurance and its benefits which I will most certainly participate in. Mr Beukes, I must surely commend this fine lady with the manner in which she handled the situation and the concern she exhibited. This is of course South Africa and it is few and far between that one experiences such exemplary service. I just wish that others would have similar service, not only in this field of service but in other spheres as well (I am not hoping that others experience mechanical failure). It is in these kinds of experiences that would make South Africa a better place to live and function in and therefore cherish the new democracy that we embrace. What an experience. What a Lady. What great concern. I know that wherever Claudia goes she takes with her an attitude that is difficult to surpass and wish her the very best for her future in your company and hope she travels up the ranks and in her path up, dissipate her kind attitude to other employees so they also could learn the value of service delivery with the most appropriate mannerism. Thank you Claudia Van Zyl Thank you Mr. Beukes for having Claudia in your employ. Thank you Zurich – I will recommend you always D S Naidoo

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Europ Assistance South Africa
Insurers say EA Staff getting it right when it matters most!  2017-01-13 - Posted by Seelan Reddy

Good Day Christelle & Ricardo, Hope you are well and having a good start to the new year. I'd like to compliment one of your employees, Jennifer Barnard, for the excellent service she has been providing. I have always been pleased with the service I receive from Europ Assistance. However, Jennifer’s professionalism and ability to get to the bottom of the situation quickly exceeded my expectations. She is extremely responsive and dedicated in providing a detailed resolution on the complaints received from our High Net worth brokers & Executive team. She is a pleasure to deal with and makes my life much easier. Thank you again Jennifer for all your help. It really is appreciated. Regards Seelan Reddy Executive Relationship Manager Discovery Insure

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Europ Assistance South Africa
Emergency Assistance - Awesome Service BMW On Call  2016-11-11 - Posted by Izak Venter

Dear All, I would like to thank this awesome BMW On Call technician team. Gents, you make me proud. With the unplanned storms in Gauteng and so many people that got stuck and in distress it took a few calls and we had a team together to assist the technicians on duty. The off duty technicians did not even bother but a quick “ I am there” were so amazing to hear those words. We ended up with a total of 8 vehicles to assist stranded customers and other road users. Various other road users (not BMW) were assisted with jump starts to get them mobile and on their way home. Gents, you do not understand how much I appreciate your team work and your willingness to assist people in distress. Your passion for the product and your work is of the highest level. Words cannot describe how pride I am to be part of the On Call team and to have you not only as colleagues but also as a family. The awesome team in the call centre surely need to get credit for handling the huge influx of calls over that period. Katlego, Sammy, Xolile & Wandile Well Done to this call centre team. I was personally in the call centre and really, you guys were handling the customer’s very professionally with the amount of pressure. As Rob Cowan always say, quote” We do not have problems, we work with challenges”, the night shift team did awesome work. A big well done to you four as well. @Paula, Please forward this mail to all involved. WELL DONE TEAM ON CALL !!!!

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Europ Assistance South Africa
A team doing tremendous work  2016-10-31 - Posted by Jan Nortje

Cameroon Travel and train accident - My name is Jan Nortje. My policy number for my travel trip to Cameroon through Travelstart was ZA02688628/3093/1. This letter is to pass on my greatest appreciation of the utmost professionalism and care I received from the people at the Europ assistance group through your cover. I was involved in the tragic train accident which took place in the small village Eseka in Cameroon on Friday 21 October 2016. It was one of the worst experiences of my life. Your team has assisted me and an ambulance was dispatch even to this remote village to take care of me. I will forever be gratefully for this. Please pass this message on to everybody in your team, you are doing tremendous great work. Here below the link to the news article I placed. Unfortunately in Afrikaans. http://www.netwerk24.com/Nuus/Algemeen/genade-vir-sa-mans-toe-trein-ontspoor-20161025

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Europ Assistance South Africa
Professional and excellent customer service  2016-07-21 - Posted by Vanessa De Pinho

Good day I called the emergency centre at around 8pm for assistance with a plumbing problem. I spoke to a gentleman by the name of Danny Carney. Mr Carney could hear the desperation in my voice and he immediately put me at ease and proceeded to assist me. He proceeded to take my details, checked the system to see if the claim was logged and even spoke to the service provider to ascertain if a job instruction was issued. He contacted my tenant to find out exactly what the problem was before sending out a service provider. To me that was absolutely amazing. Danny issued me with a reference number so that I could keep track on the progress of the service. Arrangements were made for the service provider to go to the property the following day at 9am and Danny also gave me and my tenant the service provider’s contact details in case there was a change in plans. I'm forever grateful to have encountered and experienced such an awesome professional person with such excellent customer service. I've been in the customer service industry for the past 21 years and the level of service Danny provided that evening was exceptional. He kept me and my tenant informed throughout the entire process and he even called back the following evening when he came back on duty. He is an asset to your organization and deserves every credit for saving the day. Please send him my appreciation and gratitude. Kind regards Vanessa De Pinho

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