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Europ Assistance South Africa



Email: cecilian@europassistance.co.za

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Europ Assistance South Africa
Going the extra mile for our client, Discovery Insure!  2017-09-11 - Posted by Kagiso Shabangu

Hi Michelle I just want to say thank you to Mandisa . What a fabulous job she has done. I love her attention to detail and how she goes the extra mile when you ask her to assist . Salute to her, she really is an asset to your department . Kind regards Acting Team Leader Kagiso Shabangu Claims Discovery Insure

Europ Assistance South Africa
Service excellence! A very happy Indwe client!  2017-09-15 - Posted by Lubabalo Mbontsi

To Whom it may concern I would like to thank Seanetha for the excellent service when I got stuck yesterday on the busy N1 around Cape Town. I was angry when I started talking to her because she was the third/fourth person I was put through to. She politely made me realise that I may have chosen the wrong option when I called the Emergency line hence I was not assisted straight away. She helped from the moment I got through to her to the end. She looked up contact information for the Auto electrician, gave me the number and then put me through to them. She followed up all the way to make sure the tow truck has arrived and I have been assisted. This is the kind of the service that we expect as customers and seldom receive. Thank you Seanetha. Regards Lubabalo Mbontsi

Europ Assistance South Africa
Europ Assistance going the extra mile!  2017-09-11 - Posted by Khumo Moroke

Dear Vilo I am not sure who Jamie reports to but I would love to share the experience I encountered on Friday 8th September 2017 . My car was broken down on Friday on my way to the funeral and had leave it on the side of the road. I was very frustrated as I was already late for the funeral. Jamie organised the Service Provider to assist with a jumpstart and she also ensured that my car reached my home safe. All this was done in my absence. I must say I am very impressed and pleased with the quality of service that was rendered by Jamie. She was able to think from my perspective and she went an extra mile to assist me. I could sense that she has passion in helping her customers. Such commendable service is rare and you have a gem in your staff! Thank you! Please let Jamie know that I am very pleased and grateful for the assistance. Khumo Moroke

Europ Assistance South Africa
Altyd veilig in die hande van Crisis on Call ~ baie dankie!  2017-08-17 - Posted by Marthina Venter

Goeiemore Mnr Vermaak Op 1 Augustus het ek van Shelly Beach af op gery Pretoria toe en het Deon my elke uur gemonitor. Ek was alleen in die motor en hy het seker gemaak elke keer as hy met my gepraat het dat ek nog veilig is en seker gemaak dat alles met my voertuig en verkeer in order is en dat ek nie moeg is nie. Dit was en is baie gerusstellend as mens so kan ry met iemand wat jou so professioneel, vriendelik en rustig moniteer. Ongeveer 500m na Waterkloof Hoërskool by Pretoria en ongeveer 30 minute van my eindbestemming het my motor se linker voorwiel gebars. Ek het weer CrisisOnCall gebel en weereens was dit Deon wat geantwoord het en my gerus gestel het dat iemand spoedig my sal kom help. Hy het kort-kort opgevolg of die noodwa al daar is en of alles met my in orde is. Nadat die band omgeruil is het hy my elke 10 min gekontak om te hoor of alles nog reg is totdat ek veilig gearriveer het by my dogter hulle in Pretoria. Hy is voorwaar ‘n ster en aanwins vir CrisisOnCall! Ek ry nogal baie ver ente alleen en my familie is net baie dankbaar dat ek aan CrisisOnCall behoort en ek myself voel baie veiliger om te weet daar is iemand daar buite wat na my welstand omsien elke uur. Deon het ‘n professionaliteit en kalmte in sy stem want mens net onmiddellik gerus stel. Ek hoop hy kry die nodige erkenning vir die gerusstelling wat hy nie net aan my nie maar ook aan die duisende ander lede verskaf nie. Op 12 Augustus moes ek dringend terugkeer na Durban toe my seun opgeneem is met ‘n aneurisme op sy brein in St Augustine’s Hospitaal. My metgesel op hierdie angsvolle rit was Rita. Ai, ek en Rita het al die land deurkruis met haar as die persoon wat my monitor en weereens ‘n deeglike, professionele, vriendelike en rustige mens om jou te monitor. Toe sy hoor van my seun wou sy hoor of sy my nie elke 30 minute in plaas van elke uur moet kontak nie om seker te maak of alles nog reg is nie. So het sy met my die angsvolle rit meegemaak en elke uur gekontak tot ek die hospitaal bereik het en toe sy my die laaste keer kontak het sy my gegroet me woorde van bemoediging en spoedige beterskap wense vir my seun. Sy is ’n ster wat baie helder skyn vir CrisisOnCall en wat alle krediet moet kry vir haar gerusstelling en monitering van lede. Ek wil ook net aan CrisisOnCall sê dankie vir die ongelooflike diens wat hulle lewer en die diensverskaffers wat hulle gebruik wat ook net sulke puik diens lewer. Ek maak baie gebruik van reismonitering en dit maak my ook sommer baie veiliger voel. Ek wens julle alles van die beste vorentoe en baie seën op die ongelooflike diens wat julle verskaf. Groete Marthina Venter

Europ Assistance South Africa
Outstanding Emergency Roadside Assistance ~ BMW on Call client safe & happy!  2017-08-22 - Posted by Benise Kitshoff

Good day Sakkie, I would like to send out a word of thanks to 2 of your staff – Roelf Bothma and Andre, the on call technician that came out Friday night to assist me with my response vehicle when it I lost a tyre on a way to an emergency call. They made an effort on a Friday night 18:30 to get a replacement tyre so that my response vehicle was back on the road. Otherwise I would have had to wait for a lowbed to take it to the nearest BMW dealership, causing a bigger delay. Please convey my thanks to them. Regards, Benise Kitshoff Operations Manager - PTA East/Unitas Netcare Limited Netcare 911

Europ Assistance South Africa
When it matters most! A very happy Spectramed client  2017-09-08 - Posted by Jonathan Fransman and family

Att: Europeassist On behalf of my Father,Mother and family ,we would like to thank all who have been involved In helping and transporting our husband and father to Cape Town via ambulance and air ambulance. John in the call Centre worked very efficiently and with great effort and sensitivity. He made sure the whole process happened. He even called on Tuesday to courteously find out how the patient(my father) was doing. The paramedic and doctor on board the ambulances were amazing,caring,sensitive, helpful,to name but a few. May you all continue to help those in NEED. We would highly recommend your team and services!!! Thank you once again

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

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

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

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.

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

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

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

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 !!!!

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

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

Europ Assistance South Africa
Outstanding service throughout various channels  2016-07-18 - Posted by Janine Naidoo

Good Morning I want to say a big thank you, I reported my faulty geyser on Friday the 15th at 9am. On sat the 16th at 9am the plumbers came in to install the geyser. The service and interaction I received from the various channels was exceptional and outstanding. For me, this was a thumps up experience and I will surely recommend Europ Assistance SA. And off course Rebecca surely displayed the art of service. Thank you, Janine Naidoo

Europ Assistance South Africa
Rendering good service  2016-07-12 - Posted by Siphesihle Zwane

Good morning I would like to take this opportunity and thank Craig Basson for the good service that he rendered to me when I had a car breakdown last night. He gave me excellent service in my time of need. I highly appreciate it my brother. May the Lord Almighty forever keep you as humble and efficient as you were to me. All the best boet. Kind regards Siphesihle Zwane

Europ Assistance South Africa
Quick and efficient service  2016-07-08 - Posted by Mr Kruger

Mr Kruger called in for towing assistance as his vehicle’s lights were flashing and his vehicle did not want to start. The client was assisted with the towing of his vehicle within 40 minutes and he was very impressed with the excellent service which was quick and efficient. Thank You Reinette Kellerman

Europ Assistance South Africa
Meet your expectations  2016-07-08 - Posted by Mr Muller

Mr Muller called in for towing assistance, when he realised that the fan behind the radiator was broken. He was at their farm, which is quite a distance from town, however the service provider still managed to assist Mr Muller within the expected time frame. The client was also impressed with the efficiency and skill displayed by the agent when taking down the directions of how to get to them. Thank You Burt McPherson

Europ Assistance South Africa
Friendly and efficient agents  2016-07-08 - Posted by Mr Webb

Mr Webb called in for assistance with a jumpstart on his vehicle. The client was assisted promptly and mentioned that the agent was very friendly and efficient. He complimented the service saying “the service was excellent!” Thank You Sipho Magitae

Europ Assistance South Africa
Recommend to all South African travelers  2016-07-08 - Posted by Mr Marais

Thank you for following up, I am happy to announce that all is well and I do not need to see the doctor again for a follow up. I appreciate your assistance and helping me out when I had a problem overseas. I will always have good words about you guys and will recommend you to all South Africans traveling. Thank you Lerato Masekala

Europ Assistance South Africa
Highlight of my week  2016-07-07 - Posted by Carolyn Borland

Good morning, I would like to commend your company on the truly fantastic service I have received. I have been experiencing problems with my geyser, therefore I called for assistance. This call turned out to be the highlight of my week. I spoke to, Nomsa, who was friendly and on top of her game, she had the plumbers at my apartment within 30 minutes on a Sunday. The plumbers fixed the problem fast and efficiently. I am truly blown away by the incredible service. All of Cape Town's service industry can take notes from you! Amazing work! Kind Regards, Carolyn Borland

Europ Assistance South Africa
Exceptional customer service  2016-07-06 - Posted by Chantelle

Thank you for the excellent service from Europ Assistance SA - remarkable team and exceptional customer service. Regards Chantelle

Europ Assistance South Africa
Going the extra mile  2016-07-05 - Posted by Meghann Stijlen

I have been working with Rebecca Bailey/ Rose the past few months and like to take the time to let you know what a huge asset Rebecca is to Europ Assistance SA. She is an absolute pleasure to work with and always willing to go the extra mile to help with any issues. She is very prompt, very efficient and all together very good at her job. The information she supplies is always 100% correct and I have never had to call her back for anything additional. The way Rebecca operates is of leadership value, and I honestly hope that your business acquires more just like her. Kind regards.


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