IT is always tricky to highlight a supposed wrong or shortcoming of which one is a victim for obvious reasons – it is easy to be subjective and, therefore, unfair to the doer.
I found myself in that scenario last week when I started what should have been a two-article series on how some insurance firms handle motor vehicle insurance claims after an accident.
Having been aggrieved by the cumbersome processes, I had to guard against being personal or over-opinionated lest I write unfairly against the insurance companies.
After the article came out, though with clear conscious, I was ready for any kind of reaction, especially from the key players in the sector but what I got actually reinvigorated my drive.
A chief executive officer of a leading insurance company called me to express agreement with my views saying that there was more to it than meets the eye.
This insurance expert who did not want to be named said he did not want his views to cloud my thoughts especially that I had indicated that I would look at some of the possible recommendations on the matter.
This week, I should have proceeded with the recommendations but due to an avalanche of responses I received, I have decided to look at the experiences some readers have had with insurance firms.
The first one was a woman from within Lusaka who wrote: “Good morning Mr Muyanwa, I trust that you are well.  I would like to commend your work on the insurance article in today’s Times of Zambia.
Indeed, we insure our vehicles just because it is law, given an option, I wouldn’t do it.
My car was bashed into sometime in February (I presume this year), my car was declared a write-off, my insurer told me I would be sorted out after 21 working days.
Yesterday (on Tuesday last week) I tried to make a follow up on the 21 days, the person in charge tells me, ‘that 21 days is just on paper!!!’
Yet I have consistently insured my car (comprehensively) with the same company for almost five years now!
Talk of getting a police report after the accident! I did not know systems in Zambia are this bad…. I spent the whole day at the police station just to get the report, where first the officer tells you his hand is tired of writing so he needs some food.
In the meantime, the basher of my car is not inconvenienced in any way, I am even told I have to chase him up for the 10 per cent excess of the sum I will get from my insurer, can you imagine chasing up a person who may even change his simcard for cash?
I wish these insurers could do that, or, explain things clearly when we are getting these insurance policies.
Indeed, it just had to be law, otherwise, no one would be willing to spend money over such services.
I can’t wait for your next article, keep up the good work maybe, just maybe things might change for the better! God bless you.
“Regards”
Another reader writes:
“Dear James,
I read your article on why insurance settlements take long. I think the article was timely and comes at a time when most car owners are asking why we need this kind of insurance when the insurance company don’t do anything when one needs them.
I was involved in an accident on December 20, 2015 and up to date, the insurance of the guy (man) who was wrong has not even honoured his pledge to fix my car.
I have resorted to fixing it myself and hopefully billing the insurance company when I am done.
“Thanks, Elias”
The next reader writes:
“I refer to your article in the Times of Zambia of April 20, 2016. I really agree with your article. We the motorists need to be assisted by PIA (Pension and Insurance Authority) on the issue of claims.
The insurance companies have exploited us with impunity. Claiming for your vehicle to be repaired by an insurance company is a nightmare in Zambia.
My vehicle was bashed in February, 2016 and only managed to have the repair order second week of April, 2016, after numerous trips to the Insurance Company.
The officer who was attending to me was even very rude, lecturing me all the time about insurance, on top of that, the insurance company started going round the spare part shops getting quotations for the  parts to compare with what I had already collected from the recommended garages.
This really took long to be sorted out. Meanwhile my vehicle was in a car park accumulating bills as it could not move.
Even after finalising the papers I was told to pursue the man who bashed me for the 10 per cent to add on the price of repair. Since the man knew my number, he stopped taking my calls.
Therefore, we motorists need to be assisted in this area otherwise claims for repairing of a motor vehicle from insurance companies in Zambia is really a nightmare.
The PIA needs to help us in this area. They are good at getting our money but when it comes to claims it is quite disheartening.
“Joseph”
Hopefully, next week we can look at the recommendations.
Comments: 0955 431442, 0977 246099 or e-mail: jmuyanwa@gmail.com.