ICEA LION takes note of recent claims made by Mr. Andrew Kyamagero on social media regarding his insurance claim for vehicle registration number UBK 291B under the insurance policy of his employers, Africa Broadcasting Uganda Limited (ABUL). We empathize with Mr. Kyamagero, understanding the stress associated with unexpected vehicle breakdowns, especially during the festive season.
Our commitment goes beyond honoring agreements; we are dedicated to ensuring a smooth and satisfactory resolution of all claims filed by our clients. While we usually handle client matters privately due to Data Protection laws, we feel compelled to offer clarity to our clients and the general public who may want to hear our side of the story.
ICEA LION promptly acknowledged receipt of Mr. Kyamagero’s claim on November 21, 2023, and initiated thorough investigations. A settlement offer (Discharge Voucher) was issued to ABUL, instructing us to make the claim payment to EASY RIDE, an automotive repair garage chosen by Mr. Kyamagero but not part of ICEA LION’s approved panel of partner automotive repair garages. The settlement offer covered the purchase and installation of a new engine, towing costs, and all assessed expenses.
On December 14, 2023, the motor vehicle was presented by EASY RIDE for post-repair inspection. After thorough checks, it was realized that the engine had been repaired instead of being replaced as per their quotation. We requested the garage to take back the car and replace the engine as agreed, causing a delay in settling Mr. Kyamagero’s claim. Since Mr. Kyamagero opted to have the vehicle towed and repaired by his preferred garage, EASY RIDE, we find it misleading to the public and unfair that he attributes their actions to ICEA LION. Once a client chooses a garage of his preference, we, as insurers, cannot be held liable for any resulting shoddy repairs. All we require is for the automotive repair shop to present the car for post-repair inspection as part of our quality assurance procedures.
Mr. Kyamagero’s policy terms do not entitle him to a replacement vehicle, and we refute the claims that ICEA LION gave him another vehicle in dangerous mechanical condition.
In a proactive effort to address and resolve this issue amicably, we reached out to and met Mr. Kyamagero on January 2, 2024. This meeting underscores our unwavering commitment to resolving the matter with the utmost priority, diligence, and sincere dedication to ensuring complete client satisfaction. We appreciate Mr. Kyamagero’s patience as our team actively works towards this resolution.
ICEA LION has been operating in Uganda for nearly twenty-five years with many long-standing customers on our books. We are committed to exceeding our customers’ expectations and dealing with them empathetically and professionally. We reassure Mr. Kyamagero and all our clients that we are actively addressing any concerns, and our aim is to provide transparent and human-centered solutions. ICEA LION values its clients deeply, and we encourage open communication to foster a relationship built on trust, transparency, and empathy.
For inquiries, claims notifications, or complaints. with ICEA LION please contact them on, Toll-Free: 0800 100311 / 0800 100120 or Email: contactcentre@icea.co.ug
