I'm so disappointed with the service and outcome of my claim I received: Policy number AA557627, claim consultant Sheldon Stonehouse

I am so disappointed with my insurance i must say it is very appauling the service that I received regarding my claim,

On the 15th January 2021 I had an accident while my cousin was driving my vehicle, the accident happened around 15:00 on Friday afternoon, I asked my cousin to quickly assist me with the collection of my daughter who was unwell and needed to see her doctor where I reside, I could not commit in her collection as I was held up in meetings the whole day, it was the 1st time that my cousin had driven my car as I do not want anyone near it as it is my first car, on their way back they had an accident which he advised me of and my insurance towed my vehicle to East London which was the nearest location from the scene,

I then called called my insurance on the 18th January to advise them about the accident of which a claim was registered by a claims consultant by the name of Sheldon Stonehouse, around that week of the 25th January Sheldon called to advise that I will be meeting with the Loss Adjustor , I then received a call from the loss adjustor who was brief, and after that he advised that I must communicate with Sheldon as he has submitted the claim,in that whole process I was not offered car hire which I have and have been paying for, in my understanding I thought I was entitled to the car hire once the claim was finalized as the consultant who registered failed to educate me about the car hire, so that meant as of the 15th of January until the 16th of March I did not have any vehicle to use.

What frustrates me the most is that my claim is declined because apparently I was suppose to let the insurance know everytime anyone used my car I needed to let them know and this i found out in the rejection letter, how was I suppose to know this if the sales consultant failed to disclose it at sales stage, I am a first time owner of the vehicle, first time using an insurance and I joined Affinity because of the trust relationship between the dealer that I purchased my car and Affinity I was happy to be part of them as I saw they are underwritten by Mutual and Federal and I know of their caliber towards their customer as my siblings are insured with Mutual and Federal as well.

I joined Affinity in 2019 not even once had I missed my premiums even in the hardships of covid which affected my finances, now they took full 2 months and 1 day to complete my claim and in that time i did not have a car to use as they failed to offer me car hire and in this time I had to keep calling to follow up on the claim which I received minimal feedback only to my surprise to be told that just this once I allowed my cousin to fetch my sick daughter and her mom so we could take her to the doctor I am being told I was suppose to alert my insurance .

I cannot believe this is the treatment I'm receiving from Affinity, and the worst thing is the lack of communication and education on such an important regarding who can drive my car, how can I be penalized for allowing just once someone to use my car, in the case of emergency what was I suppose to do, how would I have known I needed to first tell my insurance it would be little bit better to understand if it was a case of me allowing him to drive it more than once, my car was always driven by me because it is very important to me.