Claiming third party as an outsider.....

<p>When one takes out an insurance plan you rarely think of the claiming experience the third party has to go through. With myself having a very bad experience claiming from outsurance I vowed to never insure by them in my life and when the time came I went with what I thought was a much better option, AA. </p> <p>After about a year they merged with Auto and General. Trusting AA I kept my insurance policy.</p> <p>Today however I don't feel the same way. After a gentelman reversed into my car in December, I got to the task of dealing with my own insurance from a outsiders' point of view as he himself is insured with Auto and General and has third party insurance. </p> <p>After going for the assesment in mid December I haven't heard back from them. So on the 4 January I emailed Netshedzo Nematshema my assigned liabilities administrator. Not getting any response I emailed the legal department, ********** on the 11th. With niether of them coming back to me I started calling. </p> <p>On Monday the 16th I spoke to a gentelman who told me that excess was received and that someone would contact me the next day. By Thursday the 19th I phoned again, but this time to a direct number I received on the 16th by a lady called Maryna. To my shock the person on the other side was clearly unhappy about me having her direct number. None the less she said that they are waiting for the excess to be payed. After trying to explain that the other gentalman told me that everything was in order when I phoned the Monday she argued that I only called the previous Thursday. After being passed around like a hot potato, once again, the answer stayed the same :"sir we need a proof of payment..." . </p> <p>Today 23 January, I phoned again.... sigh.... now they have recieved the proof of payment, but they haven't received the actual payment. After explaing myself to the last agent, she said that they actualy can't tell if the payment was made as the accounting department must let them know. Two different answers, with two different implications, by the same person over the same call?! </p> <p>To conclude my experience, if I was in the wrong by bumping someone elses' vehicle, would I want to put them through the same inconveniece, to put it lightly, as I am going through after already damageing their property? What if my car was undriveable and it was, as it is, my only transport to work? How would I have been able to plan anything between all the confusion? Lastly, how can I insure my partners' and my own vehicles with a company that can't even get back to me or give me the correct information about the very same product that I have with them. </p> <p>Perhaps they should go back to the drawing board to figure out that we are all people with responibilities, when claiming we have already been put though an inconveniece via damage to our property and that the correct information as well as comunication goes a long way.</p>