Avis Insurance

<p>I am really disappointed with the customer service from Avis. I rented a car from them a few month ago. The customer agent was super nice and I even bought insurance and road assist. After a hefty amount taken from my credit card. I was on my way with a smile. Whilst on the way to mafikeng a man bumped into us, not very hard (and to be honest it could have been prevented by him). Luckily police were close by and they escorted us to the police station as he wasn't compliant. We called Avis and asked whats the processs. they said open a file with the police - we did.Finally he admitted it was his fault. A police case was opened and when we handed the car back we informed Avis about the bump - we had insurance after all. 4 weeks later I was sent a bill of over R9000 and an instruction to pay. I informed the lady and she stated it wasn't her department and she wouldn't know about a 3rd party. Only to find out 2 weeks later the paperwork hadn't been filled out properly. and of course the lady denied my mentioning a 3rd party. after 3 months the case is still under investigation but Avis still demands I pay them. They have even sent it to collections. If you know there is a third party then why not halt proceedings until its all settled? and if I have insurance then why do I have to pay the whole panel beater bill? I don't understand? what's the point of insurance then. I will most certainly not be using them again. Its a pity as I had a good relationship with them before. But it looks like they only take care of their customers when things go smoothly, no support when the support is actually needed, the chief of billing was also not the most helpful or friendly. I understand he works with money but there has to be some sort of customer care training for all departments, but clearly not! very unhappy and left with a bad taste for them....</p>