Bidvest Insurance provides the opposite of Peace of Mind, yet happy to take your money!

It is with deep regret and frustration that I am writing this review, both as a means to arrest at least the attention of Bidvest Insurance and warn other consumers of the terrible service we have received to date from them with regard to our Scratch and Dent Insurance. They do not seem to be registering this frustration in the course of our correspondence with them. The insurance was sold to us as a very attractive add-on when purchasing our Corolla cross Hybrid from Bidvest Mccarthy PMB - we were convinced that this was a hassle free way to keep our beautiful metallic black car (notorious colour for requiring a little more maintenance that others to stay looking great) and so we were happy to include it with our purchase wanting to keep the car in tip top shape throughout our ownership as it represents a big investment. we were given the explicit idea that we could be able to claim every month if need be up to the value of R4000 per claim, and so were very secure that we had mede a good decision in protecting said investment. Quite early on we were faced with our first issues of light scratches on the bonnet and fenders...and from thefirst Bidvest scratch and claims have been nothing short of frustrating and unhelpful in assisting us to receive the value of the service we pay a premium for. After the painstaking process of the first claim, which could not attend to every little scratch we originally found (we were happy to receive great panelbeating from Hailrite PMB as one of their nominated service providers). We thought perhaps this was just the way the first claim goes and that once set up and also now having made connection to a good nominated service provider that the process would then be streamlined. NO! Bidvest seem to be trying every which way to not honour their end of the insurance deal, purposefully and to no end of our frustration. while we keep furnishing their every request on a claim we have made quite some time ago, providing secondary quotes and every bit of administration, they have us caught up in an email trail thst makes their staff seem as though they have learning difficulty, seemingly as a strategy to discourage us from gong forward with only our second claim - this for a few incidental scratches that were meant to be no issue for this insurance - the very reason why we purchased this supposedly tailor-made product was for these type of incidents. And the false security they offer doesn't come cheap either! But what are we paying for? endless repetitive communication, where they even email and second guess their own nominated service providers, creating an email thread that looks like its being administrated by idiots who are trying to find a loophole out of honouring a contract, rather than caring staff who are paid to provide a convenient hassle free service - which is what was sold to us. Are you starting to see our frustration? It's ridiculous and as soon as possible we want out and would advise absolutely no one to take up scratch and dent insurance with Bidvest if this is the extent of the service they provide. will they respond, I wonder? they certainly haven't taken our request to be referred to their complaints department seriously - in fact they completely ignore that part of the email thread. Is that par for the course in the insurance industry? we pay them for peace of mind -yet Bidvest Insurance has been the main cause of upset and frustration and a strong feeling of injustice that outweighs the scratches we are trying to have fixed. We have paid for this service, however and we will see that they properly provide us with what is due, and will take the next step of filing a grievance with the Insurance Ombudsman, should their lack of care persist. We pay them timeously and consistently, hassle free to them and are simply asking that they provide the product that was sold to us, rather than invoking at every turn snippets that are printed so fine that they can barely be read, nor do they even correlate with our case or show that they have understood that all the information and evidence they request has been supp****, even in duplicate. this is beyond unfair...its begins to blur into ******** maladministration, or perhaps wilful stupidity that sees them get away with taking our money and not providing what is promised for said monthly premium! We want justice and our costly vehicle to be maintained as per the product sold to us or our money back and an apology, as well as a confession to all consumers, current and potential of wrongdoing and actual incapability of providing the promised service and peace of mind. Bidvest is a huge company generating income hand over fist, one wonders if this is a company culture that pervades the entire organisation. Prove us wrong!!!