Claim review hanging for an unnecessarily long period

IUA/ Bidvest Warranty is the most difficult insurer you can ever find in South Africa based on what I've experienced over the past month. First they declined my claim after what looked like a whitewash assessment, which re**** on a single photograph and no attempt to open up the diesel pump and thoroughly inspect the possible cause and damage.

After I put in a complaint to ***, I received reassurance and thought that the experience would improve. In the interim I took the vehicle to another repairer, who on 20.06.2019 sent a report on what caused the damage and how much it would cost to fix it. This was preceded by pictures taken from the damaged mechanical parts and emailed to IUA on 13.06.2019.

I am eternally frustrated because Rashika always promises to give me feedback. On 23.06.2019 she said I will know the outcome by the 24th. She constantly pushes the deadline and I really do not understand why. They always say the issue is referred to the insurer to decide on something that is not even clear.

All I want now is for UIA/Bidvest to approve my claim in light of the new, comprehensive evidence. I also ask that in the long term they establish clear standard operating procedures on how claims are assessed because what Toyota did in assessing the claim was shoddy to say the least. I was informed that the person who wrote the final report that led to the claim being rejected initially, had not physically worked on the car himself. One fears How many other clients might have fallen victim to such, and how many more will do so in the future.