Delayed response by Bidvest Insurance

We having a maintenence plan for our audi a3 sedan with Bidvest Insurance since May 2022 and we never claimed from it until now on the 30th October 2023 our car was diagnosed with breaking system problem and we submitted a quote to Bidvest and to date they still haven't done a thing about it. I have been following up with them by telephone calls every 2nd day and only when I am calling them I could notice that they only attending to it when I call them. And they will request us to send some missing documents and we sent them immediately but no action from their side to date. I mean we are paying insurances so that if something happens we are not inconvenienced financially and personally but if it take more that 9 working days for them to attend to it, what's the point. Worst of all I called them again this morning and I was told my claim is with the assessor and i requested to talk to their manager and I was put on hold for more 15minutes and I decided to drop the call.

Kholiwe Duma