Disappointed

To Whom It May Concern,

I am writing to formally express my dissatisfaction regarding the handling of my shortfall insurance claim with Bidvest Insurance.

I took out shortfall insurance with Bidvest Insurance in August 2024 when I purchased my vehicle. Unfortunately, I was involved in a car accident on the 21st of March 2025, which resulted in my vehicle being written off. I submitted my claim on the 3rd of April 2025, and since then, I have experienced an unnecessarily prolonged and frustrating process.

For over a month, I was repeatedly asked to submit various documents, all of which I eventually provided. During the process, it was discovered that my primary insurer (Budget Insurance) had not settled my claim in full, leading to further delays. Fortunately, after some negotiation, Budget Insurance paid the outstanding amount within one to two weeks.

On the 26th of May 2025, Bidvest Insurance confirmed that they had received all the necessary documents to proceed with my claim. I followed up on the 4th of June 2025 and was informed by a consultant that my claim had been approved and would be finalized by the 6th of June at the latest. However, when I called again today (the 6th of June), I was told that they are still waiting for management approval, with no indication of when the payment will be made. When I requested to speak to a manager, I was denied the opportunity.

This process has been deeply frustrating and disheartening. I have cooperated fully and met all the requirements, yet I am still left waiting without clear communication or resolution. I now feel I have no choice but to escalate this matter to the Ombudsman for for further assistance.

I trust you will treat this matter with the urgency and seriousness it deserves.

Sincerely, Lucky Nyembezi *** Claim Number: