McCarthy Bodyguard policy

I am writing this review detailing my experience with the McCarthy Body Guard policy. I’ve had 2 claims on this policy since it was initiated in January 2024. On my first claim I was pleasantly surprised to encounter call centre representatives listening to my request and offering two repairer options that were close to my workplace. As requested, two quotes from accredited and approved repairers were obtained to repair a dent on my vehicle, with the cheaper of the quotes being approved. Ultimately, my vehicle was repaired and the claim was completed without issue. On my next claim, the call centre representative informed that one of the two quotes must be obtained from McCarthy Auto Trimmers Mobile Repair Service. As I am unfami**** with the workmanship of a mobile scratch and dent, paint repair service, I went online to look for reviews and customer feedback, however, I was unable to establish a track record that would respond to my concerns regarding the quality of work from a mobile service when compared to a vehicle being repaired on premises. I had expressed my concerns in an e-mail to the assessor as the mobile repair service quote was the cheaper of the two will be chosen, even though both quotes were within the policy limit; the other quote being from the repairer that worked on my vehicle in the first claim (this repairer was initially suggested by the call centre representative as it was close to my workplace). Given that this policy is now forcing a quote from this mobile service, I had asked if I can get an assurance from Bidvest Insurance on their workmanship as it will be both a waste of time and money if I have to redo the paintwork. Since my response, I have received no further updates from the assessor, Melissa Woodraj. I was informed that notes will be placed on my claim for the assessor to update when I contacted the call centre for updates. I received the same response on Monday, 09/12 and Tuesday 10/12 and still no feedback has been received. From the Claim Form request e-mail: Once we have received your completed claim form and all required information: 1. Your claim will be assessed within 5 days. It has now been 7 days since I sent through the required information (claim form, pictures and quotes). Note that the point states 5 days and not 5 working days. 2. Once a full assessment of your claim has been completed, we will communicate the decision to you in writing within 24 hours No communication or updates have been received as yet. A warning to consumers looking for a scratch and dent policy. Avoid this one! This policy now forces you to get a quote from a repairer whose workmanship cannot be backed up by the insurer (as I have not received a response to my e-mail, sent on 06/12/2024 requesting this assurance). The brochure for the Bodyguard policy downloaded from https://www.mccarthy.co.za/value-added-products/4/bodyguard states “...as long as it falls within the payout limit, we’ll repair it.” However, what it does not state in this brochure but on a link that you will find when you request a claim form is that “Bidvest Insurance reserves the right to direct work where the cost of the repair work is more competitive.” (https://www.bidvestinsurance.co.za/right-to-repair-statement) It is clear on this claim that the Bidvest Insurance no longer cares about how the repairs are done or about responding within the timelines that they have stipulated. You can still choose the other quote within the policy limit, however, YOU the customer will have to fork out the difference from your pocket.