3rd Party Excess Claim Nightmare- Disgruntled Customer

Worst customer service ever with little to no urgency when it comes to customers matters, if it were up to me i wouldn't even give them a single star for their rating.

My car was in an accident on the 31st October 2018, in a rear end collision where my boot door and my back bumper was damaged by a third party needless to say i logged my claim with Budget Insurance the same day (31st October 2018).

After logging of claim , i was instructed to take my vehicle to an Assessment Centre in Century City where the extend of the damages will be assessed, thereafter my vehicle was fixed at the SMG in Tygervalley and where i paid an excess which was to be claimed back from the 3rd parties insurer(Santam).

The 3rd party excess claim matter was handed to Telesure's Recoveries Department where i sent all relevant pictures with damaged to my vehicle's and the 3rd party's car, Accident report,sketches etc... and that was done by 31st November 2018. Ever since that date i heard no communication from Telesure to the extend i had to keep calling the contact centre to find out whats the status of the case and why i haven't gotten feedback from the specific recoveries consultant handling the matter. Fast forward to January 2019 i received a email from the consultant informing me the matter has gone into Arbitration due to Santam disputing that their client was at fault. In Arbitration, an independent body would review all evidence and statements then make a ruling which party was at fault. 2months went by waiting on a decision to be made, where i made communication and sent out emails to the recoveries consultant requesting feedback on the Arbitration case and i have been told the matter now is with the 3rd party liabilities department and the relevant consultant in that department to contact. After being sent from pillar to post with a gazillion of phone calls to the call center ,I sent 4 emails to the relevant liabilities consultant ********** ) regarding what the status of my excess is and i have NOT received a single RESPONSE to all of my emails. I'm so appalled on the ghastly service that Telesure has and their nonchalance when it comes to customer service. Today i decided to called the Liabilities department seeing as i was having no luck with the emails i was sending and the lady who answered me informed the matter is being sent back to Recoveries Department. This whole experience of to-and-fro, back and forth has been thee WORST EVER to the point where i cant wait for my excess to be paid thereafter i'm changing my insurance to another insurance not managed by Telesure. Kudos to Budget Insurance but this is the end result of Telesure's atrocious service.