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Mboniseni M

1 reviews | Active since Aug 2014

11 Jul 2019, 09:29

Bad Service and no responsibility

This is the most horrible insurance ever, should have read the reviews 2 years ago before joining.

Was involved in an accident on the 10th of June where my front bumper and bonnet was damaged and the car was towed by the insurance. Today marks exactly a month, no assistance and when contacting insurance, they make it clear that they played their part and you must follow up with the panel beaters, in order words, their customer service is no longer available for you.

On the 9th of July I received a call that my car is ready by the panel beaters, and to my surprise, they say I “shouldn’t be surprised because the boot is not closing and the insurance did not authorise its repair”. This is a surprise for me because the boot of that car has never had a problem before the accident, and even on the day the car was towed, the boot closed properly, I went to fetch some of my stuff at the panel beaters and the boot was working. “it was apparently caused by my sound system”, really… so I was apparently driving a car with an open boot?

Anyway, after calling the insurance and been transferred over 5x for 20 minutes, I sent an email to my claim administrator and the complaints department, guess what, 48 hours no response.

Anyway, I decided to go fetch my car, and funny enough Renew It greenstone acts like everything is okay, handing over a vehicle where the boot was not closing, the Bonnet was not aligned properly, Right side mirror holder scratched with sand paper, Dots all over the front bumper, and the Right Fender not aligned. Apparently, the insurance assessor did not authorise the fender to be replaced despite being damaged, they said it should be repaired. The damn fender was not even properly repaired with a bump that can felt, and to hide it, they glue the light covers on the light so I won’t remove and see the gap between the light and fender. Is this the service you provide?? Or you just don’t care. Who glues light covers, how am I expected to wash my car lights? When u send this repairer emails, they do not even acknowledge or respond, so now I must spend more time without my car because the bumper and fender is so big that it needs 2 months 2 repair?

On the day of the accident, the boot was working well, the photos from the tow person should have shown the insurance that, or they just don’t care. Why was I not informed of a damaged component, and that it would not be covered, only on the day of collection. I even asked for a damage report, 4 weeks later, never received, what happened to my boot when the car was with you????

I’m honestly not impressed with how this is handled and the customer service. I have been very patient, never complained about the delay and now I’m expected to go longer without a car, or receive it in a worse condition that it has ever been, is this your customer service?

0
Replies (2)
Budget Insurance
Budget Insurance's reply11 Jul 2019, 10:02
Official
We acknowledge receipt of your complaint.

One of our Customer Relation Specialists will be in contact with you to discuss your concerns.

Kind Regards, 
The Budget Insurance Team
MM
Mboniseni M's update25 Jul 2019, 07:38
Reviewer Update
I’ve never felt so disappointed and disrespected like the way this insurance’s agents and their assessor has made me feel. Your ignorance of customer’s issues is so appalling. After my initial complaint, I had already taken back the vehicle the following day (10th July), of which I pointed out that, the painting on the bumper was not neatly done and had dots, the fender was not properly aligned on the right side and there was a bump that was not properly fixed. I was told it will only take a day for my car to be fixed and I would get it by latest the 12th. On the 17th I contacted the panel beaters and was told they are just polishing as my car was recently resprayed, and it was later delivered on the day. To my surprise, the bump was not fixed, the alignment was not sorted, the only thing that they did was to open a gap on the left side as well so the car can have BIGGER gaps of the same size. That is very disappointing because there was no issue on the left side. Now the car has gaps on both sides of the bonnet, this is an insult to me. I waited an additional 7 days whilst nothing was done. I sent images to the assessor to this date I have not received a response. This is a game that the panel beaters are playing, they kept my car for extra 7 days and did not resolve any issues, why did they take so long with my car? Was it a way of inconveniencing me further so I can just accept it in its deformed condition? If they cannot fix the fender, why was it not replaced or just taken to another branch to repair it? To add up on the insult and disrespect, Yesterday I received a guarantee for the work done, what work? So, does that mean the insurance does not care about the issues I raised? Further, your guarantee statement states, "In the event that the repairs fail to meet generally accepted industry standards, and the vehicle needs to have further repair work carried out on it, Budget Insurance Company Ltd will at no extra cost to the client, arrange for alternative transport for the duration of the rectification process.”, why was I not given this option? I’m currenting being inconvenienced, had been patient for over 7 weeks now and the insurance has not done anything to assist me? All they know is “bring your car in” again, and again. The costs of all the ups and downs I’m incurring is even more than buying a new fender. IS this what I have been paying for? To take my car to panel beaters who does not do what is expected of them? This has caused my car to lose value, by just looking at it it looks like it was involved in a major accident where it was just the bonnet and fender. If this is not resolved, the motor industry ombudsman and the ombudsman will have to decide who is responsible for repairing my car and restoring it to its past or expected value.