Bad service from Budget

My Wife was involved in an accident on the night of the 5th October 2019. Budget insurance organized a towing truck and the car was towed. I then lodged a claim on the 8th October 2019 (Claim ref ***).

On the 18th October 2019 I was told that my claim has been escalated to the senior consultant and that he will contact me shortly. I waited and there was no correspondence from Budget representative, until the 22nd October 2019 when I wrote to the lady that was handling my claim, I impressed on her that I didn't have a second car and I was really struggling with transport to and from work. She apologized and told me that the Senior Consultant will contact me. It never happened.

I called numerous times until I was able to get hold of the Senior Consultant, promises were made and deadline to finalize the claim we set and postponed twice. There was no update whatsoever, even when the deadline was missed, I was the one who had to call and ask if the investigations were concluded. This happened between the 22nd October 2019 and the 15th November 2019. I had to call for updates even though there were promises made that I will be updated regularly.

I have impressed to Budget on many occasions, that I am desperate since I don't have alternative mode of transport. I have also made Budget representatives aware that this is impacting negatively on my performance at work and has already earned me a verbal warning for arriving late at work. But still there were no updates whatsoever, I only received two calls from the senior consultant:- 1. when Senior Consultant wanted my side of story (15th November 2019). 2. when he called to tell me that the claim have been rejected (21st November 2019).

I then wrote an email on the 22nd November, after the claim was rejected and being informed that the car will be transported to my place, in that email I begged that the car be checked that it still in the shape that it was in after the accident, i.e. the condition in which I handed it over to Budget. I also asked for the exact date on which the car will be transported so that I could be at home to receive it. There was no response to this mail, instead on the 25th November 2019 (Monday) I received a call from tow truck company telling me that my car was on the way from Bloemfontein to my place and that the driver was passing Kroonstad. No arrangements were made with me whatsoever before transporting the car to ensure that I will be home to receive it. But because I was desperate and wanted the car to be fixed ASAP, I again left work early to receive the car. It still came with some parts missing beside my plea above that it be checked first.

The car was delivered to my place on the 25th November 2019, I immediately wrote a mail indicating that some parts were missing. It's over a week now and I still don't have those parts.

I also wrote to internal dispute resolution on the 22nd November 2019, indicating that I am raising a dispute on the rejection of the claim. I asked for information that was used to arrive at the decision to be sent to me so that I can prepare my representations. I received a response from the person whom the case was assigned to on the 25th November 2019 , and it was promised in that email that I will receive a response within 7 working days. We are on the 10th working day since then and there has been no communication. I also wrote emails on the 4th December 2019 requesting an update on both these issues, that is:- the dispute resolution and missing car parts, both representatives never responded.

Budget never kept any of it's promises.