Beware of Budget Insurance's Incompetence

The service we have received from your end is appalling and completely unacceptable.

On the 5th of February 2024, my mother, Mrs Sibiya, lodged a claim following a car accident. The ordeal that ensued can only be described as a bureaucratic nightmare.

1. Although we were initially assured that Budget would handle the third-party claim and cover the repair costs, the payment could have been more generous. This led to daily distressing calls from the car owner to my mother. Despite numerous attempts to follow up on the matter, we were met with a wall of silence from Budget. As a result, Mrs Sibiya was compelled to pay for the repairs out-of-pocket. 2. Following the transfer of her car to the panel beaters in Potch, Mrs Sibiya required a courtesy car. The process to secure this replacement vehicle was complicated, demanding numerous calls and escalations. It took her an entire week ****il 09 Feb 2024) to receive the courtesy car. 3. The panel beaters took possession of the car a few days after we were informed of its transfer. However, we were kept in the dark regarding the progress of repairs. After our proactive follow-up, we were told the repairs were pending due to the waiting parts. Despite the promise of a repair within 3-5 working days after the parts arrive, we still await an ETA or explanation for the delay. 4. On March 8, 2024, Mrs Sibiya was abruptly informed that the courtesy car needed to be returned as the 30-day rental period had expired. Any extension would require her to bear additional costs. To add insult to injury, the car was to be returned on March 10, 2024, a Sunday when the rental company was closed, necessitating additional fees.

Throughout the ordeal, I have made repeated attempts to address these issues with Budget Insurance:

On March 8, 2024, I spoke to Yasheen from Claims, who escalated my issue to the Dispute department. Despite his assurance, there was no feedback or callback.

On March 11, 2024, I spoke to Michele, who hung up on me after keeping me on hold for 10 minutes. I called back and was transferred to the Dispute Department, where I spoke to Mpho. She informed me that Tebogo would call me before the end of the day, a promise that was not upheld.

On March 12, 2024, Tebogo called to inform me that the dispute was unsuccessful and that Budget would not be extending the rental period.

If the delay is beyond the control of the panel beaters and Budget Insurance, I demand to know who is accountable. Is it different from the insurance company's mandate to ensure the timely and efficient processing of repairs?

The inaction of Budget and the panel beaters has left Mrs Sibiya stranded without a car or a rental and without indication of when this situation will be resolved.

We urgently need to take action and a comprehensive outline of the following steps as soon as possible. We will not tolerate any further delays or lack of communication.