Budget Bugs

Worse service provider in South Africa... BUDGET INSURANCE.... Been a client with BUDGET INSURANCE for almost 7 years prior, paid all my insurance fees with no hassle, even through covid. Unfortunately my BMW 320i (f30) 2014 was ****** in broad daylight from gateway shopping mall on the 24th of June 2022 at around 2pm, and I then had to contact budget to register a claim, From the very 1st moment right uptill now I have nothing positive from BUDGET.. On the 24th June, footage shows us park our car, lock it and leave to go into the mall, phone location shows we in the mall, bank statements, card swipes, purchases ect proves we were in the mall with my 2 kids( 11yrs and 6yrs) between the time period of 11am and 2pm..

When we got out of the mall on the 24 June, we couldn't find our car, we noticed a tow truck towing a vehicle away, and thought mine could have been towed coz my metered parking might have expired, we immediately inquire about this from the security that was outside the hotel entrance, which was a few meters from where we parked our vehicle, he then directed us to a bidvest mall security vehicle that was parked across, also just a few meters away from where we parked our vehicle.. we spoke to the security officer and he walked with us back to the scene, he radio the rest of the security and he requested that we now go to Durban north police station as the vehicle is definitely ******, at this stage, we contact BUDGET INSURANCE as we we outside the mall, with my 2 small kids, who were crying and upset that their vehicle was nowhere to be seen, we had a few bags as well from shopping and some toys that the kids got from funtabbles.. I specifically asked BUDGET whether they could assist us with any sort of transportation to and from the police station and they REFUSED,, saying that I need to go open a case and obtain a case number and then only would they be able to assist us.. disappointed, and still very frantic we got and uber to the requested police station. We got there report Ed the case which took almost 90mins, we were given a lift back to gateway shopping mall by our friend, who had to leave for work, the case number was smsed to us at this moment so we contacted BUDGET INSURANCE thinking that they will assist us with a vehicle, however I was told that the claim department was closed and I need to call back on Monday, shocked by this information I requested to speak to a manager, then I was transferred to a lady who said she will be asking some questions to file the case, I was asked questions like ,,, "what is the Vin number, the actual mileage of the car, the make number of this vehicle " , in this frantic stage I wasn't even able to remember my own ID number but they requested all this, I worked with them and was told I would get a call on SATURDAY MORNING,, To confirm the courtesy vehicle that I have been paying for and that was included in my policy.. I NEVER GOT A CALL FROM BUDGET INSURANCE, I called numerous times to only be told that I have to wait.. On Monday I called again and an agent informed me that Beverly Naicker was assigned to my case and she is only scheduled to call me the following day, I was totally appalled by they lack of concern and empathy for my circumstances, I requested I be transferred immediately to Beverly and I was, BEVERLY then went through a few mandatory questions and I was told and INVESTIGATER BY THE NME OF ABDUL WILL BE ASSIGNED MY CASE...and he will call me,, SOMETIME IN THE NEXT 10 days... I at that moment requested to speak to a manager and was put through to MEGAN... a lovely lady who assisted arranging a car for us, and I did mention to her that I have kids who went through all of this with me,, and NOT ONCE DID ANY AGENT ASK IF WE WERE OK... I was also told by Beverly that my excess will include an extra R5000 Because I did not have a tracker, this was something that BUDGET INSURANCE never me aware of.. so I inquired about where was this mentioned and was told they would check and get back to me, uptill now there's no feedback on this.. We did however get a call from ABDUL and he requested we meet with him at the scene of the incident, upon meeting with him he had us go through the entire incident again in the presents of my 2 small kids.. we did so, we then were asked to provide bank statements to show purchases that were done in the mall on the 24th, then he took pictures of our call logs, taking my Friends numbers and mechanics numbers, he also then requested to see our location for that day, which still makes NO SENSE, Seeing that footage shows we in the mall, my card swipes and purchases showed that to, but I did mention that my phone lcd has cracked and I was having problems using the phone, and certain apps didn't work, but still managed to provide him with requested info.. He left saying he will contact us, which he did a few days later saying he needs us to full some papers work given him permission to check our phones location,, so we did that... we have been constantly calling him requested feedback and was given nothing, it took him almost 3 weeks to obtain location from cellc... he set an appointment to meet with us on the 1 August to conclude case,, however when we called him he said he will be persponing it for the 2 August, upon meeting him today, 2 August, he mentioned that according to key data, my key, which I used every single day, was last used in MAY, and that it's questionable as to why or how someone was able to take the car in minutes from the parking... WE ARE NOT MECHANICS OR HAVE ANY KNOWLEDGE ABOUT CARS OR KEYS, so how do we answer this question???? He also requested we assist him in getting information about the dealer we purchased the vehicle from , four years ago, so he can go ask them questions.. My concern here is this dealership has closed down as many businesses did during covid did, so where should I obtain this from.. also we paid cash for this vehicle, why would 1 keep this information???

Extremely disappointed and discusted by BUDGET INSURANCE, will never recommend the service , which is extremely poor to anyone, Imagine paying for insurance without fail for so many years, not missing a payment and then to be treated like a ********.. BUDGET INSURANCE HAS LOST MY BUSINESS..