Budget Insurance The worst EVER

I have been with Budget for over 7 years. I submitted a claim on the 5th of February 2024 the same day of the incident for two of my tyres as well as a leak that came from the bottom of the vehicle.

My vehicle was towed from our house to Renew It Randburg for an assessment. I had claimed from the VAP and the main policy.

The guy I initially spoke to logged two different claims for the tyres he insisted that this was their process despite both tyres being damaged from the same incident. A couple of days later I get a call informing me that the claim was rejected as I had exceeded the VAP claim for a year, upon enquiring and probing that this is not correct the agent picks up that they were wrong and places me on hold for a very long time and tells me that they made a mistake and that they would approve the claim. She asks me why were there two claims submitted for tyres and I told her that the agent I spoke to insisted on logging two claims. She then asks me why was the vehicle taken to Renew It Randburg instead of Tyger wheel and Tyre I told her that I only requested for a tow to be done as the vehicle was not safe to be driven I did not instruct where it should be taken to.

What upsets me is that up until now(27th Feb 2024) I have not received my vehicle I am being given a run around and no one seems to know when the repairs should be done. This is the worst service I have ever received from Budget for all the years I have been with them. No one calls me to give me any updates.

The worst part is that I had gotten a call from Renew It Greenstone where the car was supposed to be repaired and was told that they dont know where my vehicle was. Someone had authorised for my vehicle to be taken from Randburg to Greenstone on the 15th of Feb, only t find that the vehicle was sitting at Tyger wheel and Tyre Randburg they only manage to find the vehicle on the 21 of Feb. This for me is gross negligence and nobody knew where it was.

I was told that the assessment was completed on the 14th of Feb and that the claim was approved. Today 27th of Feb I get a call from a Budget consultant informing me that they just completed an assessment and there is a leak at the bottom of the car (this i told them at the beginning of the claim, but no one listened). When I asked why are they doing so many assessments as these were already done twice he could not give me an answer. He informed me that he would give me a call within 48hrs, meaning I still need to wait more as I have been waiting since the 5th of Feb.

All the agents I have dealt with in the past 4 weeks seem to have different knowledge. I have had to call numerous times to try and track the progress which had resulted in me being frustrated because everyone has different information to give. I even logged a complaint with them, the only thing I got was an email telling me that their deadline is the 6th of March meaning my vehicle would have been with the repairers for a month by then.

I am disgusted by the lack of service and no one cares, I have lost so much money with commuting and calling them. I need all my money back and I want my car back!! I will escalate this to the Ombud should you fail to fix all the!