BUDGET ... WHAT DID I GET MYSELF INTO

Part 1 Before joining Budget, I was with another insurance company. I had been a loyal customer for a few months, feeling dissatisfied with my current insurance provider due to a language barrier, I decided to explore other options. That's when Budget Insurance caught my attention. Their adverti*****ts boasted about the numerous benefits they offered, and after reading some positive reviews, I felt compelled to give them a chance.

Hesitant but hopeful, I contacted Budget and an application was made to switch insurance companies, however a few days later I had a change of heart. knowing that I had just recently taken on a new insurance policy, I expressed my concern about canceling it so soon. I didn't want to waste money or complicate matters further. I then called Budget to cancel my application However, the woman on the call was relentless.

To my surprise, the representative on the other end of the line went to great lengths to convince me that Budget was the perfect fit for me. She painted a picture of an amazing insurance company that would have my back in every situation.

Feeling pressured and outwitted, I reluctantly agreed to join Budget Insurance. Little did I know that this decision would come back to haunt me in the most frustrating way possible.

Part 2

Where to start... over the weekend, whilst on a journey to Kaapschehoop, a quaint little town perched atop the rolling hills of South Africa, I encountered an unexpected hiccup. As fate would have it, while my car was stationed on a public road and I was leisurely browsing through a local store, a careless driver managed to bump into my vehicle in Bloemfontein, leaving a rather nasty dent on my bumper. To my dismay, they swiftly disappeared into the bustling traffic before I could even fathom what had happened.

In a rush and with a heavy heart, I didn't think twice about the incident as I had another eight hours ahead of me on the road. Determined not to let this unfortunate incident dampen my spirits, I shrugged off the frustration and continued my journey towards the picturesque town of Kaapschehoop.

Determined to rectify the situation, I decided to call my insurance company and lodge the incident not long after leaving Bloemfontein. The incident was lodged and I was told that I would be contacted a few days after for the final outcome of the claim. I therefore carried on with my journey with the calming idea that my insurance company would take care of this matter and leave me without a headache.

Tuesday this week, I found myself in a state of utter disbelief as I made a call to Budget Car Insurance. My heart raced as I awaited an explanation for the damages that had befallen my car. Little did I know, the news that awaited me on the other end of the line would send shockwaves through my entire being.

The voice on the other end of the line informed me that the repairs required for my beloved vehicle amounted to over 16k. But that was not the worst of it. The voice continued, cool and detached, informing me that my excess, the amount I would have to pay out of pocket, would amount to over 11k.

Confusion consumed me as I struggled to comprehend this. How could this be? I had claimed my insurance before the dreaded six-month waiting period, and now I was being confronted with an additional excess due to an early claiming period. It was as if the universe had conspired against me, piling on obstacles to further complicate an already challenging situation.

As the voice on the other end droned on, listing legal terms and insurance jargon, I could barely make sense of it. The image of my car, battered and bruised, flashed before my eyes. It had been a victim of a reckless driver, carelessly ramming into it from behind, leaving me to sort this out.

I started arguing with the woman on the other end of the call, frustration seeping through my voice. I couldn't believe what she was telling me - that this entire situation could have been avoided if I had just stuck with my previous insurance company. It felt like a slap in the face, as I had thought switching providers would result in a better deal.

"I specifically asked about any additional charges or hidden fees," I insisted, my voice rising. "And I can't recall you mentioning anything about a separate excess if I claimed before the six-month period."

The woman's tone remained firm but unsympathetic as she responded, "Sir, I understand your frustration, but as per our records, you were informed about this excess when you signed up with us. It is stated clearly in your policy agreement."

I felt my anger boiling up inside me. How could I have missed something so important? I had meticulously researched various insurance policies before settling on this one, or so I believed. It seemed inconceivable that I could have overlooked such a crucial detail.

Realizing that arguing further might not yield favorable results, I pondered my options. I needed my car fixed. I told her they can pay the difference out to me and I will see to the fixing of my car myself. She said that was not an option whereby I put the call down in frustration.

Straight after our chat, frustration gnawed at me like a persistent itch. It was time to sever my ties with this insurance company that had caused me nothing but distress. Taking a deep breath, I dialed the number of the cancellation department and prepared myself for another round of exasperating conversations.

A polite voice greeted me on the other end of the line, and I explained my intention to cancel my policy. The representative, empathized with my plight and assured me that she would do everything in her power to resolve the issue. However, she kindly requested 24 hours to investigate further and promised to get back to me with a more favorable outcome.

Reluctantly, I agreed to give them one last chance, desperately hoping for a glimmer of redemption from this insurance nightmare. With a heavy heart, I ended the call and began the agonizing wait for their response.

The 24 hours crawled by with agonizing slowness. But as the sun dipped below the horizon on the following day, my phone remained silent, devoid of any message or call.

Determined not to let them evade their responsibilities, I dialed their number once more, filled with regret, I was informed that they had not been able to locate the crucial recording necessary to validate my claim and that they had called my previous insurance company to clarify when I last had a claim against that insurance company.... now this is where it get's interesting, according to the POPI act... Insurers normally provide for blanket clauses allowing the company to collect and share the policyholder’s personal information. Under POPIA, that blanket clause is no longer sufficient, because the policyholder does not know what information is being consented to and what further purposes it will be used for.

Insurers should consider obtaining legal advice in drafting appropriate consent forms for processing third party information for underwriting purposes or to assess a claim. They should be aware of the processes they need to follow to avoid breaches of POPIA. They also need to consider carefully all the other parties in the network of information sharing, from underwriting to claims processing, and how they should be putting steps in place to comply with POPIA.

The ending...

However..., she assured me that they would not charge me for the unexpected excess. At first I agreed to this and asked to be paid out the difference and I would then get my car repaired by an outsourced company of my choice, she said that this would be possible and once I have had my car repaired to send them the proof of the repairs. I declined this offer and will take this matter further as firstly I DON'T have to send them proof of anything nor did they have the right to contact my old insurance company to obtain information which goes against the POPIA since the 1 Just 2020 with a grace period of 12 months. Without the proof of my conversation to them (as that is what was stated to myself) I want answers.

What outcome do I wish from this???