Claim: Poor service

Claim nightmare, lack of sense of urgency I had the worst claim experience, I was insured by a different insurer before but changed to budgets because it was cheaper as I was experiencing financial challenges. Little did I know the lower premium will result in a lower level of support and poor service the day I claim. I was involved in an accident on the 21st November, I called customer care line to submit a claim and requested for a tow truck. About an hour later when I called I was told no accident report was submitted, I then had to explain everything from scratch. Immediately from that moment I was alarmed, I then had to request for a tow truck again. Which I had to wait for more than two hours and when I made a follow up again I was told I’ve cancelled the service and this was because my details were mixed with someone else’s information. Another client cancelled a tow truck and they assumed it was me. Eventually the vehicle was towed and courtesy car was arranged. The claim process kept dragging and I had to continuously follow up so that they can action everything. I was always on the call between them and panelbeaters. The final repairs or parts claim from panelbeaters were approved on the 4th week and I was left with just a week before my 30 days car hire period expired. Panelbeaters were left with only a week before closing for festive holidays on 21st December and only if budget insurance had sense of urgency parts could have been ordered on time. The only acknowledgment was an extension of the car hire by a week until the 27th December which didn’t make much of a difference as the panelbeater is only opening on the 6th January 2025 and still need to wait for parts. I had no choice but had to extend car hire out of my own pocket. I never thought I actually needed the entire 30 days to complete a claim with budgets. But it seems one needs to get a car hire for 60 days with them due to lack of professionalism , not putting clients first and no sense of urgency. I have learned the meaning of “value for money”.

I have submitted this complain on the 04th January 2025 and received an acknowledgment on this platform from budget insurance the same day but I was never contacted with neither via phone nor acknowledgment email.