Complaint Regarding Delayed Vehicle Repairs

I would like to formally register my utter disappointment and dissatisfaction with the poor service I have received from Budget Insurance regarding my vehicle claim.

My vehicle was damaged and sent to the panel beaters by the Budget Insurance in November 2024. Since then, I have continuously been given the runaround with no proper resolution or clear communication regarding the status of my vehicle repairs. It is now extremely frustrating that, despite still paying both the vehicle instalment and the insurance premiums, I have not been able to use my car since 2024.

What makes this matter even more concerning is that I have also became aware of another claim allegedly submitted for hail damage a claim that I have absolutely no knowledge of. The vehicle was initially taken in for mechanical-related damages, and I was never informed about any hail damage assessment or claim being processed.

I therefore request the following as a matter of urgency: • A full explanation regarding the delays in repairing and returning my vehicle; • Clarification regarding the hail damage claim that was allegedly processed without my knowledge; • Immediate intervention to resolve this matter without further delay.

I find the handling of this matter unacceptable especially that I am a paying client. Should this matter not be resolved urgently, I will have no option but to escalate it further to the relevant Legal unit and Consumer Protection Bodies.