Delay tactics not to pay-out the claim

I am very disappointed and in immense distress. My mom was involved in a car accident about 2months ago. After numerous follow ups, a month and a half later, budget insurance informs us that the vehicle is a write off. They gave us a list of items they want to process the claim and pay-out. They requested all the original vehicle documents (which includes the car registration document "RC1") and car keys to by posted or hand delivered.

I did a check list where I checked all the items to ensure that I respond as requested. I even verified these items with my courier agent. I stapled the envelope and he envelope inserted in the courier bag to ship to door point overnight.

When they received the items (lo and behold) they now claim that the document was not included. Luckily, I took a picture of the RC1 document before posting. I have proof.

I know realise that these are now delay tactics that budget insurance is using as an excuse to not payout. They are not a reputable company to deal with and certainly now I have to pay for their negligence. I will not recommend them to anyone because when it's time to pay they'll make sure you get frustrated and not care about you. I was dealing with Mutali Mukwevho, whom is nonchalant about the customer. Doesn't call back, just write an email, you call you looking for him/her and to no avail.

Never again, I'm moving all my policies away from this company

Be warned customer, you will be like me frustrated and in destress, you now forever late for work due to negligence from budget insurance staff!!!!!