delayed response and poor communication

I am writing to formally raise a concern regarding both the handling of my claim and the service received from your appointed repairer, Renew-It Randburg.

Following my accident on 4 March, my vehicle was taken to Renew-It Randburg for assessment and repairs. However, I am deeply disappointed with the lack of communication throughout this process.

I was not provided with any clear information regarding timelines, particularly how long the assessment phase would take or when repairs would commence. I have had to proactively follow up multiple times just to obtain basic updates, often requesting call-backs which were not honored.

In addition, my attempts to contact Renew-It Randburg have been largely unsuccessful. The service advisor has only reached out once via WhatsApp, and despite my repeated requests for a phone call, I have not received one. I am able to provide call logs and WhatsApp messages as evidence of my efforts to obtain communication.

This lack of responsiveness has left me completely in the dark regarding the status of my vehicle.

Furthermore, I have noted the repairer’s public rating, which raises concerns for me about the quality and standard of workmanship I can expect. Given the circumstances, I would like reassurance that my vehicle will be repaired to a high standard, in line with manufacturer specifications, and that proper quality control measures will be followed.

I expect the following: - Clear and consistent communication regarding the status of my vehicle - Defined timelines for assessment and repairs - Assurance of high-quality workmanship and proper post-repair inspection - Immediate contact from both the insurer and the repairer to address these concerns

I trust this matter will be treated with urgency and that steps will be taken to improve both communication and service delivery.