Extremely disappointed with Budget Insurance’s handling of my claim and lack of communication

I am extremely disappointed with the way Budget Insurance has handled my vehicle claim following an accident on 16 July 2026.

I expected my insurer to not only process my claim, but to actively manage and monitor the repair process, communicate with me regularly and assist in resolving any issues that could delay the return of my vehicle.

Unfortunately, that has not been my experience.

There were already delays in receiving a response from Budget after the accident, and since then, I have been left feeling as though I have had to manage the claim and chase updates myself.

My vehicle was taken to a panel beater arranged through Budget. The repairer initially estimated that my 2026 Hyundai i20 Executive, which I purchased on 31 January 2026, would be ready by 27 August 2026. However, the repair has been delayed because required Hyundai parts have not been received.

What is particularly frustrating is the lack of proactive follow-up from Budget.

On 19 August, there was an expected delivery of the required parts to the repairer, but the parts did not arrive. On 20 August, the repairer confirmed that they were still waiting for the parts.

Despite this, I have not seen evidence of Budget proactively following up with either the panel beater or Hyundai to establish what was causing the delay, when the parts would arrive, or what could be done to expedite the repair.

Instead, I have had to repeatedly make calls and enquiries myself to establish what is happening with my own vehicle.

As the insurer managing my claim, I expected Budget to take ownership of the process and communicate with me when there were delays, rather than leaving me to coordinate between the insurer, panel beater and vehicle manufacturer.

I understand that Budget cannot control Hyundai’s parts supply. However, I do expect my insurer to actively monitor the repair, follow up with the relevant parties and keep me informed, particularly when a repair is significantly delayed.

I have now been without my vehicle for an extended period and have experienced unnecessary inconvenience and frustration as a result.

I am asking Budget to:

• Provide me with a clear status update on my claim and repairs; • Confirm what follow-ups have been made with the panel beater and Hyundai regarding the outstanding parts; • Explain why I was not proactively informed of the delays; • Provide a realistic timeframe for when my vehicle is expected to be completed; and • Explain what assistance or alternative mobility solution Budget can provide while I remain without my vehicle.

I took out insurance so that I would have support when something went wrong. Unfortunately, I currently feel that I have been left to manage the situation myself.

I am not asking Budget to manufacture parts or control circumstances outside of its control. I am asking Budget to do what I reasonably expect from my insurer: communicate, follow up, take ownership of the claim and actively assist in getting the matter resolved.

I hope Budget will take this complaint seriously and provide a meaningful response and resolution.