Extremely Poor Claims Handling and Unfair Rejection by Budget Insurance

On 13 September 2025, my vehicle was ****** while I was attending an appointment at a nearby salon. Despite immediately notifying my tracking company and attempting to log a claim with Budget Insurance, I was informed that I could only do so on the following Monday. From the outset, the handling of my claim by the assigned assessor was extremely disappointing — unprofessional, delayed, and biased.

Although I provided all the required documentation and video evidence promptly, it took an entire week before any meaningful action was taken. When the investigation finally began, I was treated as though I was somehow involved in the theft of my own vehicle. The assessor questioned neighbours and family members who had no direct knowledge of my travel arrangements, rather than relying on the information I provided. This invasive and irrelevant questioning was unnecessary and deeply intrusive.

To make matters worse, my claim was ultimately rejected on the grounds of an “incorrect regular driver,” despite the information provided that the nominated regular driver is indeed the person who uses the vehicle most frequently. When I asked the assessor what evidence he had to reject my claim he stated no evidence besides he's report. The policy also allows any licensed driver over 25 to use the vehicle with permission — which was the case on the day of the theft.

It became evident that the assessor’s findings were based on unreliable interviews rather than objective evidence. Furthermore, I was told that theft claims are often delayed in the hope that the vehicle is recovered — a practice that is both ********* and unacceptable.

The lack of transparency, respect, and fairness displayed throughout this process has been shocking. I have been with Budget for 6 months and my vehicle is also only 6 months - It seems as though Budget had to find every reason not to accept this claim as they did not collect enough premiums from me.

I firmly believe my claim was mishandled and unfairly rejected.

I strongly caution others to be aware of how Budget Insurance handles theft claims and to carefully consider these experiences before choosing them as an insurer.