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lilo P

1 reviews | Active since Oct 2018

12 Jun 2026, 10:37

Failed to pay out 3rd Party Claim

I am extremely disappointed with the way my claim was handled. I was driving in my own lane when traffic came to a stop. While stationary in my lane, the insured driver drove directly into my vehicle, causing the collision.

Despite what I believe to be clear circumstances, my claim was rejected on the basis that their insured driver was found to be in the right and I was deemed to be at fault. This decision was both surprising and frustrating, especially given the facts of the incident.

What concerns me most is the lack of transparency around how this conclusion was reached. I feel that my account of the accident and the evidence provided were not given proper consideration. Throughout the process, I cooperated fully and supp**** all the information requested, yet I was left feeling unheard and unsupported.

As someone seeking a fair and impartial assessment, I expected a more thorough investigation and a clear explanation of the reasoning behind the decision. Unfortunately, my experience has left me with little confidence in the fairness of the claims process.

I would advise others dealing with claims to keep detailed records, gather as much evidence as possible, and request a full explanation of any decisions that affect their claim.

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Replies (8)
Budget Insurance
Budget Insurance's reply12 Jun 2026, 10:47
Official
Good day Lily,

Thank you for your feedback. We’re sorry to hear about your experience and understand your concerns regarding the handling of your claim.

To assist you further and review this matter in detail, could you please provide us with your claim reference number?

We look forward to your response.

Kind regards,
The Budget team
lP
lilo P's update12 Jun 2026, 11:42
Reviewer Update
Good day,

Thank you for your response.

I appreciate your willingness to review the matter further. I will provide my claim reference number directly.

However, I would like to reiterate my concern regarding the outcome of the claim. At the time of the accident, I was driving in my own lane and had come to a stop when the insured driver drove directly into my vehicle. Based on the circumstances, I am struggling to understand how liability was determined in favour of the insured driver.

I would appreciate a detailed review of the evidence considered and a clear explanation of how the final decision was reached.

My claim reference number is: ***3

I must also state that my experience with the handling of this claim has significantly damaged my confidence in Budget Insurance. If this matter is not addressed fairly and transparently, I will be sharing my experience with friends, family, and colleagues and would find it difficult to recommend Budget Insurance to others.

I look forward to your feedback.
lP
lilo P's update12 Jun 2026, 12:40
Reviewer Update
Good day,

Thank you for your response.

The reference number I provided was the claim reference number supp**** to me. I will verify the details and provide the correct reference number as soon as possible.

That being said, my concerns regarding the handling of this matter remain unchanged. I was driving in my own lane and had come to a stop when your insured driver drove directly into my vehicle. Based on these circumstances, I am still struggling to understand how liability was determined in favour of your insured driver.

Once I provide the correct reference number, I would appreciate a thorough review of the claim and a detailed explanation of the findings and evidence re**** upon in reaching the decision.

I look forward to your assistance and trust that this matter will be reviewed fairly.

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Budget Insurance
Budget Insurance's reply12 Jun 2026, 13:00
Official
The above is noted with thanks Lilo,

We will definitely get the team to review the matter and address all the abovementioned concerns as well.

We will wait for the reference number and as soon as it is received we will get the claims team to look into the matter.

Kind regards,
The Budget team
lP
lilo P's update12 Jun 2026, 13:05
Reviewer Update
Good day,

Thank you for your response and for confirming that the matter will be reviewed.

I appreciate your willingness to have the claims team investigate my concerns and provide clarity on the decision that was made. I will obtain the correct reference number and forward it to you as soon as possible.

In the meantime, I have copied below the email that was sent to me regarding the outcome of the claim, which may assist your team in locating the relevant file and understanding the basis of my concerns.

I trust that the review will be conducted thoroughly and that all the available evidence, including the circumstances surrounding the collision, will be carefully considered. I look forward to receiving a detailed explanation of the findings once the review has been completed. The person assisting me was Sebenzile Masindane.

Thank you for your assistance.

Dear We attach a very important letter regarding your claim number 01 from policy ***. Please contact us if you require any additional information. The Uninsured Liability Team *** ***
Budget Insurance
Budget Insurance's reply12 Jun 2026, 13:17
Official
Good day Lilo,

Thank you for providing us with the policy number.

We will now escalate your complaint to the relevant team to assist you.

Kind regards, 
The Budget team
Budget Insurance
Budget Insurance's reply12 Jun 2026, 13:27
Official
Thanks for the above information Lilo,

We were able to locate the claim with the last message you sent us with the policy number.

We have sent this to a claims manager to review and assist us.

Thank you once again for raising your concerns.

Kind regards,
The Budget team
lP
lilo P's update18 Jun 2026, 09:34
Reviewer Update
Good day,

I am following up regarding the investigation and review of my claim.

I was advised that I would receive an update by close of business yesterday; however, I have not yet received any communication regarding the outcome or progress of the investigation.

I am disappointed that the agreed turnaround time was not met and that I have had to follow up once again for feedback. I would appreciate an update on the status of the review and an indication of when I can expect a response.

Given the delays and my ongoing concerns regarding the handling of this matter, I will now be taking the case further and referring it to the Ombudsman for independent review. I believe this is the most appropriate course of action to ensure that all aspects of the claim and liability assessment are considered fairly and impartially.

I trust that you will provide me with the outstanding update as soon as possible and any information required for the escalation process.

Kind regards,