From ‘Repairable’ to ‘Write-Off’ – Budget Insurance Not Responding

I am extremely disappointed with the service I have received from Budget Insurance regarding my vehicle claim, and after almost three weeks, I am still without clarity or proper assistance.

I was involved in an accident on 25 February 2026. I used the Budget app for towing, which was quick and efficient. My vehicle was taken to Renew-IT in Bedfordview, and I was initially told I would have feedback by 4 March. I actually received feedback earlier, which was appreciated. I was informed that my vehicle was repairable, with a quote of R80,920.24.

I then opted for a cash payout (minus my excess) so I could take my vehicle to a different panel beater, as I could not wait 2–3 months for repairs. The payout was processed within 2–3 working days, and I was informed that Budget would not be responsible for further damages after payout, which I understood and accepted.

However, things took a turn when my chosen panel beater assessed the vehicle and advised that it is in fact a write-off. I was also informed that the value of my Mahindra KUV100 is approximately R110,000, which raises serious concerns as the initial repair quote exceeds what would normally be considered economical to repair.

My panel beater requested the original assessor’s report and photos from Renew-IT. I contacted Budget multiple times requesting these documents, but to date (18 March 2026), I have only received the repair quote — no assessor report or images have been provided.

I was then told by Kavish that I should submit my panel beater’s quote so that an assessor could be sent out again. This raises serious concerns about whether the original assessment was done correctly in the first place.

I submitted the second quote on 16 March. The response I received was that it had been sent to the assessor for review. Since then, I have followed up multiple times (including copying in Julius from Telesure Investment Holdings), but I have received no feedback.

At this point, I feel completely ignored and misled. I am extremely irritated with the constant back and forth, and I will not be taken for a fool.

I am still waiting for:

The original assessor’s report

Photos taken during the initial assessment

A clear explanation of how the vehicle was deemed repairable

Guidance on how this matter will now be resolved

It is unacceptable that I have to chase basic documentation and that there appears to be no accountability for what looks like a flawed initial assessment.

I expect urgent feedback and a proper resolution to this matter! I am a mother who needs a vehicle asap for transportation to my work and for child's needs. I cannot rely on other people to help me with transportation because of this bad service.