Insurance ****

I am extremely disappointed and disgusted by the way Budget Insurance has handled my claim and allowed their authorised panel beater to treat me.

I paid an excess of R9,200 towards repairs quoted at over R17,000. Importantly, the repair authorisation included the purchase and replacement of the bumper.

However, when I collected my vehicle, I discovered that the bumper had NOT been replaced. Instead, the existing bumper appears to have been patched/repaired, with visible joins/connections.

This raises a very serious question: if Budget Insurance authorised and paid for the purchase and replacement of a bumper, why was my old bumper repaired and returned to me instead? Where is the replacement bumper that was authorised, and what exactly was Budget Insurance invoiced and charged for?

What makes this situation even worse is the treatment I received from the panel beater appointed and authorised by Budget Insurance. I was repeatedly pressured to pay privately for older, pre-existing damage that was NOT part of my insurance claim. I was told that my vehicle could not be repaired properly unless I agreed to this additional private work and was made to fear that I could end up driving a vehicle with different-coloured panels if I refused.

I reported this conduct to Budget Insurance and provided evidence. For approximately two weeks, I have been asking Budget to intervene. All I keep hearing is that the matter has been “escalated”. Nobody takes ownership. Nobody provides a resolution. The assessor does not contact me. Meanwhile, I am still left dealing with the same panel beater I complained about.

How can an insurer appoint and authorise a repairer, authorise the purchase and replacement of a bumper, allow a customer to pay R9,200 out of their own pocket, and then return the vehicle with the old bumper apparently repaired instead?

I want Budget Insurance to provide a clear explanation of:

• What repairs and parts were authorised and paid for. • Why the authorised bumper replacement was not carried out. • Whether Budget Insurance was invoiced for a new bumper. • Who inspected and approved the vehicle before it was released to me. • What action is being taken regarding my complaints about the conduct of their authorised panel beater.

I have paid my excess. I have comp**** with the claims process. I should not have to fight the panel beater AND my own insurance company simply to receive the repairs that were authorised.

Being repeatedly told that my complaint has been “escalated” while nobody contacts me or resolves the matter is unacceptable.

I have been with this Insurer for more than 5 years and the first authorized repair from them subjected me to pain and abuse. I demand my money from Budget please.