Months of Delays, Poor Service, and Zero Accountability

I am extremely frustrated and disappointed with the way my claim and vehicle repairs have been handled by Budget Insurance and Industria Panelbeaters Kroonstad.

On 30 September 2025, I was involved in a motor vehicle accident. I immediately contacted my insurer, Budget Insurance, who referred me to Industria Panelbeaters Kroonstad on 1 October 2025. Budget Insurance only authorised repairs on 9 October 2025, which already caused an unnecessary delay.

From there, the situation went from bad to worse. On 3 November, the panel beater reported a faulty part. What followed was a long, drawn-out process with repeated authorisations from Budget Insurance on 13 November, 17 November, and again on 3 December. Despite all these authorisations, nothing meaningful progressed. By 15 December, I was still forced to call and follow up myself, with no clear answers or urgency shown.

The biggest disappointment has been Industria Panelbeaters Kroonstad, specifically the owner, Hendrick. His attitude throughout this process has been unacceptable. There have been three incorrect part orders, which shows a complete lack of attention to detail and professionalism. Communication is poor, accountability is lacking, and the overall approach to fixing my vehicle feels nonchalant and careless, as if my situation simply does not matter.

Being without a car for this long is stressful, inconvenient, and emotionally draining. As a customer, I expected professionalism, efficiency, and basic respect — none of which I received.

I would not recommend Industria Panelbeaters Kroonstad, and I am deeply disappointed in Budget Insurance for allowing this level of service from one of their recommended repairers. This experience has seriously damaged my trust in both companies.