Item: Budget Insurance
Rating: 1
Author: Zukiswa P

Budget Insurance's replyOfficial

26 May 2026, 10:19

Hi Zukiswa,

We’re truly sorry to hear about your experience and completely understand your frustration .

Your concerns you’ve raised regarding the courtesy vehicle and repair progress have been noted. Please rest assured that this matter will be escalated to the relevant team to urgently assist.

Kind Regards,

The Budget Team

Budget Insurance's reply26 May 2026, 10:19

Official

Hi Zukiswa,

We’re truly sorry to hear about your experience and completely understand your frustration .

Your concerns you’ve raised regarding the courtesy vehicle and repair progress have been noted. Please rest assured that this matter will be escalated to the relevant team to urgently assist.

Kind Regards,

The Budget Team

ZP

Zukiswa P's updateReviewer Update

03 Jun 2026, 08:37

To date, I have not received a single call or any meaningful feedback regarding my claim. Thabo is never available, and Proline continues to provide the same response each time I follow up. We are now approaching three weeks since the claim was lodged, yet no work has been done on the vehicle.

What makes this even more concerning is that the hired vehicle must be returned by 17 June 2026, while my own vehicle remains unrepaired. The entire process has become extremely frustrating and stressful, as we are constantly forced to chase updates instead of being proactively informed.

I kindly request Budget’s urgent intervention in this matter. It is disappointing that the excess I will be paying is specifically for the repairs, yet there appears to be no progress on the vehicle. This level of service is unacceptable.

I have been a loyal Budget Insurance client since 2020 and never expected to experience such poor service. I would appreciate urgent feedback and a clear timeline on when repairs will commence.

ZP

Zukiswa P's update03 Jun 2026, 08:37

Reviewer Update

To date, I have not received a single call or any meaningful feedback regarding my claim. Thabo is never available, and Proline continues to provide the same response each time I follow up. We are now approaching three weeks since the claim was lodged, yet no work has been done on the vehicle.

What makes this even more concerning is that the hired vehicle must be returned by 17 June 2026, while my own vehicle remains unrepaired. The entire process has become extremely frustrating and stressful, as we are constantly forced to chase updates instead of being proactively informed.

I kindly request Budget’s urgent intervention in this matter. It is disappointing that the excess I will be paying is specifically for the repairs, yet there appears to be no progress on the vehicle. This level of service is unacceptable.

I have been a loyal Budget Insurance client since 2020 and never expected to experience such poor service. I would appreciate urgent feedback and a clear timeline on when repairs will commence.

ZP

Zukiswa P's updateReviewer Update

08 Jun 2026, 15:08

I am becoming increasingly concerned about the delays in the processing of my claim. The matter is taking much longer than expected, and my vehicle has now been stripped pending approval from Budget. I understand that the relevant email was forwarded on Friday, yet there has still been no meaningful update on the progress.

The entire process has become extremely frustrating due to the lack of communication from all parties involved. I am forced to make daily follow-up calls, often speaking to different people and receiving inconsistent information.

My main concern is whether this matter will be resolved within the next seven days, as I am required to return the hired vehicle on 17 June 2026 at 09:40. I have already received a reminder from Eurocars regarding the return date, and time is no longer on my side.

What is particularly concerning is that no one is providing me with clear updates. I have been informed that Budget’s claims manager, Dylan, is unavailable to take my calls, and another ticket has now been raised, which may take a further 24–48 hours to be attended to. Unfortunately, this does not take into account the urgency of my situation and the limited time available before the hire vehicle must be returned.

I would appreciate urgent intervention and a clear update on the status of the approval and repairs, as this delay is causing significant inconvenience.

ZP

Zukiswa P's update08 Jun 2026, 15:08

Reviewer Update

I am becoming increasingly concerned about the delays in the processing of my claim. The matter is taking much longer than expected, and my vehicle has now been stripped pending approval from Budget. I understand that the relevant email was forwarded on Friday, yet there has still been no meaningful update on the progress.

The entire process has become extremely frustrating due to the lack of communication from all parties involved. I am forced to make daily follow-up calls, often speaking to different people and receiving inconsistent information.

My main concern is whether this matter will be resolved within the next seven days, as I am required to return the hired vehicle on 17 June 2026 at 09:40. I have already received a reminder from Eurocars regarding the return date, and time is no longer on my side.

What is particularly concerning is that no one is providing me with clear updates. I have been informed that Budget’s claims manager, Dylan, is unavailable to take my calls, and another ticket has now been raised, which may take a further 24–48 hours to be attended to. Unfortunately, this does not take into account the urgency of my situation and the limited time available before the hire vehicle must be returned.

I would appreciate urgent intervention and a clear update on the status of the approval and repairs, as this delay is causing significant inconvenience.

ZP

Zukiswa P's updateReviewer Update

09 Jun 2026, 19:39

Please see feedback from proline and budget is also in the same email with no response

Good day,

I trust all is well,

I humbly apologise ma’am for the huge inconvenience caused. Did you take car hire upon authorisation or upon the incident? I do see that the vehicle took almost 10 days to get authorised and unfortunately we would have not done any stripping on the vehicle until we received the authorisation.

The expected completion date for my vehicle repairs. – unfortunately I am unable to commit to date as the parts are not yet onsite, we are waiting for an eta on the parts.
Who will be responsible for any additional hire vehicle costs beyond 17 June 2026. Proline unfortunately can not take liability for the additional car hire costs incurred.
What measures will be taken to resolve this matter without causing further inconvenience to me. – once the parts are onsite, I will prioritise the claim and repairs within our workshop.

Kind regards,

Renew-IT Proline Autobody is a 51% black-owned, B-BBEE level 1 accredited business.

Disclaimer
PLEASE NOTE: OUR BANKING DETAILS HAVE NOT AND WILL NOT CHANGE.
SHOULD YOU HAVE ANY CONCERNS PLEASE MAKE DIRECT CONTACT WITH ESTELLE OLIVIER ON *** AND SHE WILL PROVIDE VERIFICATION.

ZP

Zukiswa P's update09 Jun 2026, 19:39

Reviewer Update

Please see feedback from proline and budget is also in the same email with no response

Good day,

I trust all is well,

I humbly apologise ma’am for the huge inconvenience caused. Did you take car hire upon authorisation or upon the incident? I do see that the vehicle took almost 10 days to get authorised and unfortunately we would have not done any stripping on the vehicle until we received the authorisation.

The expected completion date for my vehicle repairs. – unfortunately I am unable to commit to date as the parts are not yet onsite, we are waiting for an eta on the parts.
Who will be responsible for any additional hire vehicle costs beyond 17 June 2026. Proline unfortunately can not take liability for the additional car hire costs incurred.
What measures will be taken to resolve this matter without causing further inconvenience to me. – once the parts are onsite, I will prioritise the claim and repairs within our workshop.

Kind regards,

Renew-IT Proline Autobody is a 51% black-owned, B-BBEE level 1 accredited business.

Disclaimer
PLEASE NOTE: OUR BANKING DETAILS HAVE NOT AND WILL NOT CHANGE.
SHOULD YOU HAVE ANY CONCERNS PLEASE MAKE DIRECT CONTACT WITH ESTELLE OLIVIER ON *** AND SHE WILL PROVIDE VERIFICATION.

Not happy at all