Pathetic Service and Poor Communication

I am extremely disappointed with the service provided by Budget Insurance. Firstly, their virtual assistant does not follow instructions properly. It consistently routes calls to the wrong departments and asks irrelevant questions regarding the enquiry. I had to personally intervene during my mother’s claim because no one was willing to assist. Despite calling multiple times, there was no resolution or support offered. For an insureds son to have to step in indicates a serious lack of customer service and process inefficiency. As someone who works in the insurance industry, I find the service at Budget Insurance to be appalling. On 21 March 2026, my mother’s car was involved in an accident, thankfully, no one was injured, and my sister, who is listed as the regular driver, was unharmed. However, today, 10 April 2026, there has been no assessment report or progress on the claim. I have followed up multiple times, and managers promised to provide updates regarding the delays but failed to do so.

Yesterday, I managed to speak to a third manager, Ryan Kisten, who is not even part of the motor department. He kindly escalated the issue to the relevant department. They assured us they would call my mother by 12:00 to give an update the previous day, but no call was received. Davishin Chetty later contacted my mother, providing an excuse that they are still awaiting feedback on whether the vehicle will be repaired or written off.

What is most concerning is the complete lack of communication. No updates are being provided, promises made by managers are not being honored, and there is no transparency regarding the progress of the claim. Furthermore, Davishin Chetty told my mom I should not follow up on my mother’s claim which is unacceptable. My mother authorized me to follow up on her behalf, as I am acting in her best interests.

The service at Budget Insurance is pathetic and horrible. We are now three weeks into this process with no progress, and if the vehicle had car hire, it would have been exhausted due to these internal delays. Budget Insurance needs to do better. If a consultant goes on leave their claims should be allocated to others to assist in their absence. This claim was left unallocated. They only paid attention when we did follow ups. Had we not followed up it would have been left unattended. Their clients deserve timely updates, clear communication, and competent service.

My mom deserves a formal apology for this ordeal. The most emotionally draining experience for a senior citizen.