Pathetic Service.. Huge Disappointment!

On the 9th Jan, I was involved in an accident.

1. The towing service is pathetic - I had to call several times to follow up where they are as they took more than 1hour 30mins to get on scene. Reason why it took long because the initial driver called to tow was drunk and couldn't come so he had to find another driver. Unreliable 3rd parties.

2. On Monday 10th January, I called to lodge the claim. I would get through, half way through my story I would get cut off. This happened about 3 times (no-one returned my call) I called the 4th time and finally got through everything, this took about 20mins. The lady advised an accessor will contact me within the next 24 - 48hrs (Budget's promised to me as their client).

3. On the 11th January, they called my husband (who is not currently in SA, who was not part of the accident - this was mentioned to them on the call on the 10th Jan) for more information. He sent them my number (even though they have this information) as he cannot give information on an accident he was not part of.

4 Same day, I received a sms with a msg to send an email with all details (which I ALREADY gave on Monday, 10th Jan when I called - part of their pitch before they start the claim they say; we will require no paperwork as we will take all information via call and I must confirm its true and correct) so why am I sending an email, with ALL the information I have already given?! You can't even honor your own internal policies, a big joke for a such a big corporate. PATHETIC!!

5. I hear absolutely nothing since the day of sending the email, 11th Jan.

6. On the 13th Jan, I called to follow up what's going on.. I get to speak to the lady I sent the email too. She is uncompassionate and umempathetic, a bad reflection on any service company. My email I sent, went to her spam box, goes to show she doesn't check her spam box, If i didn't call to follow up she wouldn't have checked and asked their IT to release the mail. I asked her a couple of straightforward questions she couldn't really answer.

Q1. Why am I going through the same process I did on 10th Jan when I already gave ALL the information? A: It wasn't captured / she can't see anything on the system. Q2. Why call someone (my husband) that was not in SA and obviously not part of the accident and ask him for information about the accident? (Make that make sense) A: Due to the POPI Act they can only speak to him to give him updates. Note: But they didn't give him an update when they called him on the 11th Jan, they asked for information on the accident.

Q3. So since the 10th Jan when I called to lodge the claim, nothing has been done to this claim? A: no real answer (she couldn't say much) but insisted it has now been processed, 13th Jan. And it will take 4-5 days for an accessor to get incontact.

My ask; So what happened to the 24 - 48hrs? Is that just another lie. • I pay the policy • Husband is the policy holder • Car is in my Husbands name • I'm the regular driver

Budget, please look at your strategy because IT'S NOT WORKING!!! Internally the running of your basics has lots of cracks! If you are an insurer your value stand should be compassion, sympathy, empathy, transparent communication, excellent service, client first.

Get your act together!!! FYI: A theft, an accident is a TRAUMATIC event!!

Stop making promises you cannot uphold. Stop trying to do more than you can actually deliver. And STOP with the robotic responses to those that you under service, it makes the situation worse for you. It should be your responsibility to get into contact with me and not the other way around!