Poor Claims Handling and DelayS

I am very disappointed with how my motor claim has been handled by Budget Insurance.

The claim was submitted in early April after a minor incident, and all requested information was provided promptly. Despite this, the claim has now been ongoing for over a month without resolution.

An initial assessment was done based on photos, which significantly underestimated the damage. A physical inspection was later carried out, confirming that the repairs would cost substantially more. However, this was dismissed without a clear explanation, and further assessments were promised but not followed through within the stated timeframes.

Due to the ongoing delays and lack of communication, we have now been forced to proceed with repairs independently.

Key concerns include: • Delays in processing a straightforward claim • Poor communication and missed deadlines • Dismissing a physical assessment without clear justification • Lack of accountability throughout the process

The matter has now been escalated to the National Financial Ombud Scheme South Africa.

This experience has been extremely frustrating and has caused unnecessary inconvenience.