POOR COMMUNICATION

Dear Budget Insurance Management,

I am submitting this as a formal complaint regarding the handling of my recent claim following my accident on 7 August 2025.

Timeline of Events:

On 7 August 2025, I was involved in an accident. Due to shock, I only informed Budget later in the day. While in a distressed state, I authorized a towing company to remove my vehicle after they confirmed to me that they were covered by Budget Insurance.

On 8 August 2025, I was informed by a Budget agent that this towing company was not part of your network and that only a small portion of their charges would be covered. I was advised that Budget would negotiate on my behalf and revert.

On 11 August 2025, I was told the towing company would require an additional R9,000. I explained that I could not afford this and requested Budget’s assistance, offering to repay the amount. I was promised a call back. This never happened.

Later that day, I spoke to another agent who confirmed the possibility of adding the amount to my excess, pending managerial approval, and assured me that a manager would call back before close of business. This call also never happened.

On 13 August 2025, I called again and received vague and inconsistent information. It was clear that my situation had not been properly understood or actioned.

Current Situation & Risk:

The towing company is charging R750 per day for storage. They have explicitly stated that if payment is not made soon, they will auction my vehicle.

This vehicle is still under finance. An auction would result in severe financial loss and contractual complications.

I am under debt review and cannot obtain financing. Family assistance will only be available at the end of the month, by which time storage fees will be significantly higher.

My Concerns:

1. I have been promised multiple call backs from managers, none of which have happened. This is unacceptable.

2. I was given hopeful advice on 11 August regarding adding the amount to my excess, but there has been zero follow-up or clarity.

3. This lack of action and communication is directly increasing my financial liability each day.

My Urgent Requests:

Immediate confirmation on whether Budget will cover the outstanding R9,000 either by adding it to my excess or another approved method.

If not, a clear and final response on whether writing off the vehicle is an option.

A written update from a manager today — not a call back that never happens.

This is a time-sensitive matter. Every day of inaction adds R750 to my debt and brings me closer to losing my financed vehicle at auction. I am holding Budget Insurance accountable for the repeated failure to follow through on commitments and the ongoing lack of communication. While i know that this is my responsibility however i was under the impression that insurance covers towing. I am also disappointed as i was hopeful for the resolution given but withoit any outcome which is causing so much mental health issues

I expect a senior manager to personally respond in writing today with a resolution or the next actionable step.

*** is my email address

Kind regards,