Poor Handling of Warranty Claim for Defective Vehicle Repairs

I am disappointed with the way Budget Insurance has handled my warranty claim relating to defective repair work and paintwork on my vehicle.

The vehicle was previously repaired under a Budget Insurance claim, and a lifetime guarantee was issued for the repair and paintwork. The affected areas are now showing clear signs of paint failure, including peeling, bubbling, and deterioration on sections that were previously repaired. This does not reflect acceptable workmanship or a lasting repair.

After I lodged the warranty claim, Budget Insurance sent an assessor to inspect the vehicle. The assessor confirmed that the paintwork requires attention and further confirmed that the additional noise from the rear right wheel and the rear bumper reflector concern were captured in the assessment report.

I was advised that feedback would follow. However, no formal feedback was provided until I followed up myself. I was then given a contact number to call, only to be informed that no final decision had been made. I was further advised that the matter is now with the assessor’s lead and the insurance lead, and that another assessor, specifically a paint specialist, may be sent to conduct a further assessment.

This is unacceptable. Budget Insurance arranged the first assessment, and my sister had to make herself available to attend on my behalf as I am not currently available in person. If a paint specialist was required to make a proper decision, this should have been arranged from the start. The current approach has caused unnecessary delays, duplication, and inconvenience.

I have also previously been reasonable regarding other repair-related concerns. The windscreen was replaced at some point, and the mirror holder was not properly secured afterward. I did not escalate this at the time as I considered it minor, but it has since failed. I also raised an issue with the driver door seal after the vehicle was repaired on the affected side, but I did not pursue it further because the panel beater had already taken too long and I needed the vehicle back.

There is also paint deterioration on the front of the vehicle, which I was advised may be stone chips. However, based on the condition and pattern of the paint failure, this should be properly assessed and not dismissed without proper review.

Budget Insurance must now take ownership of this matter, provide a clear formal response, and confirm the way forward on the paintwork defects, the rear right wheel noise, and the other repair-related concerns raised, including the mirror holder, driver door seal, front paint deterioration, and rear bumper reflector, together with the timelines for rectification.

The continued delays, lack of formal feedback, and repeated assessment process are not acceptable. Budget Insurance must honour the lifetime guarantee issued and ensure that the vehicle is properly rectified without further unnecessary inconvenience.