Poor service

Good Day ***

I would like to relay my frustration with regards to no feedback received. I logged my claim on 06/09/2021 for the vehicle accident that took place on 05/09/2021. After numerous calls by myself to Budget the vehicle was finally towed on 08/09/2021. After numerous phone calls made by me to budget (as nobody called me with regards to feedback or progress) I was finally called back by Hajra Ismael on 14/09/2021 to advise the claim has been approved. She further advise that the assessment would be sent to the panelbeaters and thereafter the panelbeaters will be providing me with updates to the progress of the repairs. On 18/09/2021 I called Budget insurance again to follow up as to whether the vehicle has been taken to the panelbeaters, but they advised that there is nothing on the system. I sent an email to Hajra on the same day to express my frustration and disappointment as to the lack of feedback from Budget and the whereabouts of my vehicle. I then phoned the panelbeaters on 20/09/2021 to enquire if the vehicle has been delivered as Budget has not been providing feedback. They advised that on 17/09/2021 an instruction was sent by Budget to the towing company to bring the vehicle to the panel shop but the vehicle was still not there. On 21/09/2021 I then called Budget again to find out the whereabouts of the vehicle and spoke to Lee who asked if I spoke to the panelbeaters. I advised him what the panelbeaters told me and he asked me to hold while he checks on the system. After holding on for 15 minutes I released the call as my time and money has been exhausted due to Budget insurance lack of service. Nobody called me back after that call. I then later called Budget insurance complaints number to lay a complaint and the lady I spoke to said she would definitely get back to me. Guess what nobody has still gotten back to me with regards to the whereabouts of my vehicle.

My expectations are as follows:

Manager or Head to call me urgently and provide concrete evidence and facts as to the whereabouts of my vehicle.

Relook at the service delivery model as it is definitely not working.

This e-mail is subject to a disclaimer, available at https://www.firstrand.co.za/email-disclaimer/ Good Day

Please take note nobody has still contacted me with regards to the whereabouts of my vehicle.

Regards M Fortuin Hide quoted text

On Wed, 22 Sep 2021, 08:36 Maite Bendlela, <***> wrote: Good day Mr M Fortuin,

Thank you for your email.

Please be advised that we have escalated your query to the relevant department to ensure that you receive the attention you deserve.

Regards

Maite Bendlela

Budget Services

Tel: ***

Please note that I am authorised representative of the insurer, I comply with the Fit and proper requirement relating to honesty, integrity as well as competency.

Please be advised that you have an option to do changes, submit claims & request documents (tax letters, schedule etc) online 24/7 - Our website address : www.budgetinsurance.co.za

Maite Bendlela

Consultant: Services

Tel: *** Ext :14337

Head of Budget <***> Subject: Complaint - claim *** Good day

I would like to relay my frustration with regards to no feedback received. I logged my claim on 06/09/2021 for the vehicle accident that took place on 05/09/2021. After numerous calls by myself to Budget the vehicle was finally towed on 08/09/2021. After numerous phone calls made by me to budget (as nobody called me with regards to feedback or progress) I was finally called back by Hajra Ismael on 14/09/2021 to advise the claim has been approved. She further advise that the assessment would be sent to the panelbeaters and thereafter the panelbeaters will be providing me with updates to the progress of the repairs. On 18/09/2021 I called Budget insurance again to follow up as to whether the vehicle has been taken to the panelbeaters, but they advised that there is nothing on the system. I sent an email to Hajra on the same day to express my frustration and disappointment as to the lack of feedback from Budget and the whereabouts of my vehicle. I then phoned the panelbeaters on 20/09/2021 to enquire if the vehicle has been delivered as Budget has not been providing feedback. They advised that on 17/09/2021 an instruction was sent by Budget to the towing company to bring the vehicle to the panel shop but the vehicle was still not there. On 21/09/2021 I then called Budget again to find out the whereabouts of the vehicle and spoke to Lee who asked if I spoke to the panelbeaters. I advised him what the panelbeaters told me and he asked me to hold while he checks on the system. After holding on for 15 minutes I released the call as my time and money has been exhausted due to Budget insurance lack of service. Nobody called me back after that call. I then later called Budget insurance complaints number to lay a complaint and the lady I spoke to said she would definitely get back to me. Guess what nobody has still gotten back to me with regards to the whereabouts of my vehicle. I also send a callback request yesterday and nobody called.

My expectations are as follows:

Manager or Head to call me urgently and provide concrete evidence and facts as to the whereabouts of my vehicle.

Relook at the service delivery model as it is definitely not working.

I sent the above complaint to *** and thereafter received and email at 08:36 from *** who wrote: Good day Mr M Fortuin,

Thank you for your email.

Please be advised that we have escalated your query to the relevant department to ensure that you receive the attention you deserve.

I have not yet received further feedback or a call as to where my vehicle is.

Regards

M Fortuin