Poor Service - Insurance Claim

On the 26 of June we were involved in an accident whereby a police officer collided with us due to failure to stop at the stop sign while we had a right of way

Emergency services (SAPS & EMS)arrived at the scene, the SAPS officers took the statements and later on the accident report was issued.

Our car was towed by a towing company not far from the scene and this particular towing company received a call from our insurance requesting them to the towing company of their choice

On the week of the 29th of June we submitted the claim to the insurance, and on the same week the assessment was done to the car which was written off.

Different consultants were in contact with us and we were requested to submit the accident report, car tracking company report of the trip during the accident and all other supporting documentations. Thereafter our case was now escalated to another consultant/department

On the insurance two people were enlisted one as the regular driver and the other as an additional driver, during the time of the accident the additional driver was using the car. During our conversation with a consultant I was in shock when the consultant told us that “The insurance won’t be liable for anything if the car has reached certain mileage (40k) and has been purchased in over a year” I then asked if that was in their contract and the consultant failed to answer and tried to rephrase his statement after I’ve asked that if we knew those were one of their terms we wouldn’t have took the policy with them.

It’s been over a month since we’ve submitted the claim and it has been back-forth with calls without reaching any conclusion simply because they always try to “maybe” find a loophole not to payout the claim. The call will end with “let me go back and listen to the previous recordings since you’ve took the insurance to when you submitted the claim

Even when the premium increased we were NOT notified by email or any form of contact to make us aware of the charges/adjustments done to the insurance

It’s been a nightmare with the insurance claim