The most pathetic, *********** and inappropriate insurance company I've dealt with

I've been involved in an accident and had to do a 3rd party claim with Budget insurance as the accident was not my fault. After a call to establish which towing company could be used, and after being told I have to phone back on monday because it's outside their office hours then the frustrating saga with Budget begins. I called them back the next day and was advised they would call me back before end of business the same Monday, needless to say that holding the line to get to the correct person takes ages. I did get a call however it was from their sales team trying to sell me their ****py insurance, but no feedback on my case. They then refused to pay for the towing and storage even after we had to use a specific towing company “that they work with”, and was told that the assessor would go out to their yard to do the assessment. We then had to get the vehicle back to our house as we were now liable for the costs of the towing and storage. Because they only cover a fraction of the towing cost after the claim is approved, and none of the car storage cost. This was never disclosed during my call. This then cost me a ton of money just to get the car back to my house.

They then asked for a bunch of documentation which I have sent, asked numerous times to confirm receipt of my email only to get absolutely no response. After no response I then followed-up the next day via call as my emails were being ignored just to hear that Christine Ganas whom was dealing with my claim was on leave. She never mentioned to me that she would be going on leave, gave me no alternative email, and has no out of office message. On the call I was then advised to send all the documentations through to Mbali Magazi, I then immediately sent it all on to her again and Mbali Magazi has still not confirmed receiving my mail and all my follow-up mails have been ignored. Christine Ganas is suppose to be handling my case but is nowhere to be found. Also requested my calls to budget on the day of the accident and Makgotso Al**** called me from their legal department to advise they can't find my call, and then told me over the phone to "relax" which is very inappropriate for someone struggling to get an answer as to when my car will be fixed. This is also very upsetting when you have explained to every person that you have dealt with within Budget that it is my only means of transport and that each day cost me extra money to commute to and from work with no ETA on when the assessor will even come out, let alone when my car will finally be fixed.

It seems Budget either has the most *********** staff and most useless customer service on earth, or they will just do whatever they can to make sure they don’t have to deliver the service they are paid for and process your claim.