The one time I needed support, I was ridiculed

I am writing to formally lodge a complaint regarding the appalling emergency assistance I received on 8 May 2026.

I was stranded on a busy road in Port Elizabeth at night due to a pothole accident. I contacted Budget Insurance, and your agent, Sinead, assured me that help had been dispatched. I was told assistance would arrive within 15–20 minutes. Instead:

• The person who arrived came prepared only for a battery charge, despite me clearly stating I had a flat tyre. • They had no tools to assist me, leaving me completely stranded. • I was later told the correct service provider was stuck in traffic, while I remained exposed and unsafe on the roadside. • Ultimately, my child had to come and change the tyre under dangerous conditions, while I tried to protect him from traffic.

This failure of service placed me at serious risk. As a woman alone at night, I made it clear to your agent that I was not safe, yet no effective help was provided. The follow-up call asking if I was “safe” after failing to assist me was deeply insensitive.

I expect:

1. A full explanation of why the wrong assistance was dispatched. 2. Accountability for the failure of your emergency assist service. 3. Assurance that corrective measures will be implemented so no other client experiences this negligence.

I am livid at the disregard for my safety and the complete failure of the service I pay for. Please treat this complaint with urgency.

Regards, Thembi