Two weeks to do a physical assessment and provide a second quote(The car has bumper damage, and the airbags were not deployed): Panel beater misinformation, poor communication, poor service, delays, no Urgency, and no accountability.

My claim was approved on 24th December 2025. I was told in the communication received that the panel beaters would contact me, which never happened. I tried calling them on all working days with no success for a couple of days. I contacted Budget Insurance, who also tried calling the panel beaters with no answer, and the matter was escalated. I was later told the panel beaters were closed, which was never communicated upfront. I took a courtesy car on 24th December 2025 for 30 days. I only managed to take my car to the panel beaters on 5th January 2026. I was told their four weeks start from when they receive the car (05/01/2026). Budget then required a physical assessment and a second quote for bumper damage, which took two weeks to finalize. On 19th January 2026, the panel beaters advised they had received the parts, and there was no back order, and that their four weeks now start from today (19/01/2026 instead of the 05/01/2026 that they communicated when I dropped the car off). This means my car will be with them for around six weeks. I am expected to return the courtesy car on 23 January 2026, yet repairs have not started. I asked for an extension of the courtesy car and was told that the panel beaters being closed is not considered a delay. I was promised a call back to discuss the courtesy car issue once the timelines are received from the panel beaters, which was on the 15th of January 2025. I followed up today(***), and I was told nothing was received, while the panel beaters say they did provide feedback.