Unacceptable delays, poor communication and no meaningful support

I am extremely disappointed with the service I have received from Budget Insurance and its appointed repairer, Renew-It Rivonia.

My 2025 TATA Tiago has been with Renew-It Rivonia since 17 July 2026. The original repair period has already passed, yet I still do not have my vehicle or a confirmed completion date. I continue paying my monthly insurance premium and vehicle instalment while being left without the car I am paying for.

Renew-It Rivonia repeatedly tells me that parts are on back order with TATA, but I have struggled to obtain meaningful updates or a practical solution. I have repeatedly requested confirmation of the exact outstanding parts, when they were ordered, their expected delivery dates, the steps taken to escalate the delay and whether the parts could be sourced from another dealership, approved supplier, repairer or Renew-It branch.

A Renew-It Rivonia representative committed to calling me every Tuesday and Thursday with progress updates. I received only one proactive call. On other occasions, calls were returned only after I contacted Renew-It first, and eventually the communication stopped altogether.

Recent responses have largely repeated that the parts remain on back order and that Renew-It cannot provide a completion date. I was then advised to escalate the matter directly with TATA, even though Renew-It is the appointed repairer and should be managing its relationship with its supplier. I have now requested TATA’s escalation details and asked to be included in all communication regarding my vehicle.

My experience with Budget Insurance has been equally disappointing. My request for a courtesy vehicle was declined because that benefit was not included in my policy. I understand the policy exclusion; however, this is no longer an ordinary repair period. The original timeline has lapsed, and I asked Budget to consider a goodwill or alternative transport solution because I have been left without my vehicle through no fault of my own.

During a telephone conversation, when I explained that I continue paying premiums and instalments for a vehicle I cannot use, I was told that I am paying for my car to be repaired. I found this response dismissive because it did not address the serious financial and practical impact of the prolonged delay.

I have requested written progress reports, proof relating to the parts order, an independent reassessment, consideration of whether the vehicle should be written off, senior escalation and a clear action plan. Despite numerous calls and emails, I have received apologies and explanations but no confirmed parts-delivery date, repair-completion date or workable alternative.

I feel ignored and passed between Budget Insurance, Renew-It Rivonia and TATA. I am being expected to manage a supplier problem that should be handled by my insurer and its appointed repairer. I expected Budget Insurance to take responsibility for managing my claim and protecting me as a paying client.

I am urgently requesting:

• A complete and transparent update on every outstanding part • Proof of the order dates and current supplier status • Confirmation of efforts to source the parts elsewhere • A realistic repair-completion date • A suitable interim transport or goodwill solution • Senior intervention and proper accountability

This experience has caused me significant inconvenience, frustration and financial strain. My confidence in Budget Insurance and Renew-It Rivonia has been severely damaged. I need decisive action and a workable solution—not another apology or repeated back-order response.