Unfair and traumatical Budget insurance claim rejectio and poor service

18 Aug 2021, 17:20

Unfair Budget insurance treatment and decision on claim

This is what I experienced with Budget insurance. During the painful and terrifying wait of 3 months. Throughout my claim process, I have not been treated fairly, transparent and in a timely manner, due to the following reasons: It took 3 months for my claim to be finalized and I did not get a fair outcome, had an accident on the 26th of May 2021 and was only told on xx of July that my claim was denied without being given valid reasons as to why my claim was denied. Denise Naidoo (the assessor) frustrated me throughout the process and invaded my privacy. To me,the assessor appointed was not a neutral person and her intentions just from the beginning was to find something that she could use so that the insurance does not pay out the claim. I say this due to the following reasons: - 1) She came to my place and gave me documents to sign and instructed me not to worry about putting the date. Then after I received a call from my tracker company informing me that Denise requested the trip log starting from the 1st of April 2021 up to the 26th of May 2021,.I didn't even ask her why she did that but I just cooperated, although it was questionable as to what she was looking for as the accident happened on the 26th of May 2021. - 2) She came in town where I live and started asking me to open my phone, I did everything she instructed me to do, she used her phone to take pictures of the information that appeared in my phone and told me that by doing so it was going to speed up the process. I cooperated even though that was invasion of privacy but she manipulated me by indicating this will speed up the process and I did not was to seem like I was being difficult. - 3) After discovering that there was nothing on the trip log (that was obtained from my tracker) that could implicate my case, she then asked for the medical records, got the medical records and found nothing still. During the whole process I felt so unconformable with how things were done I even told her that I feel like I did something wrong and I'm being investigated. - 4) She then started to ask me about the speed the car was traveling and said the speed could be a problem because the insurance won't pay. She then told me that they are now going to involve the speed specialist who will be able to determine the speed that the car was traveling on. I was very puzzled by this because the incident happened a month ago and there were no speed cameras on the road I was travelling in, and she did indicate that the claim payout will depend on those specialist. To me that was just not a fair process because firstly I was not involved with those specialist and secondly they will obviously be bias because the insurance does not want to pay. This was the first time even I hear about such ridiculous process, how can a claim depend on assumptions made by so called "specialist" who were not even involved from the beginning of the process and I never involved in that whole process. For numerous times, I requested for the inputs used by those specialist and the report they gave, and I was not given anything. - 5) Surprisingly, there after, the insurance debits the monthly instalment on the 14th of July,( not on the 15th like they normally do). Then the following day, I use their link for self service and requested a consultant to call me. On the 15th of July at 11:30 the consultant called and told me the specialists are still busy, and advised someone will call me next Wednesday. Then all of the sudden, on the same day (15th of July) at 16: 04 someone else from budget insurance called and told me that the insurance will not pay because the speed specialist said that the speed was 120 km per hour and that it was double the speed limit in that area. This to me was exactly what I expected because I could sense that something ***** was happening and the so called "specialist" will come back and say I was speeding so that the insurance does not pay out. I am therefore not accepting this and I request a thorough investigation on this matter and I also request the reports produced by those specialist and all the inputs used to get to that decision. I was there when the accident occurred and there is nothing I could have done to prevent the accident from occurring. They returned the car at 5pm without informing me.I told the person that they sent that it was dark and the person who was gonna check if the very had no parts that were ****** or that the vehicle had not been tempered with..The person who towed the car said I must call the person who sent them the owner ot the s****yard from..I told him that I was told from the week before that they are bringing the car and for that reason I wanted to check that everything was in place..He then told me that there's nothing to ***** in my car it is f***ed up ..he then said"what must I do,must I sell the car?" I told him to do whatever he want because I've been patient with then for 4 days I was called by the insurance people telling me that they were dispatched and they are on their way..what worried me is that I dnt know why they were keeping the car..what were they doing to it ,he proceeded to say he is going to sell my car for R20..I have never felt so hurt in my entire life.having to deal with the fact that they declined the claim and I have to deal deal with this now..I called the people from the insurance and told them about the horrible servise and insults I receive from the person they do business with. They told me that many people have been complaining about him and his service and that they will draft a letter of complaint.. I jst wonder why they keep doing business with such a rude person..It was the worst experience ever.. They didn't even apologise for the long period they said what they needed to say and left me with scares that that I had during the whole process..And the cause of claim rejection is not even written in the policy book,where they've written all the things which can make them to not indemnify