Unhelpful Claims Process, Excess Makes Insurance Effectively Useless

I am extremely disappointed with my recent experience dealing with my insurer Budget Insurance.

I contacted them to report a serious and urgent issue with my vehicle: both headlights and indicators have failed, rendering the car unsafe and legally undriveable. During the call, after clearly explaining that the issue related to my headlights, the consultant asked whether my engine had blown. This question was completely unrelated and showed a concerning lack of understanding of the situation being reported.

The incident occurred during very heavy rain, with multiple sections of road partially flooded. These flooded areas were not clearly visible and were only noticeable once driving through unavoidable puddles under normal driving conditions. This was clearly an environmental event caused by weather conditions, not misuse or negligence.

After further discussion, I was informed that my excess is R32,450. This means that for any repair below this amount, I would have to pay entirely out of pocket. For example, if the repair cost is R10,000, the insurance provides no assistance at all, despite me paying premiums and having had no claims for the past two years.

At present, my vehicle cannot be driven due to non-functional headlights and indicators, yet my insurance offers no practical support in resolving the issue. This defeats the purpose of having insurance in the first place.

I find it unacceptable that a loyal, claim-free customer is left paying for cover that offers no meaningful assistance when it is actually needed. Based on this experience, I will be reassessing my relationship with this insurer and will be looking to switch providers.

I hope this complaint is taken seriously, as this level of service and policy structure is deeply disappointing.