Urgent Complaint Against Budget Insurance – Unresolved Excess Dispute

Dear HelloPeter Team,

I am reaching out to formally lodge a complaint against Budget Insurance due to their lack of urgency, poor communication, and failure to resolve my ongoing excess dispute. Despite multiple follow-ups over the past six weeks, my issue remains unresolved, and the service I have received has been both frustrating and unacceptable.

I lodged my claim six weeks ago, and despite numerous attempts to get an update, the matter has been ignored. Today, when I called to check on the progress, I was informed by Buhle from Budget Insurance that no follow-up had been done and that I should allow an additional 24 hours. This response is completely unacceptable—six weeks is more than enough time to investigate and resolve a dispute of this nature. The lack of urgency and accountability from Budget Insurance has been appalling.

The main issue stems from an additional R4,000 excess that I was never informed about when I signed up for my policy. I switched to Budget Insurance to reduce my premiums while maintaining an affordable excess. At no point was this additional excess disclosed to me, and I would never have agreed to such an amount had it been properly communicated. This misrepresentation contradicts the principles of transparency and fairness, leaving me feeling deceived as a policyholder.

Adding to the frustration, the panel beater repairing my vehicle has been calling me repeatedly since Friday, demanding that I collect my car. However, I am unable to do so because Budget Insurance refuses to resolve this dispute. This delay has now caused unnecessary financial and logistical stress, and I am being unfairly penalized for their inefficiencies.

This entire experience has drastically changed my perception of Budget Insurance. Instead of the seamless and customer-centric service that was promised, I have been met with delays, miscommunication, and a complete lack of accountability. If this is how they handle disputes, it raises serious concerns about their commitment to their customers.

I am demanding an urgent resolution to this matter. If I do not receive written confirmation of a resolution by 12:00 noon, I will escalate this complaint further to the Ombudsman for Short-Term Insurance and other regulatory bodies. I will not accept further delays or dismissive responses.

I trust that HelloPeter will assist in ensuring that Budget Insurance is held accountable for their failure to resolve my dispute.

Sincerely, Ntsako