Complaint

Hello Dial direct I am lodging a complaint and dissatisfaction regarding my car’s repairs. The accident took place on the 9th of May 2023 and the car was moved on the same day to the panel beaters, it was inspected and approved for repairs on the 24th of May with QUALITY PANELBEATERS (Barbeton). I have since then been waiting for the car to be fixed and I am not getting any communication from the panel beaters except for SMSs that are sent once in a while and keep on stating that the car is in the reassembling stage. Ever since the accident I have been using my own airtime to call the panel beaters for detailed updates almost every week and they have not been giving a detailed feedback. The panel beater is 100km from where I stay and already I had to drive and go check on the car because the communication is poor. On the 20th of June I called and was told that they are awaiting parts and almost 2months went by (I would like to know what else was being done on the car while awaiting parts, at some point I was told that wrong parts were delivered. On the 1st of September I reached out and they are still waiting for some parts(Auxi****y radiator they say). I am very frustrated and disappointed as a client that has entrusted dial direct. I am hardly coping at work, I have been renting out another car while paying for the car not in my possession, paying for it’s insurance, having to drive 100km to the panel beaters for checkup, and having to call the panel beaters for updates and having empty promises made by the panel beaters. This car repairs has been costing me a lot on the side. At this point I have even lost faith in my car being well repaired, I am so stressed out. I want to know the role that Dial direct has played after settlement, who has been monitoring progress on the car?, what is the turnaround time on repairs?, as I am going through a mental break down since dial direct has also never reached out to me as a client. Why is there no communication? Is this the reflection of your promises to a paying and trusting client? This is bad service. I took this insurance so that i get a peace of mind because that is what I was promised by Dial direct and I am getting the total opposite. Dial direct is the worse decision I have taken to be insured with. I demand for someone to go to the panel beaters to check up on the progress from inception until now, I need compensation (Excess waiver atleast) for all the delays and expenses, I need the car to go to Mercedes for diagnostics/quality check after repairs and I need the car to be smoothly accounted for should it have any faults after repairs. If this matter is not resolved as soon as possible, then I will have to escalate it to ombudsman.