Delays in resolving and finalizing the car claim. Unexpected Costs already incurred getting it done.

My car 2017 Nissan Qashqai 1.5 Acenta Techno was involved in an accident on the 26 October 2020. It was written off. Settlement agreement letter was sent with wrong year model details which I queried. Darron Okkers the agent who was assigned to help me with the claim was not helpful. When I followed up, Darren was always not answering the phone until it goes to the available agent Tovho who assisted and saw the problem. A new settlement agreement letter was sent again, and I requested the sale tape recording. A legal disclaimer letter was sent for me to sign and sent back which I did.

I was told about the turnaround time to receive it. Time was against me for returning the courtesy car. I eventually signed the agreement and Darren arranged for collection of original documents of the car which were collected by couriers on Thursday.

I already got a deal of another vehicle to purchase pending the release of payment by the insurance. I called, wrote complain emails to Darren and their Compliance but never received feedback. I had to track the documents and discovered they were received the following day at 12:40 With the assistance of Tovho,He tracked them and loaded in Darren system to finalize the claim. Only on Friday 10 December I received email and SMS that payment is made on my account but it will clear after 72 hours. I felt very much disappointed, the deal of the car couldn't happen due to the delays on payment. The costs incurred on the phone, until I got cut without even been assisted. I just felt as a senior citizen, I was taken for a ride and advantage of hence the treatment. Up to today 13 December 2020, the money not reflected into my account. The kind of service received from Darren Okkers very disappointing, attitudes given by him, disturbing.