Endless Struggle

On 24 March 2020 i got involved in a car accident, the emergency team handled me with care and provided a great service. My claim then got assigned to Mosa Phillips, so the problem is because the accident happened on a day before lockdown the car couldn’t be physically assessed by Discovery Insurance, therefore the assessment was done digitally. When i received the repair report i noticed that my tyre that was damaged during the accident and was pointed out at the initial digital assessment, was not part of the repairs . I then raised a query and i was told that the assessor concluded that the tyre was self damaged, when i asked for proof or reasons as to why that conclusion was made without any physical assessment , after numerous follow ups on the query then the story later changed and it was confirmed via email that now the tyre would be included as part of the repairs. The panel beater called me two days ago to say the car was ready for collection. I then made means to get to the panel beater for collection. However when i got to the panel beater the tyre which was queried and confirmed by Mosa(Claims consultant) was not repaired and the panel was not aware of the tyre being part of the repairs, thus means the repair was incomplete . I am now sitting without a car since lockdown started to date. I have expressed the inconvenience this has caused to Mosa and also made her aware that because the selected panel beater is located on area difficult to get to with public transport, i will not be able to make means to get to the place again, but as usual i received no response from her, also the panel beater made contact with her asking for a way forward and still no response. So ever since this claim process started i have had to do alot of follow ups to get a response. My claim has not been handled with care and attention that is deserves cause i always have to run after the claims consultant to get answers. Also when the country moved to level 4 I submitted work permit to Mosa cause i was scheduled to return to work as an essential worker, we are now level 3 and i am still sitting without my car.