Unacceptable delays in vehicle repairs

Dear Discovery,

I am writing to formally express my dissatisfaction with the handling of my vehicle claim.

Our vehicle was ****** in early November 2024 and recovered the same day with significant interior and trim damage. We followed all required procedures, including a detailed assessment with the panel beaters. However, only a portion of the necessary repairs was initially approved. In December, we were informed that additional parts would need to be ordered and that repairs would begin in early 2025 once the panel beaters reopened.

It is now mid-February, and there has been no progress. The additional parts have not been loaded or approved, and we are no closer to having our vehicle repaired. Despite numerous follow-ups, there has been no meaningful escalation or resolution.

This level of service is unacceptable. While our premiums are collected promptly each month, the support and efficiency on your end have been severely lacking. If this matter is not resolved immediately, we will be left with no choice but to take our business elsewhere.

I expect an urgent response with a concrete timeline for the approval and completion of all outstanding repairs. Please escalate this matter to the appropriate department without further delay.