Ignored Third-Party Claim – Over 3 Weeks with No Progress

I was involved in a vehicle accident on 07 July 2025 with a Europcar rental vehicle driven by one of their clients. I submitted all required documentation for a third-party damage claim (Claim No. 1530***) within a few days including photos, police case number, an affidavit confirming I’m not insured, and three repair quotes.

Despite this, and after multiple follow-ups by email and phone, I have received no proper feedback or progress updates from Europcar’s team. Most of my communication has been with Hanli Strydom, who continues to delay the claim. I was recently told that the claim cannot be processed until the renter returns the vehicle and pays their outstanding account. I fail to understand how the renter’s payment status affects my third-party claim — which is a separate legal matter.

This delay is incredibly frustrating and seems to be a common problem, as I’ve seen other customers report nearly identical experiences involving third-party claims being ignored or delayed. I’ve now been without resolution for over 3 weeks, and the vehicle remains unrepaired.

This kind of poor communication and avoidance of accountability is unacceptable from a company of Europcar’s size.