Endless claim process

I took out a warranty policy for my Mercedes in November last year, and all my payments are up to date. On 28 May, my repair center in Kyalami lodged a claim after engine issues were diagnosed. The claim was assigned to Herbert, who contacted me a few days later requesting documents. These were submitted on 11 June.

Since then, communication has been almost non-existent. I followed up several times but got no response, only to later learn Herbert was on leave for a week — yet no handover or alternative contact was provided. I was told to resend documents to the general claims email, which I did, but still no one followed up unless I phoned in myself.

Every time I call, I'm told there are documents missing — even though I’ve submitted everything requested. It's a constant cycle with no clear direction, and no one takes ownership of my case. It’s now been over three weeks, my car is still at the repair center, and I’ve been left without transport and without updates.

Today I learned — again, only because I called that the initial assessment date was cancelled and rescheduled to the 25th from Nosipho Dlamini . No one communicated this to me. This entire experience has been extremely frustrating and exhausting. It feels like my claim is not being treated with any urgency or care.

I’m requesting that this case be prioritized immediately and handled properly. I’ve done my part — now I expect proper service and communication from your side. This has gone on far too long.