FORD MOTOR COMPANY (SA) -INSURANCE refuses to pay my 3rd party claim for no reason

FORD MOTOR COMPANY (SA) INSURANCE refuses to pay my 3rd party claim with no reason-RE: Your Ref Mr Knight/S2809

Brief: Dawid, the gentleman who bumped me, has never objected to assist us with regards to this claim and accepted responsibility from the beginning. But his insurance on the other hand, even though they never objected to paying in writing, they have been since dragging their feet to do so. The accident occurred on the 12th January 2020. To date they haven't made the payment and are no-longer responding to my emails nor calls.

The first Release letter(Detailing the quote which FORD MOTOR COMPANY approved on my claim, as i submitted three per their request) is dated the 17th January 2020, which I received and returned to their attorney Julian on the 3rd of February 2020. Later that day, Julian notified me that he made a mistake on the release letter ( the amount was R67 762.14 per quote but the release letter was 36 cents more). Rectified release letter was received 04.02.2020 and i signed and returned same day.

After returning the documents to Julian 04.02.2020, I notified the selected panel beater that the claim was approved ad that I have just signed the released letter. They informed me same day that their process requires that the insurance pays directly to their account and not mine. I notified Julian immediately and he requested a banking details confirmation letter that replaces my banking details with the panel beaters banking details just as they requested mine. I also attached the proof of panel beaters banking details. I asked that they inform me if the payment had already been processed so that we can make alternative arrangements. Julian confirmed that the payment was not processed at that time and that they have received the panel beaters banking details. At that point Dawid sent me alternative contacts of Moira- Administrator @ford.com because I struggled to get responses from Julian at times. I then forwarded all the documents to her on this date. Julian confirmed receipt of them 05.02.2020. He also notified me that payment was in progress on the 06.02.2020.

Julian notified me that the next step required me to send the same documents that we have completed to 5 emails that I will be sent to me. On the 10th I sent all the 5 emails individually to the email addresses outlined for me. This was explained as a control measure for ***** prevention. I was told I was not supposed to send the emails individually, but all at the same time, which I did the same day of the 13th. I received no feedback until I inquired with Julian via WhatsApp messages and emails. He notified me he was still awaiting feedback. On the 18th he adviced me to check progress directly with 5 individuals I have mailed before. I sent an email to them on the 18th but I didn't receive any response to date. I have since been inquiring with Julian and Moira for progress. I am no longer receiving any responses and the contact landline that I was given for Moira is not picked up whenever I call.

After a lot of emails and Whatsapp messages, On the 21st, Julian confirmed via WhatsApp massage that all was in order and that the payment had been made. He also notified me that he is awaiting the EFT proof. I received no proof since then and when i checked with the panel beaters if they received the payment but they confirmed that they had not received any payment. I have not received any communication since then and have been checking with the panel beaters who have confirmed that they haven't received any payment for my repairs.

I stand frustrated a month after not knowing what Is happening, no reasons for holding payment has been communicated to me. In fact its just quite. That how i am being treated by FORD MOTOR COMPANY INSURANCE when a paying customer of theirs, who has a valid claim submitted all they need to process my claim. I, as the 3rd party involved in an accident where their insured wronged me and accepted to take responsibility, who has followed all their procedures as well as submitting all required documents. The question i have is, what warrants them to hold a valid claim with even the paying insured also in the dark?