Hollard had take 22 days to act on my claim, and my car has still not been fixed!

I was involved in a car accident on the night of the 6th of April 2019 where I was bumped by a fast driver. I reported the claim on the 8th of April 2019, because although the policy belongs to my mother, I am the primary driver of the vehicle. I was given the claim number ********** . I had to inquire about the courtesy car because it was not offered, regardless of the fact that I am covered for the service.

The car was delivered by a kind gentle man from Eurocar Pretoria North. He informed me that he believes that the my car should be completed in a week because the accident was not major so he will provide the service for a week and should my car not be returned to me, ie should the insurance not be completed, they, the insurance will contact then to extend the date for another week.

On the afternoon of the 15th of April I recieved a call from a gentleman by the name of Johann Senekal from Hollard, who is the claims validator who inquired about the occorance of the accident then informed me that he would send me a consent form for me to complete. We confirmed my email address then proceeded that he would send it to me and I would complete it as soon as I recieved it.

On the 16th of April I decided to call Eurocar to find out of Hollard had contacted them with regards to the extension for the courtesy car. The gentleman from the car hire informed me that Hollard had not contacted them, and because I still had possession of the car, they would bill me to my name. I called Hollard again to request that because they have not returned my car, they must please extend the service for the courtesy car. I was told that 'they only give extensions for courtesy cars if the delay is their fault'. I explained to the lady who was not aware that I had only used the courtesy car for a week, I suppose it was not showing on their system.

Then again on the 23rd of April I called Hollard again to ensure that they did indeed extend the courtesy car service and to enquire how far the claim was, they simply said it was with validation.

On the 25th of April I recieved a call again from Johann Senekal to inform me that he had not yet received my consent form, I requested that he please resend it to me, which he said to me he would. I called him a little later to inform him that I didnt receive the email, which he said he would resend it again. I decided to check my junkmail, in which I found the email. I printed, completed the email and sent it back to him.

Ive called Hollard insurance again today, 29th of April, to inquire with regards to the claim, because as from tomorrow I will not have a car. I am reminded by the claims administor Amanda, who I had to call twice, even after I had been told that she would call me back, to communicate with her, that they only provide for extention on the courtesy car if it is their fault. After a long argument, he conclusion is that because Johann sent me the email 4 times, the delay us my fault because I only returned it last week, and therefore I must find my owb alternative with regards to my transportation.

My argument is that in 22 days the insurance has done absolutely nothing with regards to the car, that in 22 days, other that the call on the 15th from Johann, and the tow company that took the car, and a call from a lady to tell me where the car was taken, I have had no communication from Hollard with regards to how far the claim is. I can also argue that Johann took two weeks to call to inform me that he did not receive my consent form, when he could have called me the day after the 15th to remind me that I must remember to send the consent form in order for them to proceed with the claim, and we would have discovered then that the claim went to junkmail, which did not happen.

Now I am left to find other means to take my child to school and go to work until they are complete with my car, which only requires repairs on the bumper. I believe that is encompitance on the part of the claims administor to not have once communicated with me to inform me of any part of the claim, and it is bad service on the part of Hollard for them to take 22 days to fix the bumper of the car.

I received more communication from Iwyze insurance, which the the insurance provider of the gentleman who bumped me, they even followed up when the requested a contact number and found that it was out of service, which is what I believe Johann and Amanda should have done, knowing that the claim is being delayed. I am highly very unhappy with their service levels!