Unacceptable repair time and ZERO feedback

<p>My dad, who is noted as a regular driver on my policy, was involved in an accident on the 21/11/2016. The vehicle was towed on the same day. My issues were as follows:</p> <p>-Having contacted the emergency number, I would assume that the information should be fed through to the claims registration department. If we did not contact, ourselves, the claim would not have been registered. This was the first source of inefficiency.</p> <p>-Next, we needed to arrange car hire, this was mentioned when registering the claim and we were advised that we would be contacted the same day and the car would be available that day. No surprise here, nobody contacted us. The agent didn’t even contact us before the close of business to see if we had everything sorted out, or the next morning. </p> <p>-The next day, we again had to follow up to see what had happened to the car (I wonder if Hollard can make outgoing calls) and got it sorted out. </p> <p>-After not hearing from anyone in over a week, we decided to follow up on what was happening with the claim. To our surprise the claim was not authorised as yet. After calling numerous times, the claims was only authorised on the 30/11/2016. This was 9 days after the claim notification, bearing in mind that it would have been 8 days into the car hire.</p> <p>-We were then contacted by Dawood from the Hollard appointed panel beater on the 05/12/2016 to inform us that they have received the car and will now be working on this. 14 days after the initial notification.</p> <p> </p> <p>We are not in the situation where, the car will not be repaired before the new year, due to delays in authorising the claim on Hollard’s side, a Hollard appointed panel beater who will be closed until next year and 0 feedback from Hollard. The car hire expires next Tuesday and we are without a vehicle until probably the second week in January 2017.</p> <p> </p> <p>We spoke to Nel, the team leader, who is adamant that the panel beater closing is beyond control and there were no delays. I beg to differ.</p> <p> </p> <p>-8 days to have a claim authorised after receiving all the relevant information is ridiculous, especially if your client is the one who has to call in to remind your staff to do their job.</p> <p>-Another 5 days for the panel beater to receive the vehicle after authorisation is also terrible.</p> <p>-Sending the repair to a panel beater who still needs to order parts and is closing mid-december is something which you as the insurer should have foreseen and chosen another one of your service providers to do the job.</p> <p>-Unhelpful staff who do not know the meaning of communication need to be fired. It is ridiculous the number of times that we have had to follow up on this claim when feedback was promised.</p> <p> </p> <p>If the average time that it takes for you to get an accident repair back to a customer is more than 28 days, then why is this option offered to the client? Why are they not told that you use *********** staff who prolong the length of a claim unnecessarily to surpass 28 days? I would have then chosen a longer car hire period. </p> <p> </p> <p>In this case the delay is definitely not sitting with me as a policyholder and needs to be address by your systems, processes and service providers. I would like to have my car back before the end of the car hire period or you extend the car hire period or you ensure that your service provider provides us with a courtesy car.</p> <p> </p> <p>The saddest part of this experience is that this is not the first time I have had this experience with Hollard. The last claim that I had took almost 8 weeks to conclude.</p> <p> </p> <p>Not impressed.</p> <p> </p>