Very Poor Customer Service

Totally pathetic Customer service from Hollard!!! I recently had a incident on the 22-10-2019 when I was on my way home from work. A metal object had picked up of the car in front of me and hit my car causing damage. Major damage was to my bumper, left headlight and number plate and bonnet. I reported the incident the same night at verulam police station. Next day I contacted hollard and reported the incident. This was my 1st claim after 4years with hollard and 3 years previously insured with other companies. Hollard took down my details and said an assessor would call me. After a few days a assessors receptionist had contacted me asking for pictures of the main damage so they would do an assessment on my damages. So I forwarded pictures and within a few days I got a call saying that the case has been handed to the panel bearers and that they would call me. The next day East coast panel beaters called. They offered me immediate pick up or wait till main damage parts arrive then they will pick up. So I opted for wait till parts arrive. On the day of collection by panel beaters I notified the panel beater that after the heavy rains I noticed a chip on the roof that looked like rust. So they said immediately that they dont cover rust on my claim so I took it up with hollard. And requested for the assessor to go and view the vehicle at the panel beaters as he had not seen the vehicle personally from the time of the assessment. He only assesses via pictures. The hollard agent sent an email to the assessor asking him to contact me also go view the car at the panel beaters. The next day there was no feedback from hollard or the assessor so I contacted the panel beaters after lunch. They said no one had come to see the vehicle and that they still waiting for the assessor. Monday I called the assessor Warren and asked why he did not go to view my vehicle. He said he received pictures of the rust and he made a assessment with that and approved the quote. The panel beaters also confirmed repairs. They also advised me that my boot lid looked faded and if I wanted them to give it a quote while my car was in the spray boot for an additional charge out of my own pocket. I asked for a quote and they said it will be R1450 cash. So I accepted and got them to continue. So I was reassured it will be sorted out in show room finish as hollard had promised me. On Wednesday this week 20-11-2019 I got a call from the panel saying that the car is in assembly stages and they not sure if it will be ready on thursday or Friday. So I said keep me posted and then I can see when I could go view the car. Thursday before lunch the panel beaters called saying my car is ready for pickup. And i must come view and can sort out the excess of R4000 and the extra charge of R1450 for the boot respray. I advised it was too late to take leave same day as we have to book a day in advance. So i confirmed i will go see the car friday around lunch time. During my break i went on emails were i saw updates of the progress on my car from the panel beaters. 1 picture showed the full front with bonnet painted but the left side windscreen panel which still had paint that was flaking off because of the incident I had with rough particles flying all over the place that caused the paint to come off. I contacted the panel beater immediately and asked if that area was touched up. They advised that they had seen that flaking from day one when the vehicle arrived and because it was not part of the assessors report they wouldn't fix it. I was irritated cause they had not informed me about this earlier so I could've queried it. The panel beater said they will call the assessor and query this. So I waited. At around 4pm I looked at my message and saw the panel beater messaged and said no response from the assessor but I must still take off tomorrow and come collect the car cause if not they will be forced to charge me storage fees for the vehicle. Now I got really ****ed off and called the panel beater asking why they pressuring me to pick the vehicle up and threatening to charge me storage. I was very very upset cause if the panel beater had notified me about this from day 1 it would have been resolved. I immediately contacted hollard and complained about the way the panel beaters where threatening about charging storage and stuff. The operator was unable to attend to me saying the department that handles the query was closed. She sent email requesting for someone to call me first thing in the morning. I waited till 9am then called. They said they will contact the assessor and have him go view the vehicle at the panel beaters. At 11am the panel beater messaged saying the assessor view the flaking and he was not gonna cover it. So I immediately called the assessor and asked the reason why. He said looking at the windscreen side that were flaking couldn't have been cause of the incident I had. I explained that at the time of the incident there were pieces that were flying all over the place and that's how the paint came off. He still ignored my reasoning. I even went on further to say that my car was purchased from a dealership and every service they do a rust and corrosion warranty check cause of warranty purposes and that he should call them and find out if it was there previously. He refused that too. He said that the incident particles that hit the paint and caused it to flake dont matter. What matters is that the car looks like it was touched up with the prima not looking original factory. He went on to say that if I still persisted he would get someone to go to the panel beaters and investigate if the under prima was infact the original prima from agents or I got it touched up privately by someone else. Also if it wasn't the original prima I would have to pay for the as*****t report for the prima check and cover my own damages to the window side panels. He even cut the call on me so abruptly while I was talking to him. I called back twice then he answered again saying he didnt do it purposely and it was reception. But I know from the way he was talking he did it purposely. I immediately contacted hollard and complained again about the Assessor Warren's behavior towards me and what he said also how he was trying to blame me and say I was lying to him. The hollard operator didnt seem to helpful saying Warren is the highest assessor and there was no one else higher to complain to. She ask me to just relax and she will call and speak to him and ask him what is going on. I am still waiting till now for feedback. This kind of service from Hollard is totally poor. It seems like the 4 years claim free with them doesn't matter much and they can just treat you any how since now you in need of their help with repairs and stuff. The thing about car insurance is that you look at having peace of mind knowing in times of and accident or incident they will be there to assist with full cooperation. But instead with hollard you get shot in the foot with them looking for any excuse not to pay for items of your claim. I am currently looking for another reputable insurance company and going to cancel hollard soon. For all those that's looking to sign up with hollard please do your research also think twice cause this is my personal experience with them and i dont wish for anyone to go through the same issues as me.

Claim no: *** Vehicle: 2014 Hyundai I20