Appalling Claim Service Providers

On the 20th of December 2017, I was involved in a motor vehicle accident. I followed my insurance company’s procedure of contacting the emergency call center and reported the incident as soon as it happened. After speaking to a consultant, I was advised that she would arrange the towing for me. She then proceeded to advise me that a case was lodged already and that JL towing was already on scene. She then asked to speak to the driver from JL Towing which she then confirmed all his details telephonically. We spoke to the consultant again once she had completed speaking to the towing company and again asked if we could infact release the vehicle to the driver that she had just spoken to which she confirmed.

It has now been brought to my attention that the towing company posed as JL Towing and is infact another company all together. My vehicle is basically ****** and kept ********ly with the wrong towing company and despite everything being known to the insurance company, nothing is being done!! After opening a police case, multiple phone calls and emails an attorney has now been allocated. It is absolutely appalling that such pathetic and slow service is being provided.

As stated before, there should have been measures in place to verify the towing companies details telephonically to avoid issues like these or is it expected that a client now needs to perform security checks to ensure that the companies are who they say they are after speaking to your trained staff members? In stressful situations where accidents occur you rely on your insurance companies expertise and just want to get the whole ordeal over with and this has not been the case. I have asked to be assisted with a courtesy car but this was declined!

It is now the 21st day and my vehicle has still not been assessed or had anything done to it whilst this dispute continues and as a client I am the one inconvenienced without a vehicle. Iwyze- Old Mutual definitely has lowered their overall standards!