Delayed Accident Claim Processing

I am very disappointed regarding the handling of my accident claim, which I submitted on December 30, 2024. The claim was submitted along with all necessary documentation, including the police case number. On January 6, 2025, I took my vehicle for assessment as instructed. On January 11, I received an email from Ruksaar Soobramoney requesting additional documents, including accident scene photos, a copy of the incident report, my driver’s license, ID copy, and a signed consent form from the incident driver. These documents were promptly sent on the same day.

However, I did not receive any acknowledgment of receipt. I followed up with a call, but I was informed that Ruksaar was on another call and would get back to me—this did not happen. On January 16, after waiting a week without confirmation, I sent an email requesting acknowledgment of receipt. Only then did I receive a response confirming that the documents had been received. Despite my repeated follow-ups via phone calls, I was continuously told that the claim was being validated and that I would receive an update by the end of the day—yet no such update was ever provided. On January 28, after experiencing continued delays, I sent a formal complaint. That same day, Ruksaar requested the third party's contact details and the driver's permit—information that had already been provided when the claim was initially lodged. This raises serious concerns about the efficiency and thoroughness of the validation process. It appears as though the validation only truly began on the day I lodged my complaint. What exactly was being validated if you did not have the third party's details and had not requested the police report, despite being provided with both case numbers?

I am extremely frustrated with the lack of communication, delayed responses, and poor handling of my claim. I expect urgent clarification on the status of my claim and a commitment to resolving this matter without further delays. It is unacceptable that, after 32 days, the claim is still under validation.