Frustrating Experience with Prolonged Claim Processing and Poor Communication

I am writing to express my profound dissatisfaction with the handling of my vehicle claim and the service I have received from Kingprice and its associated vendors.

On July 26, 2024, I was involved in a minor accident that caused my car to bump against the pavement on the right side. I promptly contacted your insurance department and was advised to park my car in a safe location. Though the car was still drivable, The limit speed was to 40-50 km/h and proceeded to the nearest garage.

The vehicle was subsequently towed by your designated vendor to Flora Clinic on the same day. Unfortunately, it took over a week for a diagnosis to be provided, during which I received no updates despite numerous follow-up calls to King Price. My initial complaint to the complaints department yielded no response, but on August 8, 2024, I received a prompt reply from Chane Barraball, who authorized my claim and provided contact details. However, it was unclear if I should liaise directly with King Price Contact or continue through the call centre.

On August 15, 2024, I submitted another complaint, highlighting my frustration with the lack of communication and the inconvenience of having to manage updates myself. I requested that Flora Clinic be informed that I would collect my vehicle by 16:30 that day and insisted on ensuring the vehicle's readiness.

The assessor, Andzani, later apologized, explaining that the repairer is responsible for client updates. Corlia from Flora Auto informed me that while the car was nearing completion, a new water leak was discovered during a test drive. This leak was in an area previously repaired with glue, which is considered unprofessional and unsafe.

On August 15, 2024, Flora Clinic called to explain that although initial repairs were successful, a new issue with water flow had been identified. I am deeply concerned that the diagnosis and repair process is taking an excessively long time and that the situation appears to be escalating. My patience is wearing thin, and I am frustrated that these updates only come after repeated inquiries.

The assessor mentioned that the water leak issue was complex and required thorough testing to avoid further damage. I requested the diagnostic report, and the assessor stated that Flora Clinic should provide it. An apology from Flora Clinic on August 16, 2024, cited an incorrect email address for communication. They also revealed that an additional water leak had been found, attributed to a poor previous repair attempt. Was asked if I knew anything about which I advised that I have driving the car for over a year. What I know is I have never experienced issues and the car had been serviced.

Throughout this process, I have been presented with conflicting options, including the potential write-off of my vehicle or purchasing it from Flora Clinic. The assessor imp**** that King Price may not cover the full repair costs. I have raised multiple complaints, but only after providing a screenshot of the complaint policy to the complaints department did I receive an acknowledgment. Subsequent communication with the Council department has indicated that they are working to resolve the issue.

As of September 10, 2024, I was informed that my vehicle has been classified as a write-off. I have consistently stated that I do not wish for my vehicle to be written off or for any compensation to purchase it from the vendor. The car was drivable when it was taken in, and it has now been with your service providers for nearly two months. All I request is the return of my vehicle in a drivable condition.

I am extremely disappointed with the service provided by King Price. It appears that there may be a troubling arrangement between the vendor, assessor, and King Price, which I find unacceptable. I urge you to address this matter urgently and ensure that my vehicle is returned to me without further delay.