No Delivery

My mother and I reported her cracked windscreen on 13 October 2015. The call centre agent notified my mom that there was an issue with a payment, however my mother provided her with a proof of payment. She later called the insurance again to enquire when the damage to the windscreen can be repaired, however the agent was very rude and unwilling to assist with the claim and accused my mother of not paying, yet there was a proof of payment available to the insurer. My mom has been calling King price since October for her windscreen to be repaired, the call centre agents keep taking her claim number and promise to return her calls, however no one has called back. It is now the 7th of December and there is still no call from King price for the replacement or repair of the windscreen, yet the insurer debts my mother's account without fail.