Poor Service From King Price Insurance

Dear Sir/Madam,

I have submitted a claim on the 30/05/2018 to king price insurance for my vehicle(Bmw 5 series). The vehicle was damaged due to obstructions on the road. The vehicle sustained damages to the front mag wheels, front bumper, left side sill panel, rear bumper, suspension and undercarriage. I was then told by an agent to take the vehicle to Auto Magic Midrand for an inspection.

I had proceeded to take the vehicle to Auto Magic on the 02/06/2018. The vehicle was inspected by Fani Manuel. Further more, the inspection done in my opinion was inadequate, due to the damages that was sustained during the incident. The mentioned assessor on that particular day was more interested in looking for previous damage to my vehicle than rather taking note of the current damages sustained. The only pre-existing damages on the vehicle as stated on the report was that the front grill and right side sill was scratched. He then proceeded to take photos of the damages of the vehicle which included the front bumper, left sill panel, rear bumper, plastic moulding(complete vehicle undercarriage) and wheel arch covers from the undercarriage(note that this was done from the ground level since the vehicle was not a lift), it was also found that the bonnet has sustained damages as well.

The quote from Auto Magic was submitted to King Price and there after the claim was authorized on the 14/06/2018. On the 14/06/2018 I had received a call from the assessor at King Price confirming the authorization of the claim and the authorization had been given to Auto Magic.

I had then requested the quote that had been sent from Auto Magic to King Price. I received the quote and looked at what the details of the repairs consists of, it was found that the rear bumper was not included and the undercarriage cover(the damages sustained was on the right bottom side of the bumper and the undercarriage cover was damaged). I then called the assessor Fani and asked why was it not included, he then gave me the details of Roche at the head office of Auto Magic to contact to ask why it was not included. I called Roche and she has said it was not included because their assessor(Fani Manuel) has not included the photos of the damages and that is why it was not added to the quote, this shows the incompetence of the assessor at Auto Magic Midrand. Roche has also then stated that all those damages that was not on the quote will be quoted as additional when the vehicle is in for repairs.

I then received a call from Rudia Panel Beaters on the 15/06/2018, stating that now they have received authorization from King Price for the repairs. I proceeded to call King Price to see why this has been changed, the agent could not assist and then the call was out through to Samu Mbhele, she did not take the call but instead just sent me mail stating that Rudia Panel Beaters has been authorized and I should contact her/him if I have any queuries. I proceeded to call her there was no answer then I sent a mail, after few hours I called back numerous times and could not get ahold of her/him. I then called the call center where the agent once again stated she is not available to take my call.

As per my discussion above this is really bad service from King Price and I can never get a straight answer from your agents or assessors. For authorization for this claim to be given to Auto Magic and then to Rudia Panel Beaters suggest to me in my opinion that there is something ********** happening between King Price/Staff and the Panel beaters. Further more even though the service was not great at Auto Magic I was still willing to take my vehicle there for repairs since it is convenient for me because they are in the Midrand area. What I am not willing to do is now take my vehicle to a totally unknown panel beater, and which is really far from my home. Were it is a problem to get to and from the panel beater and to mention that I do not know their quality of work that they will give.

I now request that the vehicle must be repaired at a Panel beater of my choice with all damages to my vehicle be repaired which includes what has been quoted for and for which has not been quoted for due to the negligence of the assessor at Auto Magic. The vehicle will be taken to the panel beater of my choice at my risk but all damages to the vehicle needs to be adhered to accordingly. If the vehicle does not go to the panel beater of my choice King Price Insurance will take responsibility for any loss or damage, electronic damage, panel beating damages during stripping, assembly and during the actual panel beating, paint defects to my vehicle. Non of the panel beaters mentioned are BMW approved or accredited which also adds to the doubt of the quality and workmanship given by these Panel shops.

I would like this claim to sorted out urgently.

Thanks Akshay