Unacceptable Service and Poor Vehicle Repairs

I am writing to formally lodge a complaint regarding the extremely poor service and unsatisfactory repairs following the accident claim I registered on 4 October 2024. The handling of my claim and the subsequent repairs has been a highly frustrating experience, marked by significant delays, lack of communication, and substandard workmanship.

1. Claim Processing Delays and Lack of Communication: I promptly submitted all required documentation on 7 October 2024 (POPIA Consent, CASE Number, A1 Statement, and photos of both my vehicle and the other driver). Despite following up on 8 October 2024, to confirm receipt of the documents and inquire about the assessment process, I received vague responses with no clear updates. I was asked for a cancellation letter from my previous insurer, which I comp**** and sent it again, though this was information that the insurer should have obtained. The claim was only approved on 17 October 2024, despite numerous follow-ups for clarity and progress. I was told by the claims handler, Okuhle, that the vehicle was being assessed on 21 October 2024, yet I continued to experience confusion about the repair status, with conflicting information regarding parts availability. Requests for repair estimates, scope of repairs, and confirmation of a possible car hire voucher went completely unaddressed. 2. Shocking Quality of Repairs: On 8 November 2024, when I finally collected the vehicle, I was shocked to find the repairs were poorly executed. Paintwork: The vehicle had noticeable bubbles on the paint, suggesting poor preparation, with a strong risk of peeling. Seats: My front seat had a sc****, which was not present before the accident, and the back seats were loose on both sides. It appears as if my seats were replaced with old, used seats. Overall Quality: Given that my vehicle is almost two years old, these issues are unacceptable, and the repairs are clearly of substandard quality. 3. Lack of Support and Customer Service: I was told that the insurance company had no knowledge of the vehicle's repair status, which indicates a severe lack of communication between the insurer and repairer. Okuhle has failed to provide timeous updates or clarify key issues such as the scope of repairs and whether I am entitled to a car hire voucher. I have been repeatedly told to contact the repairer directly for updates, which is completely inappropriate for an insurer to direct the policyholder to manage their own claims follow-up. Despite my requests, I have received no confirmation of a loan car while my vehicle is re-repaired, leaving me further inconvenienced. 4. Unacceptable Outcome: The poor repair quality, combined with the appalling customer service, has left me feeling completely dissatisfied and frustrated. I now have to take my vehicle back to the panel beater, at my own inconvenience, and request a loan car, though I have received no confirmation from the insurer regarding this.

5. Request for Immediate Action: Given the severe issues outlined above, I demand that the following be addressed:

A thorough reinspection and correction of the repairs on my vehicle. Confirmation of a loan car during the re-repair process. A formal explanation for the delays, lack of communication, and substandard repair quality. Compensation for the significant inconvenience and poor service experienced throughout this claim. I expect an immediate and satisfactory response to resolve this matter and restore my faith in the services provided by your company.