Complaint

Ongoing trauma 'unfair Costs and Insurance Company misleading Unfair Claim Handling, Rental Car Dispute & Non‑OEM Repairs

After several complaints I did with my insurance still unable to resolve my issue My vehicle was ****** on 25 November 2025 (CAS 179/11/2025) and recovered the same day. The insurer approved repairs and a rental car, but since then I have faced:

- Contradictory rental car instructions — Avis terminated early, demanded payment, now the insurance advised I have to pay for the cost of rental from the 27 May 2026 as they advised I have to return the car and collect my vehicle as they are done fixing the car which I didn't collect the car as all four rims are having problems which is not fixed do to the panel beater sad they are unable to fix them and I feel the vehicle still not safe or roadworthy as all rims are damaged and telephonically they sad they will towed a car to me - Ongoing repair delays — required, yet my car is still not fixed. - Inadequate transport support —if the rental was return how I was going to transport myself as my vehicle still having unresolved matter. - Use of non‑OEM/used parts without disclosure — reducing my car’s market value and resale potential. - Failure to respond to multiple formal complaints within required timeframes. - Latest communication (25 May 2026) offered payout for rims only, calling it “full and final settlement,” while leaving the vehicle incomplete and storage/rental costs pushed onto me. On the 27 May 2026 I called the insurance company wanted to understand the issue of rental car since my vehicle issue still not resolved and being advised that the person handling my case he is busy on another call and will call me back which I didn't get a call or any feedback and on the 30 May 2026 I received an email to say they will give me feedback later or next week and never sad anything about the rental car and on the 4 June 2026 they responded to my email indicating that I have to make payment for the rental car and the use of non oem parts still stand they won't change it as per Ombudsman they are allowed to do that.to my surprise they sad some of parts they can't replace it with quality parts even if they are having lifespan.when I check the Ombudsman does not force the insurance to use the NON oem and used party , the safety must be considered by insurance company. And the repairs by the NON oem does affects market value.

This unresolved matter has caused severe inconvenience and worsened my health condition. I request urgent intervention: either settlement at fair market value or proper OEM repairs, plus transportation.