Delays in accessor

I am posting this as there was a prompt on one of the claim emails.

Had a motor accident claim on 29 April. I called in and had car towed to Panelbeater and received a quote and submitted it to MI on Tuesday 30 April at 9am. I also called to see if there was anything I needed to do.

I was disappointed that the claims assessor only saw the car on 3 May at 4:30pm. This delayed the repairs of the car by a week. The panelbeater said that repairs would take 8 days. Essentially the car could have been ready Friday 10 May. The insurer would now be covering a few extra days of rental car.

The AVIS rental came with a dent on right rear wheel arch and a few scratches on the bonnet and the windscreen had numerous windscreen chips. They were supposed to call me 30mins before arriving and did not.

When on a conference call with AVIS and Momentum insure, they stated that if I send the car back I would be liable to pay for fuel costs. I am highlighting this on the post to document that the car AVIS had damages. To set my expectations, what are customers to expect from rental cars is it acceptable to get a large amount of window chips, a dent on the wheel arch and bonnet scratches?