Service So Poor It's Borderline Theft

My vehicle was crashed into in mid July 2017 while parked outside my residence (in Durban). My car was then towed away as it was not drive-able. The first feedback I had from the claims department was that I, as the client, was required to to obtain quotes from two repairers in Durban and two in Pietermaritzburg. I was also informed that my vehicle would not be repaired at an approved repairer as it is out of warranty (although I do understand that Alexander Forbes has the right to decide I was expecting better service than the absolute minimum). I was then informed that AFI had accepted a quote by Durban South Panel Beaters to which I objected and requested that they use a different repairer. AFI agreed to use a different repairer who would repair my vehicle within the 30 day time frame that I had a hired vehicle. Days went by without any feedback and I was always the one chasing. I was then informed by the panel beaters that my vehicle would not be moved to a different repairer as they had already started working on my vehicle.

The nightmare then began. Car hire was running out and AFI would not extend it. The repairers promised (almost daily) to return my vehicle the next day. I was fed every excuse imaginable. My vehicle was eventually returned and the nightmare got worse. Parts of the vehicle that were not accident damaged were now damaged. There were many quality and workmanship issues.

I escalated three times within the claims department yet I was still left to fight with the panel beaters on my own. My vehicle has since been back and forth about three times to the repairer. Each time it returns to me with a new issue. I dread the thought of how much value my vehicle has lost as a cause of the workmanship - to which I have been told - "it's wear and tear".

You think AFI cares about the workmanship or quality of the repair?

No. My vehicle has just been returned to the repairer again (hopefully for the last time) and I have not heard from AFI in ages.

As for the recovery of my excess from the third party insurers. Nothing. Unanswered emails. Months of waiting.

The service has been atrocious.

You guys just don't give a ....