Motorsure Direct - 1 person can destroy it all

Good day.

On the 11th of May this year (2018) I had an accident, I was assisted with getting towed and getting my claim done by Angelique Kruger, she gave me excellent service and I appreciate her help and assistance. The claim was handled and my documents handed in by the 21st. I also received my hire car on the 15th of May.

Now we get to the "payout" part. I've been assisted (if you could call it that) by Matt Brummer. I received my first email from him on 22nd May. Today is the 5th of June and I still have no idea whats happening with my payout, I have sent him multiple emails daily and called him multiple times and he keeps telling me that he has sent an email to the insurer who does the payout. That's it. Nothing more, nothing less. On 1 June I sent him an email asking for the details of the insurer as it seems if I don't follow up myself nothing will happen, on 4 June I sent him another email requesting the same, So I called him that afternoon requesting same and he eventually sent me the details.

I called the insurer and they were not able to assist as they can only communicate with the broker. I spoke with Jolene and she was very helpful and friendly, she told me that she will take it up with Matt's manager as she has been giving him feedback on the matter.

I don't know how to proceed. It is unacceptable that the payout takes this long and that the service I get from Matt is so extremely bad compared to the rest of the company. Stephan Richards, kindly review your staff.