Pathetic Service for scratch and dent - Motovantage - Streamline

Hi, purchased a new vehicle from Toyota in April 2023 and shortly thereafter received a call from Motovantage. It was continuously mentioned that it was a Toyota scratch and dent policy and they even added the entire policy costs directly to my car finance agreement. Didnt even look at the policy document when it came as I thought that I was dealing with Toyota right (I mean they added the policy cost to my finance agreement).

So in Jan 2024, a reckless person opened their door on my vehicle and drove away from the scene. I didnt worry too much as I had a scratch and dent policy. Found the policy documents and followed the process to log a claim. As it was the weekend, I opted to log the claim online (first impression was good).

Waited the next day for a call back, nothing, I called them a few days after and was told that my claim has been received and that they are awaiting for a quotation from their panelbeater. A few days I get an sms "Dear Client. Your insurer has been updated on your assessment. Assessment Number ***". The fool that I am, I waited for a call as this message has given me no info. So called in once again only to be told that their panelbeater came in at R5600 (my policy max is R4500 per claim). I was now told to get quotes on my own from their list of approved panelbeaters and scratch and dent providers. Went to two places when I was in those areas (by the way, lots of scratch and dent places as per their list no longer do scratch and dent repairs).

Quotes in at R6500 and R5500. Went to a place that I normally use on my Bidvest scratch and dent policy for my other vehicles, and quote came in at R3000. Submitted all three quotes, got an email the next day from the lady that I chatted with, that she had sent my quotations to be assessment, with no ETA as to when I will get further feedback.

Over the course of a week I sent two more emails with no response. 8 days since I submitted the quotations, I get the same useless sms. By now I know that this company does not call me back, so I called them. Seems that even though I received the sms, the quotation has not been updated on their system. Needless to say I am expecting the job to go to the cheapest provider (whom I have used many times before on my Bidvest policy), but no, they gave their panelbeater an opportunity to match the cheapest quote (based on their approved list of panelbeaters).

In essence, without even consulting with me, they will now be appointing their panelbeater with me paying R1000 personally. I have been promised a call back from the lady that I have just spoken to, but honestly I am not holding my breath. So to recap, I am on week 3 since logging the claim and I have yet to receive any correspondence as to where and when my vehicle will be repaired.

Usually before I do any purchase, I always have a look at hellopeter to see if there any complaints, in this case I didnt as I assumed that I was dealing with Toyota Scratch and Dent. Someone at Toyota SA should have a look at the reviews on this site and maybe then they can understand what their loyal customers have to experience.

Honestly the worst scratch and dent company that I have ever dealt with. Bearing in mind that I have my other vehicles with Bidvest scratch and dent, or could it be that Bidvest has set the bar too high. Never realised just how efficient and professional Bidvest is. Scratch and dent claims resolved in less than a week.

Now I am getting worried as in December I just added an extended warranty to my other vehicle, also through Toyota, just hoping that the warranty is not linked to Motovantage in any form.

Note: the above are my opinions of the stated companies based on my personal experience and interaction with them. *just watch and see their generic reply as they do with all the complaints that I have seen on this site.