********** delay and lack of communication

I was in an accident with a client insured by Old Mutual. The insurance broker provided ********** service, failing to reply to my emails and hanging up the phone on me. This delayed the process, and the form was only submitted 17 days later. Subsequently, despite frequent requests for escalation it took 2 days for allocation and the information was not accurately recorded to resolve the claim. The assessment process was further delayed and handled ***********ly, again with a total lack of communication. Throughout this period, I have constantly been following up with the parties and have received a lack of response. I consistently have had to request escalation, only to find the supervisors as ***********. I was consistently promised emails or phone calls, but there was a total lack of communication from all parties on most occassions, and only a substandard response when I sent multiple emails of complaint.

40 days later, without adequate transport I was finally sent a quote, only two be told that travel expenses would not be covered, despite continued request for this. I was provided contradictory information, and told that even if I did try to ask for travel expenses, this would mean a delay of 2 weeks, while they still would not guarantee they would cover my transport during this time.

The process was so delayed, that the department I had been dealing with no longer existed by the time it was processed, leaving me unable to contact anyone. Despite the case being settled and an agreement reached, 11 days later (now 51 in total), I still have no recieved any communication from the individual processing my claim, and any payment. This means I am still unable to fix my car due to the incompetency of Old Mutual.