Old Mutual Insure

On 22nd April 2022, I was involved in a car accident. Before the car was towed away, we asked from our old mutual broker Mr Balapala T, if the tow company is authorized and approved by Old mutual and he gave us the go ahead that the car can be towed by them. 3 weeks later my car remained at the tow company because old mutual had not yet approved the quotation and had not given authority that the car may be taken to the panel beaters as they were waiting for the assesor. Only after I made multiple enquiries through the broker did they authorize the tow company to take the vehicle to Trans Letaba in Tzaneen. In between I kept on contacting my broker requesting progress on the car, but no concrete information was given to me. Only 2 weeks after the accident (5th May 2022). I was given a courtesy car from Europe car hire in Makhado. In between the days they would call me to remind me to return the car and I would call the broker then he would extend it. On the 5th July 2022 I received both an sms and call from Europe car hire indicating that I must return the vehicle, as always I called Mr Balapala (my broker) and he said he will call me back once he is in the office. The call never came. I decided to call Trans Letaba panel beaters, to my painful surprise a lady by the name of Elsa told me that ever since my car arrived at Trans Letaba nothing has been done on it because old mutual has not accepted their quote nor approved the claim to fix the car and she sent emails to the person handling my claim with no response, so they just left the car unattended. Europe car hire called me again demanding the car and I explained to them that my car after 3 months has not yet been started with the repairs, they advised that I should take it up with old mutual so that they do another contract for hire as I’ve had the car for 60 days now. Frustrated as I was, I contacted Old mutual insure and I was transferred from one person to the next until some lady by the name of Precious assisted me. She requested the claim number, which I told her that I do not have the claim number as the broker nor old mutual sent me any information or communication relating to my recent accident claim. I gave her my id number which she picked up on the system. She said the person handling my claim named indicates to have contacted me to confirm my car registration number so they left everything on a stand still because they couldn't get hold of me for the whole month. I asked how possible is that?, I asked when and which number did they call me on? At that moment I knew that I was being taken for a fool. I elaborated that old mutual has the Police Report that was used to open the claim, the police report is a true reflection of what happened on the scene and has all the vehicle information so why would they need to confirm the number plate with me for? Worse, if they couldn't get hold of me, why did they not contact my broker Mr Balapala. Precious then said it’s better to transfer me to the person who is handling my claim. The person handling the claim is Caroline Sekwayo. I spoke to her and explained the whole situation and asked when did she call me to verify the number plate of the car and why would she want to verify it when she has the police report. She said No, she did not call me its Trans Letaba that is saying that they called me to verify number plate. I asked again, why would penal beaters call me to verify number plate when they are dealing with the insurance company (Old mutual), then she eventually said they (Trans Letaba) were just lacking behind and did not due the proper handling of the matter, which Elsa from Trans Letaba later disputed indicating that the documents sent by the insurance claims department were different from the information of the vehicle on site which she communicated with Caroline Sekwayo via email but she did not respond hence they left the car unattended as they could not upload photos of a vehicle that has different information to what old mutual sent. I explained to Caroline that Europe car hire is saying that I must return the car as 60 days has elapsed, I also told her that I do not have an alternative car and I work far from home and I need a car as Old Mutual failed to handle my claim properly and on time. I further explained that Europe car says they will personally bill me for all the days after the said 60 days. She told me ON RECORD that I must not worry and keep the car as she will be finalizing the extension of the car with her team leader. I have the recording where she assured me that the extension issue will be handled, and she will communicate later. A week later, (12/07/2022), no call, no communication from Caroline Sekwayo. Europe car hire called me this afternoon demanding the car back as old mutual told them that they will not be extending the car hire. I told them that Old mutual is playing dirty because Caroline said she is handling the extension. I will not be liable for any costs incurred after the 60 days as Caroline Sekwaye did not call me since we last spoke, she never communicated back as promised the outcome with her team leader, and she is the one who authorized that I should keep the car while she is sorting out the extension. The panel beaters only started to repair my car last week which might take another month and I NEED A CAR IN THE MEANTIME. Both Old Mutual and their penal beaters know what transpired to cause the delay on the repairs which was never for once communicated to me. I called her Caroline on *** and couldn't get hold of her where I then called Mr Balapala (my broker) who confirmed that they should be liable for the costs as Caroline Sekwayo promised me that she is handling the car hire extension and that I should keep the car. Please assist, Thank you..