Still waiting

<p>I had met in an accident on 18th February 2017. I phoned the Mutual & Federal call center. Received confirmation that I can use First Road Towing Services and given reference number 720793. Approximately a month after the accident and numerous calls to my broker, Eastern Broker Holdings, I received confirmation from Mutual & Federal, that my vehicle will be repaired. Vehicle was repaired within a week from receipt of repair confirmation. On collection of my vehicle from Sandton Auto BMW Approved Repair Centre on 24th March 2017, I noticed scratches on the left back and front doors. Additional damage to what had been repaired. The repair centre confirmed that they received my vehicle in this condition. I contacted my broker on 27th April to report the condition of my vehicle and they notified Mutual & Federal. I received a call from the assessor on 11th April 2017 (2 weeks after reporting)stating that I should speak to the manager at the repair centre. I informed him that they already confirmed that it was not their fault. He then told me that this may be an issue with the tow truck service provider and It could be a "legal matter". Why should I even be requested to discuss any of these matters with these service providers. Is this not why we have insurance? I am paying for Mutual & Federal to provide me with decent service and not for me to do their job for them. Should they have any concerns discuss this with my broker. All I want is my vehicle to be repaired and returned to me in the condition it was in before the accident. I have been with Mutual & Federal for approximately 15 years and this is not the type of service I am expecting. I am also not someone who lodges claims on a continuous basis......4 claims in 15 years including this one, with one being a windscreen replacement, and 2 having been driven into while at a complete stop and my first claim involved a taxi. As a client I am expecting all the issues to be resolved and within acceptable time. Insurance is a competitive environment, and for loyal clients to be treated like this leaves a lot to be desired. Maybe I am not regarded as a worthwhile client and should take my business elsewhere. Hopefully I don't have to wait another month to get a response. Magen Reddy.</p>