Nedbank Insurance pathetic customer service

Was in a hit and run accident on the 16th May 2025, called and had the car towed to 40 intersite avenue, claimed logged and hire car collected i awaited feedback.

On Tuesday 20/05/25, I received a call from my claims consultant (Lerato Mthembu) who advised that an assessment was received for a certain amount and a panel shop was allocated but her manager had to still finalise the claim. I expressed some concerns and advised her to not go forward with the moving of my vehicle until I speak to the assessor of her manager, she agreed to not proceed and also send me the quotes they are working off.she advised that I will receive a call from her in the 22/05/2025 with feedback.

Come Wednesday 21/05/2025 i receive no communication regarding my vehicle until I get a call from the panel shop stating that my car is outside his yard.

I call Lerato who is busy so I Speak to Ntombi who advised me as best as she could but due to me been irritated and requesting a manager she forwards my call onto Lerato. LERATO at this point tells me that the car has not let their yard and even after me telling her the vehicle is located at the panel shop as per my tracker.

She then goes on to confirm with the panel shop, when she comes back she confirms that the vehicle is at the panel shop, I then requested that the vehicle be towed back to the original yard as I had concerns. She states that "management had confirmed that they will not be moving my vehicle" when asked to speak to a manager they all had conveniently left.

I'm am disgusted by the behavior of this insurance company, I pay for a service to which I am entitled certain right. I expect some serious actions to be taken.