Very Disappointed with Nedbank Car Insurance service

I would like to express my deep dissatisfaction with the handling of my motor vehicle claim, and to formally raise a complaint regarding damage sustained to my vehicle while under your care.

I was involved in a car accident on 26 May 2025 and promptly logged a claim with Nedbank a few hours thereafter. As the car was still driveable, I drove it home. A tow truck was later dispatched to collect the vehicle from my premises. The car was inspected at home, and a report was left behind.

The vehicle was subsequently booked for repairs at BMW Northcliff ARC. However, upon collecting the vehicle after the repairs, I immediately noticed a dent on the car that was not present either after the accident or prior to the tow. When I raised the issue with the ARC, I was informed that the vehicle arrived in that condition.

I immediately contacted Lerato Mthembu, the Nedbank consultant handling my claim, via email but to date, I have not received any response. I also called and spoke to another consultant who assured me that the matter would be escalated to the assessor. Unfortunately, I have yet to receive any feedback or update.

It is incredibly disheartening to be subjected to such poor service, particularly when I have fulfilled my obligations by paying for comprehensive insurance. I am extremely disappointed that no one is willing to take accountability for the damage caused to my vehicle while it was in your care.