No Finance Cars - Car Care Insurance - Worst Ever

The worst ever service after sales and insurance claim service from Car Care NFC ever experienced. In November 2024 a bus hit the rear of the vehicle we have been renting with Car Care. We reported the incident the following day. The 3rd party insurance claim has already been submitted by the Bus Company for the repair to our vehicle. This would mean no additional cost to me or Car Care, as the Bus company would cover any cost. However Car Care NFC refused to provide the necessary documentation for this claim to be processed. They mentioned that they will handle the claim themselves and that I would have to pay excess fees of R7500 myself, even though the bus company are willing to cover all cost. In February 2025, Car Care No Finance Cars, provided me with claim forms for completion. 3months after the incident was reported. I submitted the documents on 18 February 2025 and followed-up twice already with them and no response to date. I called them today on 7 May 2025 to follow-up on the request, but the person answering was not even aware of any claim. In the meantime the bus company is following me up, as they want to assist me in repairing the vehicle. I have been paying to drive with a damaged vehicle for 6 months now. Should nothing be done, then I will have no choice to return this vehicle. Any costs for the repair of the vehicle they will have to cover on their own, as I have tried to get this resolved, but they are simply not interested.