A good beginning....but then it fizzled out!

<p>After somebody drove into the back of my vehicle while I was stationary in a queue at a traffic light, I did all the necessary things, such as reporting the incident at the police station and receiving an accident report number, providing a sketch, a witness, the guilty party's contact details, work place, insurance, etc.</p> <p>Initially, OUTsurance were amazing. I dealt with L'zeri Swart who arranged for the repairs and that all went very smoothly - she was efficient and extremely helpful and kept me updated at all times.</p> <p>Then I moved on to Jeni Malan, who was going to deal with the legal side of the matter. She was to retrieve my excess, which I paid in order to have my car repaired.</p> <p>She did say that it could be a lengthy process, but promised to keep me updated. That was on 30 November 2016.</p> <p>On 26 January 2017, I sent Jeni an sms saying that I was tired of waiting for feedback and wanted the issue resolved, but I received no response from her.</p> <p>On 06 March I emailed Jeni and complained that after 5 months I was still out of pocket, despite the fact that the guilty party had admitted her guilt, I had provided all the information necessary to sort the issue out, I had given her a credible witness, etc. I was irritated and fed up with the tardy service I was receiving.</p> <p>The next day Jeni sent a reply to say that a summons had been issued against the guilty party and her insurance, as no offer of settlement had been forthcoming. This was the first information I had received in over 3 months.</p> <p>Anyway, I kind of threw my toys out the cot because I expected her to be way more proactive in getting this resolved. We pay them a decent amount of money every month and I expect some service in return.</p> <p>Strangely enough, just a week later - on 14 March - I received a call from Jeni to say the money would be paid into our account that very day.</p> <p>Why does one always have to throw a fit before people pull their finger out and actually do the job? I am not impressed at the amount of time it took to sort this out, I am not impressed that I had to get assertive before it was actually taken seriously and I am least impressed that, although I was innocent, OUTsurance has decided that we would not receive out OUTbonus. That is just ********!</p> <p>We will definitely be looking to move our business to Virgin because with them, if you are innocent, you don't lost your no-claim bonus.</p>