Quick to authorize claims for repairs, extremely poor in finalizing the process

We are very unhappy with the service from outsurance. They rush to authorize your claim then look the other way until it is time to collect the courtesy car back after the 30 days car rental period ends and quickly look away again.

I was involved in an accident on the 28th of january, to our delight the vehicle was assessed for damages and claim authourized for repairs on the same day. We followed up on repairs but started taking a closer look into the claim and delays on repairs when the rental period of 30 days came to an end. WE requested from the advisor and his team manager a timeline from the time the vehicle was authourized for repairs, when the request for additional repairs was sent to them as our insurers and when they were authourized (This was important for us to determine if the delay was as a result of them as our insurer not approving additional work, their chosen SP in carrying out the work or if it was a simple delay in parts of the car being delivered) and an assessment report of the damages on the vehicle was requested. We needed to know what was the cause of delays and see what was the initial estimated repair time, there is no way as a service provider you cannot estimate a repair time for a vehicle unless you are very new at fixing cars.

We were never given the requested information, after some days only an assessment report was sent to us, the report had all of our details but taking a closer look we realised that our personal details were on a document with a completely different vehicle, a vehicle that did not belong to anyone in our family. The presumed error was highlighted and mail sent back to the advisor and his team manager and a request for the correct information to be sent, No response was ever received.

We kept quite and were happy when we received a call last Thursday to collect our vehicle on friday at 12, Arriving at the panelbeater on friday we gave our details and that of the car and were told that our service consultant will be with us shortly. The man came out and politely took us outside to get our car, ready to have us sign off on the car and give us the keys until we told him that the car (Audi A5) was not our car ( Audi Q5). To try shorten my explanation of this nightmare of a story we were informed by the manager that their people were supposed to call the owners of an A5 and mistakenly called the owners of a Q5. We asked for some information with regards to delays and whereabouts of our vehicle and the manager told us he will send us the information before close of business friday, no email from the panelbeater has been received since then.

This is very disheartening as we had complete trust in outsurance and this is our 1st claims experience with them and our 1st vehicle accident, Is this how we are going to be treated in the future also should we decide to keep them as our insurer, Knowing that they authourize claims then look the our way leaving us as the client with the headache of seeing that we get our vehicle back repaired from their chosen service provider.

THIS IS UNFAIR AND DISAPPOINTING FOR A COMPANY WE HAD SUCH GREAT FAITH IN.