Unprofessional and working with ********

Claim number: *** Claim submitted: 27 Jan 2022

The claim approval was fast and very friendly agents. Joel Mhlongo has been helpful throughout these trying times. I having been paying my premiums on time

I have not been happy with the service offered by roadstar panel and paint after my accident. Roadstar panel and paint was appointed by Outsurance.

As per the rules documented by the assessor Vicky Maharaj, the service provider should strip the car to check for any unforeseen damages or additionals. I notice that roadster stripped the engine bay and frontal components.

I collected the vehicle on Wednesday 02/03/2022 and the lights were faulty and my right rim was dented on Friday so I notified Roadstar and when I was on my way to their workshop the car overheated. There was no coolant and no water but to my surprise I was told that the air filter box pipe fell and it was burnt by something on the engine.

As it is Roadstar claims that it is not accident related. It is something I will have to pay for. They looked at the picture I took on the day I collected the vehicle and claim that it is an old crack. If that is the case why was this not spotted by the assessor? And listed as previous damages.

The mechanic at Roadster said I might have drove on a bumpy road and from Redhill to KwaMashu there is tar roads. If this was already broken why did it not fall off way back!

Roadster had my car for a while month and that was not spotted I was not told anything on the day of collection of the vehicle.

When the claims advisor called I was assured that the engine was not damaged. The only previous damages listed on the approved claim was the rear bumper and right front fender.

My question is what was assessed? What additionals were added after the vehicle was stripped?

I will pay the amount roadster will quoted which is R3 600 because I need my car.

It is clear that there is no follow up done on these claims because I know I am not the first customer to complain about this, there hasn’t been any communication among the service provider and Outsurance.

I am tired of sending emails because I emailed the person who signed off my claim no response and the least that Joel could do is to log a complaint.

I had paid my excess and now I am having to pay R3 600 extra.

I am very disappointed and stressed. I am considering taking legal action.