Pathetic service

Dear Budget Insurance I received a call from Mr Haroun, who was extremely polite, courteous and helpful. He took the time to explain the write-off process to me in detail, and I genuinely appreciated the way he communicated with me, as there were aspects of the write-off that I did not properly understand. However, I subsequently received another call at approximately 16:50 from Senior Management, and I was once again informed that Budget Insurance is still awaiting further reports, including the reconstruction report, MTN beacon information, and now an oil sample that has apparently been sent to a laboratory for testing. At this point, I honestly have to ask: how many more reports and investigations are required before my claim can be finalised? My vehicle was being used on a daily basis. The tracker information should clearly demonstrate my normal driving pattern from the time I took out my policy. I drove the vehicle regularly to and from work. The vehicle was running and being used as normal. Had there been a mechanical issue that I was aware of, surely I would not have continued driving the vehicle on a daily basis. More importantly, I need to address the issue of the rocks being thrown at my vehicle. If the rocks had not been thrown at my vehicle, the accident would not have occurred in the first place. Therefore, I am struggling to understand how the fact that rocks were thrown at my vehicle can now somehow be connected to alleged mechanical issues with the vehicle. The accident occurred as a result of an external incident involving the vehicle being struck by rocks. I therefore find it extremely concerning that mechanical issues are now being investigated as though they could somehow explain or change the circumstances surrounding the accident. I also have serious questions regarding the oil sample that has apparently been sent for testing. How can I be certain that the oil sample being tested is in fact from my vehicle and has been correctly identified, handled and linked to my claim? I am entitled to understand the chain of custody of such evidence and exactly what is being tested before any conclusions are drawn from the results. Similarly, an accident reconstruction is an investigation and, like any investigation, it cannot simply be treated as an unquestionable or 100% accurate account of exactly what happened. I would therefore expect Budget Insurance to consider all available evidence and the actual circumstances of the incident rather than relying on assumptions or treating an investigative report as absolute proof. Ultimately, the final authorisation and decision on my claim will come from Budget Insurance. This is why, at this stage, I am finding it increasingly difficult to understand why there continues to be delay after delay while further reports are requested. I am becoming extremely concerned that every time I contact Budget Insurance, there is a new reason, report or investigation being raised which further delays the settlement of my claim. The impression being created is that Budget Insurance is looking for every possible reason not to pay out now that the vehicle has been declared a write-off. My vehicle was not a brand-new vehicle when I insured it. If Budget Insurance only intended to provide cover under very specific circumstances relating to the age, use, roads travelled or times of day that the vehicle could be driven, then these restrictions should have been clearly explained to me when I took out the policy. For example, if certain roads are considered problematic because numerous accidents or insurance claims have occurred there, then surely customers should be explicitly informed that they should avoid those roads in order to remain covered. I would therefore like Budget Insurance to clarify the following: - Are there specific roads in Chatsworth as or Durban that customers are not permitted to use? - Are there specific times of day during which insured vehicles should not be driven? - Are customers expected to avoid certain areas because Budget considers them to be high-risk? - If an accident occurs on a road where previous accidents have taken place, does Budget automatically treat this as suspicious or potentially **********? - If Budget is relying on the fact that other accidents have occurred on the same road, please explain how this is relevant to my individual claim and what evidence exists to suggest that my claim is anything other than a genuine accident. - If mechanical failure is being considered, please explain exactly what evidence led Budget to investigate this possibility in relation to an accident caused by rocks being thrown at the vehicle. - Please provide clarity on the oil sample, including where it was obtained, how it was identified as coming from my vehicle, and what specifically Budget is attempting to establish through the laboratory testing. I was very clearly informed about the requirement for a tracking device when taking out my policy. Therefore, if there were other conditions relating to where, when or how I could use my vehicle, these should have been made equally clear. The whole of Durban has areas where incidents occur. Roads can be dangerous, and incidents such as rocks being thrown at vehicles happen regularly. An accident occurring on a particular road does not, in itself, mean that a customer has done something wrong or that their claim should be subjected to seemingly endless delays based on assumptions. No assumptions should be made about my claim based solely on the area or time at which the accident occurred. I was previously informed that these factors were being considered, and I find this absolutely unfair, particularly where there is no clear evidence that I breached any policy condition. I am a paying customer. I have continued paying my insurance premiums with the expectation that, should I suffer a legitimate loss, Budget Insurance would provide the service and cover that I have been paying for. Instead, I have now been waiting for almost a month, and every conversation seems to result in another explanation as to why my claim cannot yet be finalised. I have been extremely patient and tolerant throughout this process. However, the continual delays and what appear to be new reasons being provided each time I make contact have now become completely unacceptable. I am honestly lost for words at the latest developments. First there is one report, then another investigation, then another report, and now an oil sample has been sent to a laboratory. I need to understand exactly what Budget Insurance is investigating and, more importantly, when this investigation will actually be concluded. At this rate, I am finding it increasingly difficult to have confidence that my claim is being handled fairly. If the outstanding reports ultimately contain findings that contradict the circumstances I have explained, I will also have serious concerns about the basis upon which those findings were reached, particularly regarding the oil sample and the accident reconstruction. I have cooperated with Budget Insurance throughout this process and have given you every opportunity to investigate the claim. However, cooperation and patience should not be interpreted as acceptance of indefinite delays. This is no longer simply about the inconvenience of waiting. It is about the principle and the manner in which a paying customer is being treated. I have fulfilled my responsibility by maintaining my insurance cover and paying my premiums. I now expect Budget Insurance to fulfil its responsibility by dealing with my claim fairly, transparently and within a reasonable timeframe. Please do not continue to delay this claim indefinitely while waiting for one report after another as this is absolutely unfair. I also want to be completely honest that, based on my experience throughout this claim, I would find it extremely difficult to recommend Budget Insurance to anyone. The repeated delays, changing explanations and what I perceive to be assumptions surrounding my claim have left me deeply disappointed in the service I have received as a paying customer. I trusted Budget Insurance to be there when I needed my insurance. Almost a month later, I am still waiting while being given one explanation after another. I look forward to your urgent response and not just futher delays or reports as stated you have tracker report, you seen the report showing you my car being in use daily to work. Be fair and stop with all these excuses, Budget is ever so ready to post adds but please stop misleading customers as you'll should state that you'll looks for every single assumptions not to payout. You'll are on time every single month to debit me but comes to payout its another story. Kind regards, Nicole Govender