Poor and frustrating communication

For a company that prides itself on using AI technology to process applications and claims the system needs a huge overall when it come to giving feedback within a reasonable TAT.

I was involved in an accident on 15 Dec 2023 and could not request a tow truck on the app as the number was not working,I was assisted by a tow truck that was driving past who managed to get someone to arrange a tow. My car was towed on 15 Dec 2023 and till to date repairs have not been started.

My claim was submitted on the same day and was approved on 4 Jan 2024 would AI not ensure that it doesn't take 3 weeks for a claim to be approved?

I received an approval email on 4 Jan 2024 and was advised the panel beating company will be in touch. The panel beating company acknowledged that they only received the approval on the 23rd of January 2024, 19 days later after numerous calls and emails to follow up including messaging the complaints email address for assistance.

To make things worse my car hire was booked only on 29 December 2023 ,2 weeks after my accident when I again had to call and follow up on the status of the car hire.i requested an extension on the 15 day car hire on 19 Jan 2024 and only received an email on 27 January 2024 that it was approved but I needed to return the vehicle on 24th of January ,, I had to again call in to get someone to assist with that.

From 23 January till today the panel beating company is still awaiting parts and is awaiting a 2nd authorization from pineapple.tomorrow will be 2 months of no movement since my car was towed.

I have asked Thulisile from complaints to contact me and have enquired with the lady Yolande assisting me with the claim to advise on the progress of the claim with the 3rd party to claim my excess due to 3rd party fault and have not received any feedback apart from they are awaiting feedback.i called yesterday and was advised the number is just ringing and no one is picking up from the 3rd party and he could not advise what is the process going forward, is this the first time they have had to deal with this particular 3rd party that they have no direct email or contact number?

I do understand that delays can happen when finalizing claims and repairs but the lack of communication and poor adherence/lack of TAT leaves a very bitter experience. Nobody bothers to call you back or keep you updated on email.

The only thing that you have got right is auto generated messages and deviting for premiums but everything else is awful. I only gave 1 star because there is nothing less than that. I would not wish such a terrible experience on anyone.

Please can you finalize my 3rd party claim and authorize the 2nd request for repairs from your prividers, the less communication I have to do with you the better. I'm sure you understand that the longer the delay is the longer I am unable to get around the 30 day car hire has long elapsed.

Please don't bother sending your generic auto reply messages about how sorry you are .my claim reference is *** .