R18000 excess fee, Claim not handled with due diligence and proper investigation

I am deeply dissatisfied with how this insurance claim has been handled, particularly the decision to impose an R18,000 excess without any proper investigation or due diligence. Despite providing my insurer with full details of the third party involved, including the truck driver’s information, the company he works for, and contact details, no effort was made to contact the third party or investigate liability. To date, neither the truck driver nor his employer has been contacted. In fact, the truck driver’s own manager reached out to me directly, questioning why the insurance company had still not made contact with them. It is extremely concerning that such a significant excess is being enforced without any investigation, verification of facts, or engagement with the third party. This reflects a lack of basic claims handling standards and raises serious concerns about fairness and procedural integrity. As a policyholder, I expected my insurer to act in good faith by conducting a proper investigation before determining liability or financial responsibility. Instead, the burden has been unfairly shifted onto me, both financially and emotionally, during an already stressful period following an accident. Applying an excess of this magnitude without investigation, third-party engagement, or substantiated findings is unacceptable. This matter requires urgent review, accountability, and corrective action.