Bad service

On the 27th of January 2024 I was visiting Soweto Mfolo where during the course of the day they were severer thunder showers which resulted in me being involved in an accident when I was existing the township navigating using a GPS considering I am not fami**** with the place as I was driving out before I could join the road which led to the freeway to Johannesburg the GPS led me to a street called NANCEFIELD MOROKA ROAD as I was approaching at a reasonable speed considering the roads were still wet from the showers from earlier in the day I found myself driving into a road which had high water level (after investigating I was advised there is a river in the same street meaning I was approaching a bridge where water had overflown to the bottom of the surface of the road) which was not visible from a distance with just my bright lights on and the street lights not working to see from a distance and I was unable to break before the high level of the water as there were cars behind me before I could hit the breaks the car had already dipped into the shallow water in the street, to my aid about 5 gentlemen came running as they saw the car slowing sinking and I could not reverse without being pushed out by the gentlemen who came to my aid as they ran towards me screaming in panic cause in as much I was trying to reverse the vehicle staring wheel became stiff and water just kept getting into the car since I was not to far just the entrance of where the water began it took 5-8 minutes the car was pushed cause the water kept penetrating into the car covering the paddles to my knees as wet as I was I kept asking the guys to please push harder to get the car cause the water was getting into the car uncontrollable as we needed man power to push and I could feel the vehicle giving up on me eventually the car was out cause I was not in the middle of the road just the beginning of where the water started which happened to be shallow cause the car was not wanting to move at a high speed to quickly push me out cause the water had covered my paddles, I was in panic it was a night I had five men helping and I could not refuse the help cause I did not know how far the water would keep penetrating into the vehicle Being a woman and it was dark I had to trust strangers (Men) at that moment cause I needed help and I was with no one in the car, in a state of shock/panic I kept praying and hoping I would not get harmed cause I was in a situation which requires me to be assisted and I did not ask for the assistance it was more of ubuntu from these gentlemen even though one of them ended up *****ing my handbag in the car with personal belongings while the vehicle was being pushed out I had to let my windows down for everyone to push as much as they can as the car was slowly sinking and I was in panic mode also in disbelief of what was happening and my main objective was for the car to not sink considering I have only been driving for two years and it was a brand new purchase, I am a first-time car owner I did not want to lose my car insurance or not. I called Prime Meridian Contact Center to come to my aid however I had already started scooping out the water in the car using the pants I was wearing to decrease the water that was in the car with the hope it would help to assist me in any way cause I had no towels and I had never experienced this trauma, I tried to start the engine it would not work but the radio was working (cause it was prompting me with errors on the fault of the vehicle the lights were coming on at the turn of the key when I turned the key to see if he vehicle will start my engine, unfortunately, that was not happening, I was alone at night scared for my life cause I am a woman and already my bag was ****** on the scene with all my personal belongings. On the morning of the 28th, I opened a case at Moroko SAPS as per instruction from the call agent at PMD I was given an OB number advised by the police reason being this was a natural disaster due to heavy rain and no collision took place, Submitted documents to insurer on the 29th of January as the case was opened on a Sunday which led me to submit my claim on the 29th of January, I went on to speak to a PMD consultant who noted down my incident and I answered all question and submitted the documents as promptly as I was expected to do so. The Initial communication from PMD within the 49 days I was advised the vehicle had been deemed a write-off. Two to three weeks later I called PMD asking what is the hold up on the further steps to take after the vehicle had been deemed as a write off I spent two weeks waiting for an outcome cause I was advised since the vehicle was a write-off another credit approval/assessment has to be done of which I did not understand as we have established vehicle is written off and the insurer needs to settle the car at a retail value as per process considering the reason being this falls under natural disaster as the road was filled with water from bad rain conditions and no alert was given to make me aware of any roads that are currently flooded. The rejection letter provided stats I attempted to drive past this high altitude of water with the hopes I would get to the other side which is not what I said or happened in my 5-10 statements as per questions posed by PMD consultants and no communication was given as to who is responsible for my claim meaning everyone wrote my statements as they pleased and falsely. On the 8th of March, I received a call from PMD advising the claim had been rejected based on the below and the written statements for rejection are contradicting each other. The above indicates I forcefully tried to drive through a water-logged road and the engine is the only thing that is damaged I feel the rejection is based on falsified info as my doors could not lock after the damage was done in as much the vehicle could not start as I am not a mechanic but this is not related to the engine however its also a false of wiring which began after the car was flooded with water. I spoke to a consultant on the 8th who was not empathetic how she kept on telling/dictating to me that I must fetch the car and pay a release fee of R3,843.76 within 10 days starting from the 8th and I received a call around 10 am which is not a full day for PMD to start calculating as of that day with the intent of that is my first day to 10days, I received an SMS thereafter with an amount to pay a piece of half information, as I was Irate I asked for a complaint to be logged while I was stating my case as to why I am disputing the outcome the consultant seemed to have no clue as to what had taken place on the day of the incident which made me concern and frustrated cause this information should have been past statements noted on the system. I was advised to call and/or send an email to the Satnam Insurance I called the whole day and no one picked up my calls and the person who was assigned to my complaint at PMD by the name of Palesa Khantsi who has not made any means of communication to date. Today the 13th of March I received a call where I was told my 10 days began on Friday at 10 am which to me also seemed unfair as that is not a full day and weekends are also not considered to be a working days as PMD claims do not operate during weekends therefore in my understanding the calculation is not in my favor but the business is milking money of me for s storage which should be payable by insurer for the vehicle release as PMD was responsible for safe keeping of the car while being assessed , PMD refused to uplift the vehicle closer to my residence as Lenasia is far and I was promised on multiply calls that this is possible only for it to be rejected at a later stage. I have been misled by PMD on multiple occasions and my query was not resolved within the promised turnaround time I feel when I started putting pressure on the business a rejection was provided to get rid of me instead of assisting as a client with that as a woman I was in a foreign place and tow truck also took more than an hour to get to the scene not being considerate that I was wet, cold and scared where I was as I am a woman in a township where my handbag was ****** meaning I could have also been exposed to being rapped or taken advantage of by ********s considering my head bag was ****** on the scene while I was being assisted by people who did not want to see me or the car drown. I have never missed a payment since I joined PMD even with the high excess fees I have been loyal to the core. I also do not understand why I am to pay release fees for a vehicle that was under my insurer's care as the case was being investigated. Houses were damaged where this incident took place meaning the floods impacted not just me but the community this should show how bad the weather conditions were. If the vehicle only has an engine damaged, I have not even been made privy to the assessment done to also be at ease with the decisions made on the outcome of this case as I feel the feedback of the claim was rushed to get me off, they’re back considering no one was communicating and the case was out of SLA for a period of 30days + I would like PMD to reevaluate the case with the hope of a positive outcome as my intention of having insurance was to have these problems mitigated without me having to take extra cash out as I have been paying instalments without fail and I can’t control the bad weather we have had lately the least I can do is to be cautious, My vehicle is not a 4x4 I would never take a risk and try to drive through a heap of water intentionally on a car that is fairly new and is still paying finance to prove a point I am smart than that. My case has not been handled with due diligence and it needs to be reassessed with information as to what happened I am greatly disappointed, considering I took comprehensive cover which has no restrictions to it in the event I found myself in.

Can the case be reevaluated as I do not have the money to pay for any release and or fixing the engine hence, I took comprehensive insurance with low premiums and high access fees.