Car Claim Delivery takes more than 2 months with Prime Meridian Direct!

On the 17th May my car's computer box was ****** and door was damaged due to an attempted theft, I didn't take a courtesy car option with my cover. Same day Prime Meridian arranged for my car to be towed, I thought great service!

I thought they would call to confirm or inquire about the preferred panel beater instead I got a message informing me that the vehicle is with Nu Wagon. 3 weeks later the NuWagon quote was approved. Guess what? It’s the 12th July, still no delivery of the car. No one from Prime Meridian has ever called me since they approved the claim/quote on the 6th of June, not even a follow up. They just dumped me to deal with their appointed panel beater, whether it takes 12 months for them to deliver, no follow up!

I have had to call the Panel Beater and McCarthy to find out when the Computer Box will be delivered. On top of that, I have had to deal with the financial strain of having no car for 2 months, I have had to Uber, which is expensive, I decided to reverse my premium debit order last week and will pay double month end of July. Monday morning I got a call from Prime meridian and they offered me a discount for the 2 double debit order which was great, then I raised the car issue. They advised that i would get a call from the person responsible for handling the claim.

They called and advised that they are still waiting for the computer box and that Nu Wagon had sent another quote for the damaged door on the 8th July. This has really upset me more than anything, I have been communicating with Nu Wagon almost daily, they sent an SMS advising that they assessed the car on the 8th of June(Screenshots attached, even a WhatsApp message from Chelene who was handling the claim), they even called to give me a quote for scratches and dents, my understanding was we are waiting for delivery of the computer box, then I would get my car same day. I then demanded a courtesy car from the Prime Meridian yesterday as the claim approval takes too long, considering how long the 1st quote took. They say Nu Wagon doesn't have a car at the moment, I had to press for an answer on when a car will be available and they said next week, same time as the computer box delivery. All along I’ve been calling Nu Wagon they didn't even offer me a loan car seeing the car is taking too long, I had to complain to even have Prim Meridian enquire. Which customers do they offer loan cars to, do they even have loan cars? Why did Prime Meridian not see this claim through? why is this Nu Wagon my problem? why do they not have enough loan cars? Had I chosen my own panel beater I wouldn't feel the need to complain, this is your trusted partner, so please don't make me suffer for their non delivery.

Besides, why did Prime Meridian take my car to this dealership, were other factors considered? Why didn't they take my car to VW? Now something that should have taken less than 2 weeks is taking 2 months. Why was I never given an option to have a say on who fixes the car? Is there a SLA with Nu Wagon or they can take as much of their time to fix cars it doesn't matter as long as they have approved the quote the rest is the customers problem? Do you have client service that is supposed to ensure claims are closed and also manages customer’s expectation and ensures the customers is consistently updated on the developments of their claims?