Parts on back order

On the 10th May 2024, I was involved in an accident after investigation PMD as my insurer approved my claim, the set company provided me a courtesy car for 30 days aligned to the policy and assigned my car to an accredited panel beater. Thereafter the quote was produced and continued updates were either provided telephonically or via text message, when the 30 days lapsed for the courtesy car PMD reverted to me with the courtesy car service provider to return the vehicle as the 30 days had concluded, I engaged with PMD to extend the courtesy car due to my car still being held by the panel beaters awaiting repairs, they reminded me of the policy which only allows 30 days of which I spoke to their supervisor over the phone and conceded to the arrangements. I thereafter returned the vehicle and engaged with the panel beaters in order to track my repairs, I was informed that they are awaiting on PMD to order the parts and when I then spoke with PMD, they told me that they are awaiting on @Nissan SA to deliver the parts as it’s on back order, of which I was astonished at such a statement, I directly went to my local Nissan dealership to see how long it would take for such parts to be made readily available, they informed me that it would take between 7-14 working days, I am currently sitting on the 23 July 2024 from the date of the accident that was the 10 May 2024, two month later without my car being fixed and PMD still stating they are awaiting on the parts to be delivered.

Each time I call PMD they give me the same excuses and extend the dates via text messages, agents who aren’t concerned about my customer experience is what I also encounter each time I call in and this has seriously impacted my life, I use my car for transportation to work, I am now using public transport and struggling with my children as I’ve missed two parent meetings at school due to this and when the children are sick, I need to Uber around with the unnecessary expenditures on my end. Sadly PMD shows no remorse or consideration for its actions, how does an insurance provider allocate services to panel beater, remove the outsourcing of parts and goes for two months and even to date can’t give clear direction on the way forward, they take their courtesy car and expect us to fend thereafter whilst they delay the process, with that no one when you contact their call centre knows what’s going on and shows no interest in your claims or concern. We are going for 3 months now and the car after engaging with the panel beaters, is not close to being fixed.

Poor service, poor customer care, poor level of remorse or interest but quick to debit on a monthly base and very good on advertising false promises. PMD your service is honestly the worst experience I’ve ever received from an insurance service provider and you truly need to manage your clients interest.

Yours not sincerely

Catherine Dlamini (CL***)