Repulsive Service by PMD

We lodged a claim (CL***9) on Monday 14.08.23 for the accident that occurred on 12.08.23 between 7PM & 8PM for which PMD authorized the towing of the vehicle just after 9PM from the scene. My mother has been called by 4 different people to relay the story and relive the trauma, as well as being asked numerous time for the address of where she was coming. If the accident had occurred at hours deemed risky (11PM - 5AM), the interrogations would be understandable. I have taken out this policy for my mother in 2015 and this is the 2nd claim in these 8 yrs but this repulsive treatment to a 58 year old woman as though she's an irresponsible teenager that could have been reckless is very disgusting. PMD is looking for every trick in the book to reject this claim and they keep asking useless questions in attempts to find a loophole. We have pushed out the rental car to get the verdict on the claim but soon we will be incurring car rental costs before the car has even been assessed let alone started repairs on.