Terrible Service!! Unbelievable!! Highly Disappointed!!!

<p>Good Day,</p> <p> </p> <p>To who it may concern,</p> <p> </p> <p>I would like to bring to your attention the problems that I have concerning the claim on my motor vehicle accident which occurred on the 20th of August 2016.</p> <p> </p> <p>On that day and the subsequent days that followed I reported the accident to you my insurer and followed due process with regards to completing the claim. Though I diligently followed the process with regards to my claim it took over a month for it to be approved after much fighting from my side and countless emails and calls. In this first instance I was assisted by an individual by the name Rudi Underhay who works in your claims department.</p> <p> </p> <p>Rudi sent me a list of approved and recommended repairers that were close to me and from there I had to select a repairer for my vehicle. Now when the accident occurred I was assisted by a tow truck driver who got approval from the insurer to have my car towed to SMD Sandton. Subsequent to that with my car being there the insurer (PMD) sent their assessor (Inyathi Assessor) to assess the damage on the vehicle and then compile a repair cost summary. The report was compiled and the amount for repairs generated to the tune of R70 056.82. Of this the insurer was to contribute R24 000 towards repairs.</p> <p> </p> <p>I was happy with that because all I wanted was to get my vehicle repaired and back on the road in the condition it was before the accident. Mind you this was a brand new Ford Fiesta ST which I had purchased last December.</p> <p> </p> <p>From the list of repairers I chose Danmar Autobody from Roodepoort as they were the only repairers that are both Sambra and Ford approved (my vehicle was brand new and still under warranty hence the Ford approved repairer). With that said on the 19th of October I finally took the car to Danmar to get the repair process underway. I received the authorisation letter for repairs on the 12th of October 2016 to commence repairs from Lauren Welcome who also works in your claims department.</p> <p> </p> <p>On the 27th of October 2016 I received correspondence from the repairer that additional damage was found on the car which relates to the incident on the 20th August 2016 and a revised quote would be sent to me detailing the costs of repairs. This revised quote was compiled by the same assessor as the first namely Inyathi Assessors, the insurers assessor. This revised quote put the cost of repairers at R282 395.02.</p> <p> </p> <p>Now under my policy schedule with you guys if the cost of repairs is over the 80% threshold of the value of the vehicle, then the vehicle is a write-off. My vehicles new list price stands at R317 900.</p> <p> </p> <p>Now doing the math on that R282 395.02/ R317 900= 88.83%. Breaching the threshold of 80% and therefore making my car a write-off. I have communicated this to Lauren Welcome and Rudi Underhay and they have told me that they will forward this onto the assessment manager. This was last week and I have still not received any feedback from them even though I call and leave messages for them to call me back and send emails. I honestly believe this is grossly unfair and not treating customers fairly. I have held up my end of the bargain by making sure my premiums are received timeously every month.</p> <p> </p> <p>This incident occurred on the 20th of August 2016 and it is now the 31st of October 2016 (two months later) with no end in sight. I really deserve better than this!!</p> <p> </p> <p>This email to you is the first step in me alerting you to this gross negligence on your part as my insurer and notification that I will be taking further steps by making representations to the short term insurance ombudsman in order to get relief.</p> <p> </p> <p>I do hope you can assist in rectifying this issue. </p>