Car insurance ***/4

I am a client of PSG Insure. I got involved in an accident on 21 October 2021. The next day I was informed to collect my courtesy car from Car Rental company of their choice. After submitting my claim for repairs, authorization was granted to the repairer of PSG’s choice on 26 October 2021. This happened as result of my car being assessed from SMD holding. Thereafter, a message confirming authorisation as well as the name of the repairer was sent to me by PSG Insure claims consultant. At first, I had no problem as I believed everything should be handled by PSG as the insurer until such time I would be required to pay the excess at the time of collection. To my surprise when I visited the Repairs Centre I was told that the insurer has not covered all the repairs that needed to be done as caused by the accident. According to the Repairs Centre representative the insurer had authorized the damages on the front side of the car leaving out the rear damages. I failed to understand how did they arrive at that decision because my car was bumped from behind and ultimately got damaged on the front side as a result of crashing onto another car parked on the road side. I have made numerous follow ups with the insurer but they kept on insisting that they have authorized for full repairs. Only after 45 days later I was informed that it will be uneconomical to fix my car, and it’s going to be a write-off. Even at that point, this was just a hint not a decision made. At the same time the insurer informed the car rental that my courtesy car will not be extended. I suddenly realized that my claim was extraordinary in the manner that it took PSG Insure such a long time to make decision and by so doing dragged me into hardship without clear explanation or direction. While trying to get someone senior from PSG Insure to explain, the Car Rental company had already reported the courtesy car to its risk department. After being called on my cell phone by someone assigned to come and confiscate the courtesy car, I received the message that the courtesy car had been extended with 10 days to made it 55 days. The 55 days period has also expired without clarity on whether I still will be provided with a courtesy car or not. And, the car rental company is on my back again. Having said the above, what pains me the most is that I have submitted everything they wanted and still after so many calls I made to PSG Insure, no one senior wants to face me, I am only fighting with helpless junior staff that keep on providing scant responses. Since taking this policy I have never defaulted on premiums but today I have to beg for services set to be due to me. This company is determined to punish me in everyway without providing clear explanation. It is not my problem that they failed to make an accurate determination that the car is uneconomical to repair earlier. They allowed me to keep the courtesy car until expiry date while nothing was happening to my car on their side. Now I am set to wonder around without transport for myself as well as my family because of their fault. At this point I still have the expired (i.e for the second time) courtesy car in my possession due to their misleading position of not being clear of what should happen with the courtesy car. The premium has gone through this month but poor service continues, I really do not understand what is happening here. Moreover, I have come to understand and believe that even big, reputable companies such as PSG Insure do not treat all their clients fair and equal. If they cared for me as their client, they would not subject me to hardship at this time of the year, knowing that even if I have informed them that I would prefer to buy back my car in the event of write-off, it will not get fixed this year because all repairs centres have closed for festive holidays. The big question I ask my self is why should I be left without a mode of transport while I still pay the insurance, and as a result of the insurer’s fault and delays. Certainly, I have been disappointed by PSG Insure. The management must face me with helpful solutions, give the necessary customer care, stop the runaround, and do away with their face-off attitude. The following are details of my claim to PSG Insure: • Policy/Claim Number: PSGTP***