Regent not protecting their clients

My mom made a for the 1st time on the 22nd of September 2017 because there was a burglary and the car keys were ******. The car was in a locked up garage and it only had one key. The claim was approved(claim number BDM 030679) and the vehicle had only one key. Regent sent a tow truck from KGN Motors & S****yard which came and uplifted the vehicle but while they were uplifting the vehicle, they forcefully loaded the car on the tow truck since the steering wheel was locked. The was a loud sound that came out while the were loading the vehicle. At that moment I was not sure where the sound came from.

Vehicle eventually got on the tow truck and it was taken to the supplier for new keys to be programmed.

When my mom went to collect the vehicle, only to find that the left rear wheel was not straight and there was warninf light which was on. She then informed the insurance and the insurance advised her to call KGN Motors & S****yard that they've damaged the car while uplifting it. There manager disputed that it's their fault and they not reliable for the damage caused. This took a month while trying to inform regent that the tow company they sent does not wanna assist.

I spoke to Karabo Dlamini who advised me to log a complain or do a new claim. That was after 3 months after the first claim and the vehicle was not drivable. My mom decided to do a new claim since she has not driven her car for 3 months.

She did second claim and it was approved (claim number BDM030804). An assessor from Regent(Rudzani Mativha) assessed the vehicle and confirmed the damage was caused by the towing company. My mom had to pay access after everything was replaced and fixed.

I really feel like it was unfair for my mom to be given a choice of making a new claim when else the car was damaged by the towing company sent by Regent. I believe that the moment the claim was made for the first time and once the vehicle was being uplifted to the supplier, Regent will be held responsible for the vehicle if something was wrong therefore you should take responsibility of the vehicle.