Terrible service, poor workmanship, wasted time

Date of Accident: 28 August 2025 Claim Submission Date: 28 August 2025 Claim Assistant: Josh Meyer Assessor: Sean Roestoff Panel Beater: Rennies Panel Beaters

I am writing to formally raise a serious complaint regarding the handling of my accident claim and the ongoing delays, lack of communication, and poor workmanship by both King Price and the recommended panel beater, Rennies Panel Beaters.

At this point, I have lost confidence in how my claim is being managed, and I am deeply disappointed in the overall service. I took out insurance with King Price with the understanding that in the unfortunate event of an accident, my vehicle would be restored to its original, pre-accident condition by qualified professionals — not returned with repeated issues, poor workmanship, and constant delays.

Background

The accident occurred on 28 August 2025, when my vehicle was severely damaged in a rear-end collision caused by a taxi. The car was serviced regularly, timeously, and maintained in near-brand-new condition prior to the accident. In the first week of September, Assessor Sean Roestoff informed me that the car would not be written off but repaired using new Haval parts, as it was still under warranty. He strongly recommended Rennies Panel Beaters, assuring me of their quality workmanship and that he would personally oversee progress and keep me updated. Based on those assurances, I agreed to proceed with Rennies Panel Beaters. Summary of Delays and Mismanagement

Throughout September and October, I had to constantly follow up for updates as the repairs dragged on, and my courtesy vehicle hire risked expiring.

There were unnecessary delays in approving additional parts requests. Mr. Roestoff admitted verbally that some items were overlooked in communication between himself and the panel beater. Emails about car hire extension were sent to a staff member on leave, causing further delay and unnecessary stress. After numerous calls and messages, the car hire was eventually extended, but the process caused me significant time, expense, and emotional strain. Multiple Failed Return Attempts

First Attempt – 17 October 2025

I returned the courtesy car expecting to collect my repaired vehicle. After hours of waiting, I was informed the car was still at Haval for diagnostics and not ready. This was completely unprofessional and caused major inconvenience.

Second Attempt – 25 October 2025

Rennies delivered the vehicle to my home claiming it was ready. Within minutes, I found several visible defects:

Boot rubber misaligned, with a visible gap to the road. Towbar scratched and pushed in. Bumper visibly misaligned. Small section of paint incomplete (grey showing through Mars Red). Interior dirty and untidy. A hole/dent on the back seat material. The delivery driver photographed these issues, confirming them. This was the second failed handover and again showed that no quality check had been done.

Third Attempt – Early November 2025

I was told the vehicle was now ready for collection/delivery on 5 November, and both my son and I adjusted our work schedules and incurred Uber costs to be home. After waiting more than two hours, I was informed Mr. Rennie wanted to recheck the car and that delivery was cancelled.

Then on 7 November, I was told the vehicle would not be delivered on 8 November either, due to “unforeseen circumstances,” with no explanation provided despite my repeated messages.

These repeated postponements and failures show poor management and disregard for the client’s time and wellbeing.

My Concerns

The vehicle has now been in repair for over two months with no confirmed completion date. There have been three failed delivery attempts, each time with unresolved faults. The panel beater’s communication has been inconsistent, dismissive, and unprofessional. No alternate assessor was appointed during Mr. Roestoff’s leave. I have no assurance that original, authentic Haval parts were used. I have no documentation or guarantee regarding the quality and longevity of the spray-painting and workmanship. What I Expect from King Price

I respectfully request that King Price take immediate corrective action to restore my confidence and ensure this claim is resolved properly:

Appoint a new independent assessor (not currently associated with the case) to: Inspect the repair progress at Rennies Panel Beaters. Ensure that all parts used are original and authentic Haval parts. Verify that the vehicle is structurally and mechanically safe before I receive it. Provide me with written confirmation and evidence that: Genuine manufacturer-approved parts were used. Any spray-painting was done using approved processes. The workmanship and paint job carry a long-term guarantee. Provide a written explanation for the repeated delays, failed deliveries, and lack of communication. Reimburse reasonable expenses I incurred for transport due to these repeated miscommunications and postponements. Ensure the car hire remains available until the car has passed a full quality inspection by King Price and myself. I have been a loyal King Price client for years, trusting that in times like this, my insurer would handle matters efficiently, professionally, and with care. Unfortunately, this experience has left me questioning that trust.

I expect a formal response within five (5) business days confirming the next steps and the independent inspection arrangement.

If this issue is not resolved promptly and satisfactorily, I will have no choice but to escalate this matter to the Ombudsman for Short-Term Insurance (OSTI), supported by all documented communication, messages, and emails as evidence.