Pathetic Service from Renewtech/SAVM

I contacted them about 2 months ago to sort out the scratches on my car. They then sent me a list of approved service providers and requested for a quote, pictures of 4 sides of the vehicle and the mileage. We took some time in deciding which service provider we were going to use because I was in hospital for a few days and this issue took a back seat at that point.

My husband then visited a few service providers they had suggested and found 1 which was the best fit for us. We received a quote from them and took pictures of the car which I submitted and I received no response. I then called the customer service team from Renewtech and they advised me that the claim was closed and they would have to reopen it. They also told me that the pictures and quote are done incorrectly. The lady sent me an example of what the pictures should look like (which should have been explained when I first enquired) and advised me on what the correct quote would look like. My husband had to get a second quote and take new pictures which I submitted, again with no response from Renewtech. I called them to check if they received my mail and if it is correct because I did not receive any communication or acknowledgement from them. Eventually, I received a poorly written email requesting a vehicle checklist and something about incorrect attachments. There was absolutely no information in the mail advising me on who or how this checklist must be completed. I called Renewtech AGAIN only for them to tell me to go back to the service provider and have it completed by an assessor. After completing the assessment, the agent emails me to tell me they can send someone out to repair the car instead of using the service provider! Why was this not done at the beginning??? She then asked for more pictures of my vehicle which made no sense to me at all. I sent them through and the response I get is that it will only be processed by the assessment department today!

This is where my frustration comes in. This is very unnecessary and inconvenient. if I could cancel this service, I would. I've asked them what the requirements were multiple times when I called them and it was always something else each time, why can't they just tell you these things straight out?

The customer service team is absolutely pathetic as they all provide you with different bits of information, they have no customer service etiquette and are quite frankly not trained to be advisors. Some can't even answer questions about their services. They offer no resolution and would prefer to just stay silent on calls when you enquire about things, or drop the call for the matter. All in all, this process is going on for a whole month now with no resolve!