3rd party claim

<p>On 31 December 2016, my son used my car and was hit on the rear end by party insured by Santam. I am in Australia, so not much I can do from here. The worst part of this incident, is that I had actually sold the car, and the new owner was taking delivery on 2 January 2017. Panelshops were closed over that period, but my son was assured that the other party would handle the reporting of the accident, and forward details to my him.</p> <p>On 11 January 2017, the insured reveiced two quotes from a panel shop, which he forwards to Chantell Louw at Multi-Brokers, on 12 January 2017. On 19 January 2017 Chantall Louw requests the case number and 3rd party details, from the insured. The insured responds on the same day, advising Chantall he had visited the Kraaifontien Police Station on the 17th, and was advised it would be available on 20 January 2017. On 20 January 2017, my son is copied in on an e-mail from the insured to Chantall, (and he explicityly communicates to Chantell in the e-mail that 3rd party is copied), with case number, police report etc. To refer to her request regarding details of the third party, and her now having received it, she made no attempt to contact my son in order for him to send her the documents that was needed. </p> <p>On 2 Febraury 2017, nine working days after Chantell was in receipt of my son's details, my son forward a quote Multi-Brokers, as he thought maybe that's what they were waiting for. As he was informed that all panelshops now work on the same system, and cannot price parts more than the actual cost from the dealer, he thought one quote would be suffice. Again no response from her, requesting any documents from my son. </p> <p>On 21 February 2017, I asked my son to forward me all the correspondence, and on the same day I e-mailed Chantell to tell her that I think it is shocking that there had been no communication from them. I asked to get feedback by end of business the following day, or I would excercise my other rights and remedies with regards to the case. On 22 February 2017 I received an e-mail from Chantell with two files attached, which she received from Se**** Naidoo at their legal department, telling me to complete them. No apology whatsoever.</p> <p>On 28 February 2017, all the necessary documents were forwarded to Se**** Naidoo, Santam Legal Department, and his manager Jeanne Volschenk, was copied on the e-mail. I asked them very politely if they would please give some feedback by 3 March 2017, with regards to this matter, as the delays were not from my side, but due to the broker (Chantell) not giving feedback as to what was needed. I've communicated my sitation with regards to my relocation etc.</p> <p>Again, 10 working days later, not a word from anyone at legal, or from the broker. Now my question is, are no professionalism anymore, whereby, when you receive and e-mail, you have the common courtesy to respond to acknowledge receipt, and advise by when an answer can be expected. </p> <p>My one tyre was damaged in the accident, there is a good chance the rim is also damaged, as the tyre keeps on deflating. What if they send an assessor, and I've replaced tyre and it's perfect? </p> <p>I find this rather disturbing, and am considering laying a claim against their insured in a private capacity. Why should I be held to ransom, when I had no quilt in this whole situation. It's almost as if they think because it's a 3rd party claim, it's not as important as finalising claims from clients. Isn't that the reason they offer 3rd party cover as well, so that when their client is at fault, the 3rd party has the option to claim. </p> <p>I have lost a sale due to this accident, as obviously the other party no longer wants the car. It has been damaged, and the delay has been unacceptably long.</p> <p>All I want is some form of communication, and feedback. It really isn't that much to ask. Why do people not do the job they are being paid to do. </p>