Bad service from referred panel beater

On the 1 April 2021 I got the confirmed email to confirm BOOKING FOR REPAIRS for the 13 April 2021. On the 9th April 2021, I received an email from the panel beater asking me to please confirm the correct VIN number on your vehicle as the one they have is incorrect. I responded to email 20 mins later to confirm my correct VIN/ Chassis number.

On the 13 April, I booked the car in for the repair and paid the R6500 excess on the very same morning and I was informed that the registration of the car was also incorrect on their side and that when I informed Iady from panel beter about the incorrect VIN number email sent to me as well.

Yesterday, 15 April 2021, I got a call from panel beater again to advise me they had ordered the wrong parts for the vehicle as they had the wrong VIN number and they will only receive the part the next day this resulting in me in an extra 2-day delay.

Today, 16 April 2021, I got another call from panel beater to inform me that they received confirmation from the Dealer that the two main parts needed for the vehicle is estimated to arrive mid May 2021 and would like to know if I would rather like to come and pick up the vehicle and book it back in when the parts arrive. I did go and pick up the vehicle at 2pm and its now with me.

Above is everything lined out from date of claim registered to current. I will be honest with you, I’m really not happy with the service that was provided to me. I don’t understand why this was not done prior to me booking the car in. I have also occurred additional cost by hiring a car for duration of the time the car was to be booked in for the repair.

This service is a very bad reflection of Santam and makes me question my policy.

As you mentioned in the telecom that on your side the claim shows withdrawn but I would like to know is how is it that Santam was not even aware that the car was booked in? How did the process fail?

There is absolutely nothing that can be offered to me but an apology which to be honest will not suffice. I have been a loyal client and I think I deserve better that to have to receive this outcome. As you know we are in a pandemic, lots of people lost their job and reduced salaries and including me, took a salary cut for the sake of feeding my family. It took allot to gather that R6500 excess and I had to be rushed to book my car in for repair as its needed for my job.

Thank you in advance.

Nicole Verkuil