DISGRUNTLED WITH SERVICE BY SANTAM INSURANCE

<p>My Toyota Etios Cross was ****** and recovered on 21/02/2017. It was a brand new car purchased early January 2017. I am insured with Santam my broker is Indwe. The car stood at Isipingo SAPS pound for 1 month (only after a month at the pound did insurance remove vehicle to their assessors). The bank who financed my car Al-Baraka called Santam, issued them with an updated bank settlement letter and stated verbally that I wish to purchase a new car and if they would settle the bank (cos technically Al-Baraka works in a way as if they are the "owners" until I settle them in full - so I was told). That didn't work. I wrote to Santam stating that as a female I am not comfortable to drive that vehicle again as I do not know the intent of the ******* for having stole my car and if it was planned to be used in any other ******** activity. A month later, that is, April 2017, I was told that the vehicle was to be repaired and returned to me once repaired and if I wished to sell the car thereafter I could. the damages were approximately R65000 and I owe bank about R180 000 so because damages are less than 75% of what is owed to the bank, works out cheaper for the insurance to repair the car.</p> <p><br />Two weeks later, May/June 2017, the car stood at panel city (which Santam chose as the panel beaters to repair vehicle). I called them they said they had no courtesy vehicle to loan me as all their courtesy vehicles were out. Eventually they arranged for a courtesy vehicle for 2-weeks. Two weeks later my car still wasn't ready and panel city said that need their vehicle back as the delay was with parts and Toyota needed to step in and loan me a vehicle.</p> <p><br />Toyota after much back and forth has arranged car hire for me for a month and the lady told me its for a month and they will extend it if takes longer (this was told to me telephonically). Today Toyota calls saying one month lapsed last Thurs and I need to return the car to Capital Car Hire. I said that wasn't what I was told by the lady from Toyota who arranged the courtesy car, so the gentleman who called me today said he'll confirm and get back to me if Toyota will extend the car hire. My gripe is also that I am paying the bank for a vehicle that is not in my possession and is not in working order. To-date I get sms's to say the car is awaiting parts.</p> <p><br />Please advise... I wish Santam to take liability for my losses (as i am paying for the passed 6-months for a vehicle that's not in my possession). It was Santamthat ultimately made decision to repair my car and they are refusing to accept responsibilty or take further steps - their response is that it's Toyota's fault delay with parts is not their fault. Surely, 6-moths later Santam should re-look at the situation that i am in as their customer (I continue paying them monthly for poor service). I sent Santam an email 02/08/2017 requesting response to appease my situation by 3pm on 02/08/2017 - to-date i have had no response.</p> <p><br />I really appreciate your assistance.</p>