Poor Communication and People Not Doing Their Jobs

<p>I had an accident on 04 February 2017. I was told that I will not have to pay an excess as the amount will be recovered from the third party who bumped into me.</p> <p>The assessor never even informed me what the amount of the damage is even after I called to enquire about the report multiple times. This further reassured me that no excess would have to be paid. A month passed and I still had not received my car. On 06 March 2017 when I was supposed to receive the car, the panelbeater informed me that I have to pay R12 000 upon collection. </p> <p>I was very shocked as I knew nothing about it. I called Santam (Gladys Nthoba) who referred me to the assesor (Johan Du Preez). Johan stated it was also not his responsibility to inform me and referred me back to Santam. Gladys said it is part of my policy (which I don't dispute and that's the part she does not understand!) I know what my excess is per my schedule, BUT PER THE COMMUNICATION, I was told it would NOT BE PAYABLE as IT WILL BE RECOVERED FROM THE THIRD PARTY.</p> <p>What's worse, I do not even know whether my damages cost more than R12 000. No quotations were received either from Santam. They just decided to tow my car to Renew-it Randburg for repairs and that was it. </p> <p>So now where do I find R12 000 at such short notice??? And why is my car not even showing as ready for collection per Renew-it Randburg's tracking because it was supposed to be ready today??? </p> <p>I feel like this is a delay tactic by the insurer and panelbeater because they know I was not informed of amount payable and therefore I would not have it should they request payment, thus giving them more time to delay delivering the vehicle. </p> <p>I am very unhappy with the service! I don't know whether it is standard for Santam to not inform it's customers about amount of claims, amounts payable etc and to tell them no excess is payable and then suddenly change their mind. </p> <p>My *** 010 39</p>