Undelivered Service from FNB Insurance Brokers

Good day to you all

I lodged a claim with my broker (FNB) on 16/08/2019 and sent the required documents for processing of the claim to begin on 19/08/2019, which was on Monday as they do not open on weekends.

Europcar delivered the vehicle on the 19th August 2019 AND it was 18 September 2019 when I emailed this to the Insurance Broker and my vehicle has not been repaired to its full capacity nor returned back to me in the best condition. Europcar was to collect the goods today at 09h30 as per the sms they sent me and it was collected later then the time arranged and according to their sms, if the vehicle is not returned timeously, I shall be billed, which was done although the vehicle was collected late by their staff members.

The claim delayed being finalised because Oscar from the insurance broker delayed to forward the required documentation in time to Santam. Then Santam as a result prolonged to collect the goods from the 3rd party panelbeater which was arranged by FNB. If I do not call for an update, no one bothers to contact me and provide feedback. Numerous emails sent to the insurance but some have been ignored and not adhered to

As it stands, I do not have a vehicle to travel to work or go anywhere because of the inconvenience created by all the parties involved. My question is who is going to fork the bill to Europcar for the extended hours, if the panelbeater is not able to confirm the return date of my vehicle then how am I to travel to work and other places. How will I be compensated for the costs that will be incurred during this time period of not having my own vehicle due to delays of not finalizing the claim within the required time