Insurance claim nightmare

I called in on Monday , 26 Feb 2018 to log a claim for my vehicle.

On Wednesday 28 Feb I called again to check the progress on this, the call centre agent advised that an assessor was appointed on Monday 26 Feb.

On Friday 2 March I called again to check if the assessor had gone out to assess my vehicle, they said that the assessor did not go out as yet and they also advised the turnaround time was 48 hours and I should call again on Tuesday 6 March.

I called in on Tuesday 6 March as advised to check the progress of my claim, I spoke to Sally who advised me that the assessor was only appointed on Monday 5 March. This was very upsetting as I was previously advised the assessor was appointed a week ago. She was unable to answer my questions. I asked for my call to be escalated and for someone to give me a correct update on my query before COB 6 March . Later that day I received a call from Waheed, he explained that the assessor when out on Monday to assess my vehicle and that he is awaiting the assessor’s report. The turnaround time for this would be 3 to 6 days. He also added that he had marked this as urgent.

On Wednesday, 7 March evening I received a call from the assessor to advised that my vehicle will be written, and to inform me that I will receive a call my insurance on the process going forward.

This morning Friday 9 March, I called the call centre to find out the progress of this claim, as I did not receive a call from my insurance.

The lady Noziwie explained that I need to send a copy of the log book to Waheed. I also asked why I did not receive a call from you to advise what was required from me. She said that Waheed was on leave yesterday and today and she doesn’t know when he is due to return. She said the team leader should have redirected my claim to someone else.

So after escalating this, i finally got my claim finalised. On 9 March, I also asked the lady to extend my car hire as it was only done for 20 days, so it needed to be extended for additional 10 days. I also asked when this is done will i received confirmation from her , she said no, the vendor will notify me.

I asked Waheed to confirm this week over email if the car hire was extended. I had to ask for the second time before he answered the questions. I don’t think they are adequately trained to deal with customers.

He then said: "I don’t see that an extension was done on the claim I also do see that you got the vehicle on 26.02.2018 So the return date will be on the 18.02.2018 We gave the vehicle for you for 20 days Also the claim has been finalize so therefore there will no longer be any extensions"

I then said to him: "When I called on Friday last week I asked for it to be extended to 30days. Please pull telephone recordings if required. I spoke to Noziwie from the call centre. My claim is finalised but I don’t have car. Why can’t the full 30-day benefit not be exercised as I have paid for this. "

I then asked him sent him 2 emails to ask for the policy and clause where this is stated and signed.

I have still not received a response from him.

By far my worse experience with the insurance. No brilliant basics at all.