Motor Accident claim SHS***

<p>I had bad experince with Standard Insurance when logging a motor accident claim. First on the 5th June when logging the claim it took me about 45 minutes to get through to call centre. I was finally assisted to arrange for the car to be towed and the consultant was helpful. My worst moments began on the 6th June. The claim was opened and the consultant that helped me took all the accident details and I told him that the accident report number will be released after 2days by the JMPD accident centre. After reporting that the vehicle has been involved in an accident I expecteed that your insurer would help to arrange for a courtesy car I was paying for the additional benefit but that was not done. I had to follow up and enquire about the courtesy car and was informed that the consultant that assisted me to open the claim did not request it. But it was finally arranged and i had to pick it up late at 8p.m. On the 8th June I submitted the accident number and was informed that an assessor will be assigned to assess the car before the claim gets approved. The assessment was finalised on the 11th. The next day I contacted the insurer to check on the progress of the claim and I will get feedback from the consultant assigned to the claim. The rest of the week there was no progress or any feedback on the claim. I kept calling the insurer and still no update. I enquire if there was anything that I should do as days were passing by and my car was not attended to. Only on 19 June I was informed I must submit the accident report yet when I gave them the accident number on the 8th and no one told me they failed to get the report and for the past week I checked with them as to what was delaying the claim from being approved and they did nothing. By the 20 June I requested the report from JMPD and submitted it to Standard Bank Insurance. My claim was finally approved on the 21st. Given that they had dragged the process and I have only left with a few days with the courtesy car, still no one contacted me to advise on the process and what they will do next. I had to follow up to see if the car has been towed to the approved panelbeater since the claim has been approved and the car is kept at Standard Bank's accident centre. To my suprise nothing was done. The request was sent after I spoke to the consultant. I informed them that I'm not satisfied with their service and that if I hadn't followed up, it means I wouldn't have been assisted. I asked to speak to their superiors so I can escalate the claim but was told no one was available. This shows that they care less about their customers yet we pay for the services rendered and I had the right to be told what's the progress on my car and they still kept it at their own premises. The car was finally towed on the 27th to the approved panelbeater. Due to them delaying the claim and sending the car late to be repaired they should consider extending the period for the courtesy car. If they had followed due process the car should have been completed prior to the expiry date for the courtesy car 30 days period. They cannot expect the panelbeater to finish the work within a week. I did everything Ipossible on my side to get my claim attended to but they had failed me. Their service is poor. They don't care. Even today I haven't received any feedback on my query. Their coutersy car is due and I am still paying for their service. I wish they can improve on their customer care service and claim turnaround time to keep thier customers happy. Just deliver on what you promise.</p>