Poor Claims Handling, Lack of Communication, and Delayed Vehicle Replacement

I would like to express my deep dissatisfaction with the service I have received regarding a motor vehicle claim that was submitted on 30 June 2026.

From the outset, the assessment process took significantly longer than anticipated. Following the assessment, a vehicle substitution was selected instead of a cash settlement. Unfortunately, this marked the beginning of an extremely frustrating and stressful experience.

I was informed that an excess payment was required immediately in order for the replacement vehicle to be shipped from Cape Town. Acting in good faith, I paid the excess without delay. Shortly thereafter, I was informed that the vehicle had been involved in an accident and was no longer available. As a result, a refund was requested from the dealer on 27 July 2026, yet to date I have still not received the refund.

In an effort to move the process forward, I personally assisted in sourcing an alternative vehicle by actively communicating with both the new dealer and the insurer. Despite my efforts and cooperation, the matter continued to drag on, with little progress being made until the matter was escalated.

Adding to my frustration, while still awaiting delivery of the replacement vehicle and without having received the dealer refund, an insurance quotation was prepared. I specifically requested that insurance only commence once the vehicle was in my possession. Despite this, I was debited for a vehicle that I did not yet have. I was then asked to obtain confirmation letters as proof, even though I had been in continuous communication with the insurer regarding the delays and challenges surrounding the procurement process.

Today, it has been one month and nineteen days since my claim was submitted, and the overall communication throughout this process has been extremely poor. I have had to constantly chase updates myself through phone calls and emails, often receiving little to no feedback. At no point did I feel proactively informed about the status of my claim.

The delays and lack of communication have had a significant impact on my daily life. Being without a vehicle has affected my ability to get to work and manage my day-to-day responsibilities. The additional transport costs and financial strain have only added to the stress of an already difficult situation.

What is most disappointing is that as the customer, I have felt responsible for driving the process forward every step of the way. A claims process should provide support and peace of mind during a challenging time, not create additional frustration and uncer*****y.

I hope this review highlights the importance of improved communication, accountability, and customer service for clients who rely on timely claim resolution and accurate information.

Claim submitted: 30 June 2026 Refund outstanding since: 27 July 2026 Main concerns: Poor communication, excessive delays, failure to provide proactive updates, refund delays, and being debited for insurance before taking possession of the replacement vehicle.