Still Waiting After 8 Weeks – Virseker Claim Going Nowhere

I was involved in an accident on 26 August around 18:00, when I drove over a poorly visible speed bump marked only in black and white, with no chevron signs. An oncoming car’s headlights further reduced visibility. After the impact, my vehicle stopped immediately and was towed to S&M Mechanical Repairs in Mossel Bay, appointed by Virseker to assess and handle the vehicle.

On 2 September, the assessor inspected the vehicle without notifying me or the mechanic working on it. According to S&M, the oil pipe popped due to the impact, causing gearbox oil loss. Despite being informed of this, the assessor submitted his report before receiving the mechanic’s findings. He claimed it was due to wear and tear, not being an original Mercedes part and that the crimping specifications and hoses are not within manufacturer standards, yet three independent reports—from S&M Mechanical Repairs, Truck Tech, and a technical specialist—confirm there was no pre-existing fault and it was due to the impact.

I was never invited to the inspection and had to arrange a meeting myself. The assessor’s behavior was rude, dismissive, and unprofessional, to the point where even the mechanic commented on it.

This entire process has already cost me over R10,000 in car rental, plus additional expenses for independent reports—all due to delays, poor communication, and an incomplete assessment. The cost estimate used by the assessor excludes gearbox repairs, making it inaccurate and misleading.

After submitting a formal complaint to the Virseker dispute department, I was told I would receive feedback within 15 days, but still before the end of the month. Considering that my claim is already eight weeks old, this delay is unreasonable and shows a clear lack of urgency and accountability.

As a loyal, paying client, I expected professionalism, fairness, and efficiency—not constant follow-ups, unnecessary expenses, and emotional stress. This entire experience has been extremely frustrating and disappointing.