Extremely Dissatisfied with Insurance Claim Handling

I am compelled to share my experience with National Assurance Company Limited, which has been extremely frustrating and unprofessional in handling my vehicle claim. My 2024 Suzuki Swift 1.2 GL, with low mileage and no prior damage, was damaged in a hailstorm, and the handling of this claim has been completely unacceptable.

Timeline of Issues: 1. Initial Quotation • My panel beater submitted a full repair quotation of R78,655.84, including full roof panel replacement and comprehensive paintwork. 2. First Reduction • The insurer approved only R39,698.51, a drastic reduction that would not restore my vehicle to its pre-loss condition. 3. Second Reduction • I was later informed that the authorized repair amount was further reduced to R21,275.00, with an additional R5,000 excess payable by me. 4. Insured Value Discrepancy • My official policy confirmation (issued 14 March 2025, policy ) states my vehicle is insured for R233,900. • The insurer’s repair assessment initially reflected R137,900, and now the authorization of R21,275 is nowhere near sufficient to cover proper repairs. • I also wish to understand how the insured value of my vehicle could be reduced by almost R100,000 within a single year. I require a full explanation and confirmation that the correct insured value of R233,900 remains valid.

Additional Concerns: • We have waited 17 days for a decision, with little to no clear communication. • The repeated reductions in repair authorization demonstrate a lack of competence and transparency. • I have already experienced issues with a previous claim (a leather recliner damaged in the same hailstorm) which was mishandled. • The overall level of service from multiple representatives has been extremely disappointing, unprofessional, and inadequate. • I have made it clear that I will not accept substandard repairs and intend to involve Suzuki South Africa for independent verification.

Their repeated failures, poor communication, and lack of accountability contributed heavily to my frustration and loss of trust in National Assurance Company Limited.

Impact:

These reductions make it impossible to repair my vehicle to its pre-loss condition, compromising quality, safety, and manufacturer standards. The handling of my claim has caused me extreme frustration, financial stress, and a complete loss of confidence in the insurer.

Resolution Requested:

I am seeking: 1. A full written explanation for each reduction in authorized repair amounts. 2. Confirmation that my vehicle will be repaired properly to manufacturer standards. 3. Clarification and correction of the insured value discrepancy, ensuring my policy correctly reflects R233,900.

Given the repeated failures, incompetence, and unprofessional handling of my claims, I will escalate this matter to the Short-Term Insurance Ombudsman without further delay.