Complaint

I am reporting a delayed and poorly handled luggage damage claim involving QMB Associates, which was referred to them by TWK Agri Brokers after an accident while travelling with Citybug Shuttle Service.

Incident

5 July 2025: I was involved in a Citybug accident travelling from OR Tambo to Nelspruit. I suffered multiple fractures to my spine and ribs, and my suitcase was damaged.

Claim registration and early follow-ups

August 2025: I began following up with Citybug regarding the damaged suitcase and was referred to TWK Agri Brokers to facilitate the claim.

Engagement with QMB Associates

10 November 2025: I submitted all required claim documentation to QMB Associates.

13 November 2025: Ms Nazeera from QMB Associates confirmed that all documentation was in order and that the claim was undergoing validation.

Further claim processing

30 January 2026: Ms Nazeera requested a quotation for the damaged suitcase.

11 February 2026: I submitted a quotation after visiting Game Ilanga Mall, where the same suitcase costs R6000.

20 February 2026: Ms Nazeera asked whether the quotation was for three suitcases, which I clarified was not the case.

6 March 2026: I followed up requesting an update, but received no response.

Despite complying with all requests and providing all required documentation, there has been no clear update or resolution for this claim.

I would appreciate:

A clear update on the status of my claim

Improved communication

Finalisation of the claim without further delays

— Sinazo Matyila