Unreasonable Delays & Poor Communication – Still No Refund for Access Fee

I am extremely disappointed with the service I’ve received from SmartSure.

In November 2024, one of SmartSure’s clients caused an accident involving my vehicle. Both parties reported the incident to our respective insurers, and I submitted a claim through my insurance, which was successful. However, I was required to pay an access fee of R8,600 upfront.

Since then, I have been trying to recover the access fee from SmartSure, but I’ve encountered ongoing delays, poor communication, and no accountability. Despite numerous calls, emails, and follow-ups, I am constantly told to wait, or I receive no meaningful feedback at all. It has now been several months with no refund and no proper resolution.

This process has been frustrating and financially unfair, especially considering that their client was clearly at fault. As a third party, I expected better treatment and professionalism from an insurance provider.