Rejected Vehicle Claim

After waiting three months for my car claim (40078168-001-007) to be settled following an engine fire in my BMW, I am deeply disappointed to learn that the insurance (Santam) company has rejected my claim. During this time I was sent twice to the bank to collect a settlement letter, which only added to the delay and confusion. I am hurt and frustrated, and cannot think clearly about the next steps. My main concern is whether additional damage may have occurred to the engine while it was stripped for quotation. I now face the difficult reality of owing a vehicle that I cannot afford to repair, given the fire damage and possible further issues. While waiting for the investigation into the cause of the fire, I experienced extremely poor communication. I was repeatedly forced to call and request updates myself, and even the representative at Indwe was unable to provide clear answers. Eventually, I was told that the matter had been escalated to the Regional Manager, but no meaningful feedback was given. This lack of transparency and accountability has left me deeply disappointed. I paid my insurance premiums (R3204) faithfully believing that this sacrifice would protect me in times of need. Instead, I felt abandoned and unsupported, as though I was fetching water from a stream with a bucket full of holes and slap in my face. The rejection of my claim after months of waiting has caused me significant hardship, both financially and emotional distress for both of us. I am writing to further emphasize the impact that the handling of claim of my claim has had on my family. My husband was driving the car to work when the fire occurred, and he has been deeply affected by the incident. The emotional strain on him has been significant, as he experienced the event firsthand and continues to carry the weight of it's consequences.