disorganised and slow claims process

I had to make a claim recently in which I was not at fault. After staying on hold for 30 minutes I had to go back to work and so chose to use the email option. They claim to get back to you after 24 hours but it was actually one week. I provided them with all the necessary information to be able to gain the information of the at fault driver. Unfortunately they didn't do this and asked that I get that information from the at fault driver. This was a little hard to do given that the driver hit my vehicle and then failed to notify me. So I didn't have that information. Another week went by with no response and I called QBE. The call centre staff member was polite enough, but his english skills were lacking. A number of times I had to reexplain something to him. He then told me that I would have to pay the excess (which I do not have) when I collected my car from the repairer as they hadn't had enough time to put in a registration request to get the information of the other driver. He told me that he needed a week or two. I told him that if they had of processed my claim correctly in the first place, they would have that information by now. All I received was an apology and that I would have to pay. I really didn't think this was a good enough service.

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