Long time no posting here.. been completely buried with work the past several months.

Around 6 weeks ago (July 15, 2012), our car, a 2010 Mazda 2, crashed in the mountain roads near Tanay, Rizal. Lost control and skidded, eventually coming to rest on its side by a roadside ditch. It was brought back to QC via flatbed truck due to its non-drivable state c/o our insurance BPI-MS.

One day post-crash, we informed our insurance BPI-MS regarding the incident and subsequently filed an insurance claim, to which they responded by scheduling an inspection of the damaged vehicle at home the following day.

Later during the same week the car was brought to Mazda Quezon Avenue as per their request as they needed to do their own assessment of the damage to our vehicle. (MQA was incidentally a dealership accredited by BPI MS for repair.) Their estimate amounted to 476,000 which included their labor cost and replacement for damaged parts that were not seen by the initial inspector.

The following week (week 2), BPI-MS received the estimate made by MQA and scheduled an inspection... releasing an LOA for 240,000. The dealership refused to start ordering parts and initiating repairs due to the said discrepancy (which was due to un-assessed parts that needed to be replaced and as per the insurance’s claim, due to labor overpricing by the dealership).

At this point the body and repair in MQA began to cite that it was quite difficult contacting the claims assistant that was handling our case. (a certain “Rolly”)

The subsequent week, metro manila was lashed by the monsoon. Due to the fact that our car lost its rear windshield, water entered the cabin.

The following week (week 4), BPI-MS released an updated LOA amounting to 314,000 (Aug 17) (still with 160,000 discrepancy). Still no repairs could be done, since the dealership refuses to repair until the estimates match. We were able to talk to the body and repair service advisor and the claims assistant separately. The claims assistant was trying to haggle the price of the repair down, however, the person in the repair claimed that the claims assistant could hardly be contacted (this was true, the said claims assistant was most of the time “wala” o “busy”).

The same week, a customer service for claims in BPI-MS informed us that our case was being transferred to a different claims assistant, who then requested for dismantling prior to another re-inspection and re-evaluation.

Last week (week 5), we were again informed that our case was being given back to the original claims assistant, and that a reinspection was scheduled Thursday (Aug 23). On Friday (Aug 24), we contacted MQA to see if the reinspection was done, and it was not done. We called up BPI-MS the same day and they informed us that the reinspection was rescheduled to Saturday, Aug 25.

No inspection was done.

Mazda QA informed us this morning (Aug 28), that an inspection was scheduled for this day and that they would update us on further developments.

Around 4 PM we contacted BPI-MS claims, who then informed us that the unit had been inspected and that they were waiting for the report made by the inspector.

4:30 PM Today we were informed by the body and paint from MQA that the inspector from BPI-MS erroneously went to Ford Balintawak and that the said inspector would return on August 29.

We're kinda losing our patience here. We understand that these claims take some time, and that workload for insurance companies are really ramped up due to the floods but it seems that this is going nowhere.

We've been following up both the insurance and the dealership involved almost daily for the past three weeks and still there's no progress.

Would just like to have some advice on what we could do.