Citroen Delayed My Car Insurance Repair for Months - Ignored Warranty on Belt

Hello Dear Authorized Person,

The vehicle we purchased with interest from Citroen was insured with the comprehensive insurance policy offered and recommended by your company at the time of purchase. After a minor scrape, we returned to your business since we had insurance coverage. Even though we were not at fault, we waited four months for the expert report. It turns out the person handling our case at your business had left the job, which caused the delay. Eventually, the case was resolved and reviewed. You requested a part, we waited, and it arrived. However, the communication throughout this process has been very weak. Now, the insurance company says they are waiting for an invoice, while your team says you’re waiting for approval from the insurance. Currently, the latest update is that you are supposed to issue the invoice. I kindly request that you issue the invoice and inform us.

Another issue is that 20 days to 1 month after we received the vehicle, there was a problem with the belt. We had it towed to your business. You said the issue was resolved, but while the car was still there, we asked for it to be re-checked. We were then informed that the belt was faulty and needed replacement, and a fee was requested. We don’t understand how this is not covered by the warranty. We called customer service—as conscious customers, we know that some moving parts may not be covered—but when we asked how a belt isn’t included, they checked and confirmed that it is under warranty. What is the outcome of this issue? Has the belt been replaced? What happened? We kindly ask for your support.