Ray Insurance Provided an Unsafe Replacement Vehicle Through Its Rental Partner
I have been a Ray Sigorta customer for at least five years and currently hold a vehicle casco insurance policy. However, the experience I have had since June 1, 2026, regarding a replacement vehicle request and customer service support has seriously damaged my confidence in the company and has made me reconsider renewing my policies in the future.
On June 1, 2026, I repeatedly called Ray Sigorta’s customer service line to request a replacement vehicle. Every time I navigated through multiple menu options, selected the replacement vehicle department, listened to the call recording notice, and waited for assistance, the call was disconnected without reaching an agent. This happened numerous times throughout the day and tested my patience as a long-term customer.
After being unable to reach anyone directly, I contacted the agency through which I purchased my policy and requested assistance. Eventually, I was connected to a representative in the replacement vehicle department named Şeyma (or possibly Şeyda). Despite explaining the situation in detail, I was effectively told that nothing could be done, leaving me feeling completely unsupported despite my loyalty to the company.
After significant effort, a replacement vehicle was finally arranged through Zeplin Araç Kiralama’s Eyüpsultan branch in Istanbul. Unfortunately, the condition of the vehicle provided was completely unacceptable. The interior roof light console was partially detached and eventually fell down while the vehicle was in motion, remaining connected only by its wiring. The seats contained cigarette burn marks, the doors produced loud noises when opening and closing, and the power window control module had come loose and appeared to have been crudely repaired with solder. The vehicle did not even include basic features such as a reversing camera, let alone parking sensors.
I do not believe that a vehicle in this condition should ever be provided as a replacement car under a casco insurance policy. The poor condition of the vehicle supplied by Ray Sigorta’s contracted rental provider reflects a serious lack of consideration for customer safety, comfort, and satisfaction.
As someone who has remained a customer for many years, I find this experience extremely disappointing. It has reached the point where I am seriously considering not renewing my policies and sharing my experience with others through consumer platforms and personal recommendations.
I respectfully request that Ray Sigorta urgently contact Zeplin Araç Kiralama and replace the current vehicle with a safe, clean, properly maintained, and roadworthy replacement vehicle. In addition, I request appropriate compensation or a partial refund for the inconvenience and dissatisfaction caused by both the repeated customer service failures and the unacceptable condition of the replacement vehicle provided.
I expect this matter to be treated seriously and resolved promptly in a manner that reflects the level of service customers should reasonably expect from a long-established insurance provider.
Progress
On 01.06.2026, I called your customer service number multiple times. To reach the replacement vehicle department, I had to go through at least 3–4 menu options each time (and I selected the replacement vehicle option every time). After the message saying, "This call is being recorded" I was kept waiting for a while and then the call was disconnected. Experiencing this repeatedly at different times throughout the day drove me absolutely crazy.
I requested that the company through which I purchased my policy contact me. Eventually, I was connected to the replacement vehicle department and spoke with a representative named Şeyma (or possibly Şeyda). Even after I explained the situation, they essentially told me there was nothing they could do.
I shared this grievance on several platforms, especially on the Xolvie website. I am also considering telling people around me about the inconvenience and frustration your company has caused me.
On the other hand, today, after a great deal of difficulty, a replacement vehicle was finally assigned to me. The vehicle that arrived looked as if it had come straight from a scrapyard. The panel surrounding the interior roof light was loose, and while driving, it completely fell down. The only thing holding it was the wiring. The seats had cigarette burn marks. The doors made loud noises when opening and closing. The window control panel was detached from its place and appeared to have been fixed with solder. It did not even have parking sensors, let alone a rear-view camera.
The replacement vehicle company you work with clearly reflects the value you place on your customers. I have been purchasing insurance policies from Ray Insurance for at least five years, but I am seriously reconsidering continuing with your company.
