ABSA Credit Protection as good as NO Protection

Credit Protection Plan through ABSA Vehicle Finance was suggested by Maritime Motors (Pty) Ltd, George. Letter of engagement was signed by client and Maritime Motors' representative, where after Maritime's representative forwarded the Letter of engagement to ABSA Vehicle and Asset Finance Credit Protection Department. The option taken by client, and which was agreed to and signed by client on 23/04/2024 as well as the representative of Maritime Motors (Pty) Ltd, was erroneously included by ABSA in the final ABSA Policy schedule. The option agreed to and signed for, was clearly chosen as DEATH AND DISIBILITY COVER, NO RETRENCHEMENT COVER.......ABSA changed the option to Death and Terminal illness, which was not the option chosen by the client. The client completely lost his eye sight in January 2025, after an accident. When Maritime Motors' representative was asked for assistance in the matter, she did not hesitate to refer the client to ABSA, she did not even try to assist in the matter, although she did the deal and presented the Letter of Engagement. When submitting the claim in order to get ABSA Credit Protection to settle the outstanding amount on vehicle, the client was informed that he did not have the option of Death and Disability protection. The client is in possession of a copy of the original Letter of Engagement which was presented by Maritime Motors (Pty) Ltd as well as a copy of the Credit Protection Policy Schedule which was created by ABSA. Clearly ABSA is at fault for not including the correct option on the Policy document. It does not help to try and speak to someone at the call center or at a branch. It seems like as long as you pay the premium on the policy, everything is fine, but if you dare to claim - even if the client is going through extreme trauma by losing his complete eyesight, there is no mercy, not even to mention that the particular client has been a loyal client at ABSA for over 30 years. The representative at Maritime Motors (Pty) Ltd also received her commission and thereafter has no further interest to assist her client. The outstanding amount on the vehicle would really not affect ABSA, but the interest in Customer Care is so minimal, they would rather just turn a blind eye and not get involved or walk the extra mile to assist a loyal customer who lost his career, his income, his confidence and his whole world which turned completely dark!