ABSA iDirect Pathetic Service!!!

<p>My car was damaged when it got towed on the 25th November 2016. iDirect service provider for Towing was Autohause.</p> <p>It took almost 3 weeks just to find out what the procedure is for putting through a claim for an incident like this. My first claim over the past 6.5 years that i have been insured with iDirect.</p> <p>After continuously getting the run around from one department to the next (customer care refers you to Claims, Claims refers you to Road Assist, Road Assist tells you to contact claims) - each time i have to repeat myself as to what the problem is, I eventually sent an email to complaints and action line on the 12th December 2016. </p> <p>Thereafter i got a call from Nash @ DigiCall - the company who deals with incidents with regards to Road Assist. I was asked for an official statement and proof of damage which i submitted. Autohause disputed the claim stating that i informed the driver that my car bumper was already damaged and that the photos depict previous accident damage. i asked for written statements and proof of pervious accident from Autohause which i never got. This got escalated and i awaited feedback. i was told to log a claim with the Claims department from ABSA iDirect which i did and was told to take my car in for an assessment whilst an investigation will be done. On the 9th January, the driver from Autohause phoned me - he went on about my bonet/bumper and rims being damaged ... i had only mentioned my bumper and one rim in my statement. He also told me that his boss wants him to pay for the damage to my car and then insulted me as well. I escalated this to action line, complaints, compliance - no response was ever received from anyone at ABSA.</p> <p>On the 17th January 2017, i got a call from Lindsay Lodewick of iDirect Claims telling me that my claim has been processed and i must pay the excess and take my car in for repairs. When i questioned her about the investigation and as to why i must pay for something their service provider is responsible for, i was told that if i dont want to pay the excess, she will close my claim and that they (iDirect) had concluded their internal investigation and found in favour of Autohause. I asked her for proof of this investigation and what proof was received and got told that iDirect does not have to provide me with anything as this was an internal investigation.</p> <p>Now iDirect investigating their service provider is the same as investiagting themselves since they are ultimately responsible as the towing service is part of their value added benefits for their clients. they dont care that their client has a complaint. now i must provide proof to them showing that my car was not damaged prior to being towed. written statements from Autohause was only received on the 19th January 2017 yet Lindsay contacted me 2 days earlier saying that their investigation was done and concluded??</p> <p>Autohause is also now questioning me as to why it took so long for me to log a claim - am i now also accountable for iDirects dismal service in dealing with this in the first place. complaining to anyone at ABSA is a waste of time. i can gauarantee you my account will be fully debited on the 1st of Next Month - that will be very qucik but try gettting help or advice from anyone at ABSA. you are treated and spoken to like a ********. All proof must be from the client to defend themselves - shouldnt it be the other way around?</p>