Bad service

<p>Dear HELLOPETER.COM,</p> <p><br /> Please can you assist me with the problem below.<br /> <br /> My name is Joan Sinivasan, I own a Polo Vivo 1.4 2013 model. I insured it with Absa Idirect, I have been with my current insurance since 2015. I use the vehicle with my son. <br /> In April 2017, around the 20th April I managed to get hold of my son, because I was getting worried about him being so quiet. And I needed him to bring the car back, but when I got hold of him, only then did he mention to me that he was in an accident. He drove into a pole and out of shock he got somebody to tow the car to his place, which was the closest to the scene, that's what he thought. <br /> When I got hold of him, I called the insurance, I was told to tell him to call and lodge the claim, since he was the driver, at the time of the accident. He called and a gentleman from the Insurance called me, that is when I asked about a car (courtesy). Avis called me and told I can come collect a car, that I did on the 25th April 2017. <br /> on the 25 May 2017, I had to return the car to Avis, but my claim was still far out, not yet completed (Approved or disapproved) The Consultant that is handling my claim, his name is Heindrich Smith, he was busy with my son, requesting documents, going to the scene of the accident, interviewing witnesses. When I called him to find out about the progress of the claim, he told me that we needed to meet, and I responded by saying, is my claim approved or declined, he could tell that to me over the phone and send an email to that effect, but he said we should rather meet. That was on Wednesday the 31 May 2017, I suggested we meet that same day, but he said I should send him an email with my work address and we can meet the next day which was on Thursday the 1st June, I said we could only meet at 14h00, because I was starting work late and my lunch hour is at 14h00, We could not meet and we met on Friday the 2nd June at 14h00m firstly he introduced himself and an Consultant for Absa Idirect and that he investigates accidents and before giving a report on the Claim. He told me that he is recording our conversation and told him about his finding. That the accident did not happen where my son said it happened, he has reliable sources that told him. <br /> In our meeting I had requested that he please do not make appointments with my, son and let us deal with the finalisation of the claim, because it has been going on for far too long. Mr Smith told me during our meeting that my car is a wright off. That really shocked me. And I am going to be in need of transport towards the end of June, because I will be attending workshops, for a month. I asked Mr Smith to please get the Towing people to tow my car back to my residential address, he agreed. Today is Monday the 05th June, Mr Smith has not contacted me, telephonically or via email. <br /> <br /> On Tuesday the 6th June 2017, after sending an email to Mr Smith regarding my claim, to enquire how far they are. I had no response, then I called on the morning of the 6th June, around 09h30. He tells me that he only saw my email in the morning, so he still has to write a report to Management, and submit it to them and wait for feedback from them. My worry now is had I not called and sent an email, when was he going to tell me all that. I am absolutely not happy with this Agent or Consultant's service at all. He came ready to tell me that my claim is going to be declined, but when I request that my car be towed back to my home, then he started stalling, however he has promised to come back to me before the end of business today the 6th June 2017, we'll see. <br /> Today Wednesday the 7th June 2017, I just received an email from the consultant that is dealing with my claim, saying that he has discussed with management and they have ordered him to complete the report, and in so doing he will arrange with the towing department and SMD to release the vehicle to my possession. The Bank is not saying anything to me, but the Consultant is now dealing with me, which is very confusing.<br /> Absa Idirect is not telling me if the claim is declined, but the consultant that was doing the investigation is telling me that my vehicle will be released to me, but nothing about the claim. <br /><br /></p>