Formal Compliant - Poor Service (ID No.: *** 080)

Good Day I would like to lodge a formal complaint against ABSA Asset / Vehicle Insurance. I was involved in an accident on the 07th of May 2022 subsequently after a relatively lengthy but understandable process, the conclusion or outcome was to have the motor vehicle written off. This is where is all goes haywire, according to your people the data capturers had somehow captured the incorrect VIN number on the application and the VIN number they had showed a 2012 model instead of 2015. I have a problem with this as this wasn’t my first/initial time lodging a claim with your insurance department and in that instance there was no mention of the VIN number being incorrect even when the banking details for the debit order changed and insurance agreement was adjusted / amended due to the primary drivers changing, there was still no mention of this “supposed” mishap when it came to the VIN number of the vehicle. I was not called to query the change in vehicle model or VIN but merely sent a new scheduled with a different sum insured, wrong VIN and wrong model - had I not read the new schedule sent to me and scanned through the details no one would have informed me of the mistake made which had an impact on the second claim I had lodged. Nonetheless I was informed that I needed to prove that the vehicle was indeed a 2015 model, I was requested to attain and send through the original insurance agreement contract (which mind you did not make sense since they should have considering , you created it & sent it to me) & the original registration document (which does not have a model year on it), I sent this documentation and it was confirmed. Then again out of nowhere I was informed that the premium I was paying was incorrect and an “error” was made from their side , we were informed that amount of R900.00 some change would be deducted from the sum insured to rectify this , again I accepted and allowed this. Mind you this is the 2nd error from ABSA Insurance’s side and yet somehow, I as the client have to prove and cover the costs of. After all of this I get sent document/s to sign and approve the amount that will be paid out , I am told to wait a couple of days however it doesn’t take too long once the payment has been approved. Again, I have an email stating that the payment has been approved from your side. I received this email on the 09th of June 2022. I am now being informed that since there was some additional damage to the vehicle a further amount R10 000.00 approx. would need to be deducted from the settlement amount in order to cover this. Firstly – when did they realize this and how could the claim be approved if this was the case , secondly how does a broken taillight that costs R450.00 approx. & rear bumper that costs approx.. R1000.00 get to R10 000.00, thirdly your people are now saying they made another mistake, and the claim was rejected – which means this is now the 3rd mistake made one claim all of which emanate from your side. There is nothing that can justify such appalling service or make one understand how 3 different mistakes can be made on one application even more I as the client am having to pay for or deal with this incompetency which is for the lack of a better work UNFAIR at the highest degree, this sort of service makes it come across as if you have no regard for the time spent and anguish a client must deal with when completing your processes. I have already had to accept the writing off my vehicle which in itself was a difficult process or pill to swallow nonetheless I did but having to be toyed with this way and sent from pillar to post , jumping through hoops just because someone causally & easily made mistake, mistakes I must pay for. I need this to be addressed and finalized as soon as possible as I currently have no vehicle and was offered no courtesy vehicle in the interim, I am incurring additional transport costs each day as I am forced to travel via public & communal transport.