Insurance claim taking to long and unavailability of consultants to assist. Appaling and shocking service!!!!

This is just to let my feelings known with regards to my claim with ABSA Idirect.

on September the 15th 2018(Friday) while driving leaving the office I hit the side pavement causing two tyres to burst and my car had dents on the left hand side. I then called the insurers call center who then organised a tow truck to pick up the car. The process was sooth and `i was happy with the service on the day. I then went to the nearest police station to report the incident and then

On monday September the 18th I then called the insurer to register a claim. I gave them all the details they required. I was subsequently in touch with the assessor by the name of Blake who was also of assistance.

later on I received a call from a lady named Kelebogile who was assigned to my claim. she then told me how much it would cost to fix the damages and that I have to pay an excess (naturally).

Things went south when she informed me that `i have to pay a certain percentage because they couldn’t get some details from my previous insurer (this is a background check” mind you). She then told ME to get the information, failing which I would have to pay a certain amount towards the damages (THIS IS JUST UNHEARD OF, and exactly one of the many reasons I will NEVER talk to my previous insurer or even recommend them).

on the 25 of October ( more than a month of me having logged in the complaint) I received an email stating that the claim was “successful” and that I need to pay the excess directly to the panel beaters. If I weren’t calm enough I would use words I never use and if this is the kind of service that ABSA Idirect renders to its customers they should be ashamed.

NOTHING was impressive during the process (besides the first day and my limited conversations with Blake). The updates are not timeous (if there are any) To top it all the panel beaters were not informed that they were supposed to do the repairs. It took me having to call them to inquire about the progress regarding the repairs and they absolutely had no idea what `i was talking about or who I was. They had no knowlege about the entire story (where the car was, who the insurer was, who was supposed to drop the car off…NOTHING) The contract states that a courtesy car will be hired for me for a period of 30 days but every eighth day AVIS sends me texts telling me to return their car. I then have to try and get hold of some call centre person to talk to Avis and try to get an extension which is annoying, tiring and time consuming!! It is now 7 October 2018 and I have to take the car back to Avis meaning I will be car less for God knows how long all because of the incompetence of some ABSA Idirect employee who could not give a damn.

I expected more and to say the least I have been more than disappointed. I am sure there are better insurance companies out there (RECOMMENDATIONS ARE WELCOME)