Axsure a rip-off insurance

On the 11th of May 2019 I was involved in an accident on Hendrik Van Eck Boulevard just a Kilometre from my brothers home. My car was badly damaged when a young lady in a Maroon Polo changed lanes without checking her blind spot. After reporting the matter to the police and the lady taking full responsibly of the accident, the car was Towed away by a towing company appointed by the Axsure. We proceeded to file an Accident Report at the Vanderbijlpark Police station.

After I had received the Accident report number at the police station I resumed to submit my claim with Axsure. The next day we called in to find out were there car was stored, we were informed that the car is at some industrial area in Johannesburg but when we contacted the towing company we were told the vehicle is in Vanderbijlpark. We struggled to get any information from Axsure regarding the vehicle and when they were going to send an assessor. I waited well over two weeks before I could have an assessor contact me and I was later told that the car is now in Johannesburg.

Axsure went silent again and I constantly had to call them and try to get assistance regarding the progress of my claim, this went on for well over a month where I was sent from pillar to post and no information filtered to me. The insurance of the young lady that was involved in the accident contacted me more often, something that my own insurance had been failing to do religiously.

The assessor finally contacted me during mid June and declared the car a write off. With the decision taken I again waited for Axsure to give me a verdict of my claim and again I was left in the dark. I constantly called the company, spending long durations on the phone, holding to get assistance.

I lodged a complaint against the insurers decision to decline my claim solely because I was not at fault and the individual at fault took full responsibility and the insurer and the young lady’s insurance company is aware.

What really disappoints me is the manner my claim has been handled, Axsure has treated my claim with no care or interest, they have treated me and my situation to the lowest level of unprofessionalism I have ever came across, they decieved me as a client and in most instances ignored giving me any information about my claim. When I started pushing back about their poor service and the manner they are treating me as a client I was made to pay by my claim being rejected.

Despite the insurance company declining my claim, they are still deducting monthly premiums from my account , they contacted me to collect the car in 10 days from storage in order to avoid paying storage fees, I went there on a Saturday only to find the place closed. I called and asked for assistance but the matter was not resolved and the told me to come again on Monday with my own expenses. They are so bad at their service that they even failed to alert me that the places doesn’t operate on weekends. When I confronted them about this they said it is not their problem despite all the costs I incurred hiring a truck to tow the vehicle .