ABSA doesn't care for their customers!!!

On 21 November 2025 at 12:02, my family and I were involved in a motor vehicle accident. Upon arriving home, I immediately reported the incident to ABSA iDirect and provided the third-party details to Mbali. I also submitted photographs and a video to the appointed assessor, Shane Davies, who confirmed that he would assess the vehicle on Monday, 24 November 2025, which he did.

Following the assessment, I was advised that parts would be sourced and that I would receive feedback once this process was completed.

On 28 November 2025, I contacted the call centre to follow up and enquired about a courtesy vehicle. I was informed that I would only qualify for one once my vehicle was booked in with a panel beater. While this contradicted my previous insurance experiences, I accepted the explanation.

On 2 December 2025, I was informed that the matter had been concluded and that the assessor had recommended my vehicle be declared a write-off due to parts availability and repair time. This decision was both confusing and concerning, as there is no mechanical damage to the vehicle. It was fully drivable after the accident, with damage limited mainly to the bumper, headlights, and fog lights, and no damage to the radiator, intercooler, or other mechanical components.

I requested a copy of the assessor’s report and asked whether a cash-in-lieu settlement could be considered should the repair costs be deemed excessive. I was advised that this was not an option because the vehicle is financed. I further explained that I was retrenched in March 2025 and have been unemployed since. I am not in a financial position to purchase another vehicle. My own panel beater provided a revised quote reflecting a reduction of approximately R40,000, as certain components can be repaired instead of replaced. This quote was submitted to the assessor on Friday, 5 December 2025, and I was advised it would be escalated to management on Monday, 8 December 2025.

Despite this, on 9 December 2025, I was informed that the outcome remained unchanged and that the vehicle would still be written off. I reiterated that I do not accept this decision, as the estimated repair cost can be reduced to approximately R90,000, which is well below 60% of the vehicle’s retail value.

I have reviewed my policy wording and can find no clause stating that a cash-in-lieu settlement is prohibited solely because the vehicle is financed. I am repeatedly told that my only alternative is a buy-back option, which is unacceptable under the circumstances.

Additionally, despite paying for the benefit, I have not been provided with a courtesy vehicle, leaving my family and I without transport while this matter drags on.

I was advised to escalate the matter to *** and received an automated acknowledgement email on 10 December 2025, and since then no calls, emails or feedback on the matter. I sent an email on 17, 19 and 23 December 2025 requesting feedback, but still nothing. It has been over a month now, and I am still without transport and still no feedback.

The only person that assisted me to the best of their abilities was Mbali.

I am appalled by this service from your company!