ABSA IDirect - Be warned

I initiated two claims with IDirect. The first was for a windshield that was damaged. I requested a replacement. On the 29’th of November I received an authorization SMS at 9:50 AM Ref *** from IDirect. I was phoned on Monday the 2’nd of December by Glassfit Witbank. They informed me that they will be handling my claim. A lady with the name of Poppie was the contact person. I asked what windshield Glassfit would supply. Poppie informed me that it would be a Benson windshield. I inquired if the windshield was shatter proof. Poppie inquired if I would prefer a Shatterproof OEM. I said yes as the current windshield in the vehicle was an original OEM windshield. Poppie said that she would have to get authorization from IDirect. On the 2’nd of December at 1:39 PM I received the same authorization SMS from IDirect again. I assumed it was for the Shatterproof OEM. The replacement was scheduled for the 3’rd of December. On the 3’rd of December I signed in the vehicle at 7:30 AM. I was assured I would be able to collect the vehicle at 11:00 AM. By 14:00 PM I phoned Glassfit. Poppie answered. She informed me that the installation was just completed. I arrived, payed the R 550 as required and requested any documentation to prove that the windshield was a Shatterproof windshield. Poppie informed me that IDirect declined that claim. Not only did IDirect decline the claim for the Shatterproof OEM windshield but they also declined the Benson and only authorized a Safevue windshield. Poppie mentioned that IDirect was suppose to contact me to explain which they never did.

At first glance, I could tell that something was "off" about the windshield. The manager tried his best to convince me that it was a shatter proof windshield of sorts but I wasn’t convinced. He showed me other “broken” Safevue windshields that they replaced and it was clear that the windshields weren’t shatter proof at all. I could also tell that the gaps on the seals were bigger. The seals seemed “off” as well. The previous windshield was flush with the body and the new one appeared to be half as thick. I drove home and did some research. Glassfit’s website described the Safevue as “The more affordable option for cash shoppers” and “The budget option”. Turns out that the windshield isn’t shatter proof but uses laminating process. Some say that the windshield is “ok” and some had some very interesting complains. There are even questions surrounding the SABS approval. I did some pricing. No comment on that. In short, IDirect simply puts in the cheapest option regardless of what was originally installed without consulting the policyholder. I was under the impression that one’s premium is calculated based on the replacement value of the damaged component supplying the same quality or standard as the damaged component. That is after all what the insurance companies claim is the reason for the ever increasing premiums. In about two or three months I’m expecting a “cost of living has gone up so much you have to pay more for your insurance” letter. I can already see the next claim response “Sorry sir, you have a cheap windshield and we can only replace it with items of the same standard”. So my options are, just let it be and be a willing sucker or hope ombudsman can do something about it. Let me not get into the bumper respray farce.

I am very disappointed in ABSA IDirect! Now for that second claim and I can already see what is coming. Watch this space.