Absa Idirect Claim no: ***

I got involved in an accident on the 07 April 2021. Due to circumstances at the accident i couldn't stop at the scene of accident. As I'm driving I noticed water leaking from the car and there was a panebeater nearby and i decided to drive into that panelbeater. I left my car at that panelbeater to report the accident at Midrand police station. Upon my return from the police station I called Absa Idirect Insurance to make a claim. I explained the situation to the Absa Idirect Consultant and he told me that if the panelbeater my car is at is not one of Absa Idirect's approved panelbeaters my car will have to be moved to the approved one. The Consultant then asked for the name and address of the panelbeater and I gave those details to him. After giving him those details the Consultant did not tell me that the car has to be moved and that gave me an impression that the panelbeater was one of Absa Idirect's approved panelbeaters. I then left the car at the panelbeater thinking that necessary arrangements will be made by Absa Idirect together with the panelbeater for the car to be repaired. On the 8th April 2021 I received a call from the towing company asking me to find out if the panelbeater has started with the car and that if they haven't started with it it will have to be moved. I called the panebeater and they told me that they have already started checking the car so that they can generate a quotation. The towing company then cancelled the towing.

On the 12th April 2021 I received a call from Absa Idirect Claims Consultant by the name of Refilwe telling me that I have to release the car from the panelbeater so that the insurance can tow it to an approved panelbeater and that I have to pay for storage costs for all the days the car stayed at the first panelbeater. I did not agree to the fact that I have to pay for the costs since i was not made aware from the first day that the panelbeater was not one of Absa Idirect's approved. Had I been informed I wouldn't have let the car stay there and the costs could have been avoided. Refilwe mentioned that the claim will be put on hold until I pay the costs and get the car released and was not happy with the decision.

On the 16th April 2021 I called Absa Idirect for a follow-up on my claim and I spoke to Lisle who is the Claims Manager. She mentioned that since I have been an Absa Idirect Client from 2015 and only claimed once I can be given an option to sign a disclaimer and be given cash to fix the car at any panelbeater. She asked me to email photos of the car and the quotation to Refilwe so that they can proceed with the claim. I then sent the quotation and photos on the 21st April 2021.

On the 22nd April 2021 I received a call from Refilwe saying that the Assessors are not happy with the photos and that I still have to pay the release fees for the car to be towed so that it can be assessed by the insurance assessors. I told her that I was still not happy with having to pay for storage costs and that if the insurance is paying for the costs I don't have a problem with my car being moved. I requested to speak to Lisle and during our conversation she also supported what Refilwe was saying.

I'm writing this because I feel unfairly treated by Absa Idirect Insurance. The only fee I'm expecting to pay as a client if I claim for an accident is excess of R2200. I was given an impression that the car is at an approved panelbeater since I wasn't told to move the car out of the panelbeater on the first day. At this moment the car spent 30 days at the panelbeater and I'm expected to pay the costs which I cannot afford. Absa Idirect insurance has put my claim on hold until I pay for the release of the car so that it can be repaired at their approved panelbeater.

As it is now I will be taking the rental car back to Avis as the 30 days has elapsed and I won't have car. I have a sister who is in hospital in Limpopo diagnosed of cancer who I have to visit on a regular basis but now because of this I won't be able to do that. I did not have a list of their Absa Idirect approved panelbeaters, I was not informed on the first day to move the car from the panelbeater I took it to, I feel it's unfair for me to be expected to pay storage costs for the car to be moved, I was also given an impression that the car can be repaired where it is but that was changed and I feel that Absa Idirect just doesn't want to pay for my claim as they are sending me from pillar to post.

All I'm asking for is for Absa Idirect to pay for my car to be repaired where it is or to pay the release costs for it to be repaired at their approved panelbeater.