ABSA INSURANCE IRRATIONALITY

I bought a vehicle a used BMW 320i G20 model for over R500 000.00 in February this year and insured it with ABSA Insurance. On 10 August 2024 someone rear ended my vehicle when we were driving in a slow moving traffic and damaged the boot and bumper of my vehicle. I lodged a claim with my insurer on 12 August and on 14 August I received a call from the insurance assessor who informed me that they will send my vehicle to BMW approved panelbeaters and I was happy that they acted within a reasonable time. Later that day the assessor called me and informed me that since my car has just came out of BMW factory warranty they will not send it to the BMW approved panelbeaters but other panelbeaters because according to them, once the vehicle is out of warranty or maintenance plan it can be repaired by use of second hand or aftermarket part. I was startled by such statements because in my view, a vehicle repaired by the unapproved panelbeaters may affect the value of the vehicle and that has nothing to do with warranty or maintenance plan and that will come to prejudice me when I have to trade the vehicle in at BMW. What I also find to be illogical is the reason for not taking the vehicle to BMW approved panelbeaters because they will claim the costs incurred from the wrongdoer. There is no doubt that I can't even share a blame for the collision but I have to risk losing value on my vehicle. I have written emails, made calls and there is simply no logic response. The only thing they kept on asking for is extension of the warranty, despite having told them that I did not extend it. I don't know if this insurance was for the warranty of the assist in making good the damage should I incurred same or are they trying to save costs for the wrongdoer because their stance does not serve me at all. Even today, almost a month since the accident I am driving a damaged vehicle as if I am not insured. This insurance is truly insulting my intelligence and seem not to care about me as a client. I asked that the matter be escalated to the manager and it appears that there is not even any such person called a manager and I can cancel the contract when and get a new insurance when the vehicle is still damaged. I am truly frustrated by this Insurance and I am also passed off. I explained that, in 2015 the same insurance sent my mercedes benz C Class vehicle to some panelbeaters after I was rear ended. The rear bumper was replaced and painted and few weeks later the paint developed some cracks and I returned the vehicle to the said panelbeaters who had to rework on the vehicle. After few days they explained to me that because the insurance did not approve the purchase of a new bumper they had to buy l the second hand one and after having worked on it they realized it was not really an original bumper and because of its quality it could not match well with the primer they used or the primer that was used before was not compatible with their paint. Something of that sort. What if they now get a second-hand boot or tailgate for my vehicle from a vehicle which boot was replaced with some cheap aftermarket boot and put that on my vehicle and when I trade the vehicle in after a year or two BMW undervalue my vehicle because of that? I AM NOT IMPRESSED. I THOUGHT I WAS GOING TO OBTAIN PROFESSIONAL AND GOOD SERVICE FROM ABSA INSURANCE.