an Insurance Absa bank which is Inconsiderate of their clients at a time of pandemic lockdown

Good day My name is Mrs T Juta, I have been with absa idirect insurance for the last 10 years or so. I am very upset and disgusted with the type of service i got from them this year.

I met with an accident on the 13/03/2020, a truck had knocked me from behind, and upon impact, my back glass shattered and broke out completely, making my car unsafe to drive, even tho it is drivable.

on the 17th or 18th i had taken my vehicle to the panel beaters to get it evaluated and also authorization to go ahead and fix the vehicle, the panel beaters is Denver Panelbeaters in Isando.

A week later i called the panel beater to find out the status of me vehicle and the lady by the name of Vanessa, says that they were still waiting for the insurance for authorization.

In the interim i have taken the hired vehicle from Avis Isando. Upon hearing the president confirm a lockdown for our country, i have been going blue in the face trying to get hold of Absa idirect to find out how will this impact me, I had to then call the panel beaters myself to find out if they are closed as well as Avis, and both said yes they are closed.

Avis advised me to bring in the hired vehicle and to save my days and then take it back when the country is up and running again.

Unfortunately for me, I work for a company who is considered an essential service provider and hence i have to be at work during the lock down, which means i can not save the days on the hired vehicle as it is my only means of transport, and my vehicle is locked up at the panel beaters.

I have called the insurance company as well as the panel beaters to see how could they help me to save the days on the hired vehicle, if they could at least repair the back windscreen in the mean time, before the lock down, as per the panel beaters, they had told me that there is nothing they can do on their side to help me as they did not get the go ahead from the insurance to order or fix anything. In the same breath, Avis says that I am responsible to pay any extra days taken on the hired vehicle, and Absa Idirect is also not willing to help a loyal client out, by negotiating the extended days. Under normal circumstances, i know that my vehicle would have been fixed and ready within the 30 days, however this is not normal circumstances, and i DO NOT HAVE THE EXTRA CASH NOW TO PAY FOR ADDED VEHICLE HIRE EXPENSES. and should i return the hired vehicle on the 17/04/2020, how am i supposed to get to work. If Absa can guarantee that my vehicle will be fixed on the 16th and ready for collection on the 17/04/2020, then by all means i will return the hired vehicle, but if it is not, then absa WILL be held responsible to AVIS for the hired vehicle until my vehicle is repaired.

I am really getting sick and tired of ABSA'S pathetic service and unwillingness to help their clients out in the time of such need, and this is just not our country facing this pandemic, its the whole world, and if other businesses are willing to help their clients, why is absa not willing to go the extra mile, after all being a client of theirs for 10 years, should say something about my loyalty to them. I not only have my vehicle insurance with absa, but also my vehicle finance, over draft and my personal accounts/loans.

I have spoken to Riflwe/ Queen and Imbali in your claims department and not one of them could help with what i am looking for.

I have also sent an email to the CEO office and Lindiwe Ranetsa gave me feed back stating that my vehicle hire is extended to the 17/04/2020, which does not help me as my vehicle will not be repaired by then.

what i want is for ABSA Idirect to either negotiate and get avis to extend the vehicle hire until my vehicle is fixed without the added cost or for ABSA to carry the full cost of the extended vehicle hire for the duration of the time that my vehicle is repaired.

Please note that should this not be met, i will most definitely be contact all media forums and tell them about the unprofessional and inconsiderate service absa is offering their clients. and also make mention that NO ONE should consider this insurance in the near future, and if they do they will be making a grave mistake. and all existing clients like myself should look else where for better service. and i assure you all my accounts and insurance will be closed and i will give my business to the bank that really wants it and can provide better services. all my families and friends will come to know and also stop using absa bank.

I await your feedback to my complaint

Regards Mrs T Juta