Complaint: Delay on Vehicle Repair and no assistance/feedback or solution

I would like to lodge a formal complaint regarding my claim on my vehicle that was in an accident. I am completely appalled by the service I have received from ABSA and their provider as well as the assessor. I have now been without a car from the date of the accident 30 November 2022 up to now. This is now 5 months.

I had an accident with my car, a Toyota Hilux 2005 model, on 30 November 2022. I tried to contact Absa Idirect to report the accident and only got through to them on the 5th of December 2022 to report the accident. It is very difficult to get through to the call centre and you have to wait very long to be assisted.

My claim was registered, a Panelbeater was assigned to me in Bela-Bela where I was residing at the time, but then was informed that all Pabelbeater workshops closed on the 15th of December 2022 and reopens on the 15th of January 2023 and that my car will be booked in for repairs once the Panelbeaters in Bela-Bela opens in January 2023.

I received an sms on the 17th of January 2023 from Absa and the Panelbeaters to confirm that they have assessed the car and the parts needed are being ordered, and once they receive the parts, I can book in the car. By the time I got the SMS I was already 2 months without my car.

I was only informed to bring my car to the Panel beaters on the 27th of February 2023. Since my vehicle is an old model (2005), it is very difficult to find the correct parts. This is now 3 months without a car.

As part of my car insurance I have a courtesy car option (rental car) and I received this rental car on the27 February 2023. As per the policy, you have 30 days access to the courtesy car.

In the meantime, every week when I follow-up on my car, between Absa and the Panelbeaters, they tell me they are still waiting for parts, or can't find the correct parts and it is a back and forth of couriering the parts.

By the 29th of March 2023 I had to return my courtesy car as my 30 days was over, but my car was still not near to being finished and returned to me. This is now 4 months without my car.

I enquired by Absa if I could extend my days on the courtesy car as I need to go to the office and I do not have any form of other transport. Absa just said no, my 30 days are over. I rented a car for a week or 2 on my account, but to pay over R5000 for 2 weeks of rental is insane. I now reside in Centurion and my office is in Rosebank.

I will no longer accept this. I am now insisting that either my car be written off and I am paid out the full amount or my insurance with ABSA provides me with a rental car, until my car is returned to me fixed.

I am not interested in any further delays, or excuses as I need my car in order to work.

I will be contacting the Ombudsman, as well as seeking legal advice on the way forward.

Further to this, I will make sure that every consumer in South Africa is warned never to use ABSA car insurance. I’ll use every platform and Social platform available to me to warn other consumers of the appalling service they can expect from ABSA Insurance.