Complaint

I am totally unhappy with the service and treatment I have received from Absa Direct Insurance during the simplest process of me claiming for minor damages on my vehicle.

The issue at hand is regarding the claim on a Left Rear Bumper dent and Right fender dent.

All these dents happened in the same incident, details provided on the consulted when claiming.

When claiming for the damages, I was told that there will be two separate claims and two separate accesses that will need to be paid as the damages occurred in different motions regardless of whether it was the same incident. I have requested clarity on the matter of different motions for Incidences and how one can determine at what point it becomes a different motion as it was new information to me which caught me by surprise. I was informed that the damages did not happen at the same time because they are seconds apart and that I moved the car in different directions thus forming different motions (back and forth).

I have communicated with the consultant handling my case on this matter since the 2nd week of July which she was not aware of. She told me she would get further clarity on the matter, which she has done so telephonically. I further reviewed my policy schedule to read more on the matter for better understanding and acknowledgment as per the signed contract on these conditions which I could not find. I requested further documentation on these conditions, which I did not receive. I was also informed that it was standard industry procedure to lodge claims based on motions. I have even tried look up on ABSA direct insurance company to learn more on this condition, I however could not find anything.

I am really frustrated because it has been over two weeks now that the consultant are trying to get concrete clarity on this matter. I have requested for the writing on this condition as it is not in my policy schedule/contract. The consultant assisting me informed me that she would communicate with her superiors which she has, however her superior also communicated this to me verbally and did not have the documentation stipulating this rule/condition, she requested that I check online for these conditions, which I had already done and the process was fruitless. I therefore have nothing concrete to work with when it comes to this matter. I find it to be unfair that as a paying client I encounter such difficulties, particularly with unwritten rules/conditions that were never communicated or signed upon. It would have been better had this been a been a condition or written rule as like other rules/conditions on the policy schedule so that I know I signed to it thus providing my consent. It is really sad that new information like this comes up in claims processes. It is also unfair to expect clients to pay for access amounts for such rules/conditions that are appearing more like hearsay, because why else would standard industry procedures not be stipulated in official documents like other rules/conditions for clients to be aware of? And also why is it so difficult for me as a paying client to get information that affects me?

I am extremely unhappy with this process and the challenges I'm experiencing more especially for such minor claims. It would be unfortunate for me to have to consider switching my insurance to different company all because of the misinformation and withholding of crucial information your company is doing to clients like myself.

I have never claimed for damages before and this give me a clear indication that should I have major claim in the furture I will encounter serious problems despite consistent payments.

Your urgent response is highly appreciate as I need my car to be fixed.