Disgusted by the Service provided by Activate by Absa Insurance

On the 12th of Febraury I called Activate by Absa to request an assistance as my car couldn't start after driving in the rain. Upon logging the call, the lady I spoke indicated that the call needs to be logged as an accident for water damage despite my explanation that there was a warning sign which came up indicating the car battery was low. She then informed me that the car would be towed and taken to an assessment center in Wynburg.

Upon the car towing company arrival I then requested for them to check the battery as the was a warning sign, the towtruck driver declined to check saying it was not their job they were just told to come and tow the car.

On 13 February, I then called the customer contact center to log a claim as advised the previous day. I was told I needed to log the claim on the mobile app as that is where it will be picked, the claim was to be logged under flood so it can be aligned to the issue the car was alleged to be towed for. After logging the claim on the app, nothing indicated it was logged, I then called the contact centre again and they verified that they could see the claim and they would assign an assessor to go and look in terms of what the issue might be with the car. The two agents I spoke both asked where is the car location, meaning they couldn't see on their side that the car was towed and to where.

On 14 Feb, I then called the contact center to check whether an assessor was allocated to the claim. Spoke to Tshegofatso who said he would assign the assessor. He also asked where the car was location, I indicated it was towed to Wynberg.

On 15 Feb, I received a called from Allendre, asking whether the car was drivable and where is the car. I indicated that we were told that it was taken to Wynberg, she then said she can only go there on the Friday the 16th as she has been on the other side of town already. she will ensure the assessment report is sent to the claims dept by Monday te 19th.

On 19 Feb, I called the contact center again, they indicated they indicated that they still hadn't received the report and gave me the contact number for the assessors. Around midmorning, I then received a call from the regional manager Imagine, stating there was a mix up, the assessor didn't go on Friday to assess the ca, but was already on his way as we were on the call.

The assessor then called to indicate the outcome of the assessment was that the battery was flat and needs to be replaced. He then adviced that the car be towed back so we can sort out the battery. Later I got a call from the contact center confirming the car would be towed back but the process takes 48 hours.

20 Feb, My husband received a call from Auction Nation asking whether we wanted to sell the car, he indicated that we are not selling it. She said it is a standard protocol for them to ask whether we intend selling the car. i then called the regional manager who said the towing side is not his area of responsibility and it is a common practice by insurance to store cars in salvage storage, nothing will happen to the car. An email from Naomi from Auction Nation rep**** to Allendre to assist with arranging the towing, indicating the towing must be done on the 20th latest by the 21st.

21 Feb, no call was received yet regarding the car being returned. Called the contact center they indicated the would request Allendre to call. I then called Aneshen, he also said he would send an email for Allendre to call.

What a worst customer experience i received from ABSA idirect Insure. For the main fact there was no interest from the agent who logged the call to rather do an assessment first before towing the car, it says a lot about the caliber of people working there to support the process. But worse the insurance seems to be hard-wired on processes that they do not follow themselves leaving customers frustrated and uninformed its pathetic. Worse, you can't even track the progress of your claim on the mobile app despite them insisting you logging the claim on the app.

As I am typing this review, its 13h39, still no call from the towing company or assessor admin clerk. Quite disappointed and let down by this insurnace company