I lost my peace of mind with Absa Insurance

I put in a claim late last year for my Honda to be fixed, The insurance provided a panel beater service provider and I had a courtesy car auto-issued for 20 days.

The panel beaters service provider took 16 days to return our car, indicating that the insurance had indicated they may use a second-hand part from the s**** dealers, however, the part did not fit. To that effect, we could pick up our car so we can return the courtesy car while they order the part from an overseas supplier.

The panel beaters phoned in Jan to indicate that the new part had arrived, I asked them to confirm how long it takes to fix the car but I could not get that answer from them in writing for almost a month now The panel beaters today offered and confirmed by email that they would cover the extra days.

I phoned today iDirect insurance call centre to explain to the consultant the situation and request for extension of days from iDirect. I maintain that it's inappropriate for me to make deals with the panel beater for the following reasons. 1. Panel beater said iDirect directed them to use second-hand material to repair the car that caused the delay in the first place. 2. iDirect selected the panel beater, it's iDirects service provider, not mine. 3. The service provider, does not have a contractual obligation towards me. 4. I expect complete service from iDirect until my car is fixed.

I have had a very unpleasant experience with the call centre agent named Esther Mabaso, she wasted so much of my work time today. After a very long frustrating call, I requested to speak to her manager. After a very long wait, I was told the manager Silvia Matlhavane was not available she was in a meeting, I can certainly tell you it does not take that long to find out that someone is in a meeting.

Here is my request I directly communicate in writing or otherwise that I have a courtesy car to drive for the duration of the fix.