I submitted a claim with ABSA Insurance in November 2025. My vehicle was only taken in for repairs in January 2026. I remained patient throughout the delay. The claim involved a sunroof issue. After inspection by the panel beaters and the assessor, it wa

I submitted a claim with ABSA Insurance in November 2025. My vehicle was only taken in for repairs in January 2026. I remained patient throughout the delay.

The claim involved a sunroof issue. After inspection by the panel beaters and the assessor, it was confirmed that the sunroof mechanism required repair. The vehicle was with the panel beaters for 5 days, after which they were unable to do the work and they outsourced the work to their preferred service providers.

Upon stripping the vehicle, the panel beaters service provider damaged my windscreen and discovered that the sun visor would need to be removed as it would be damaged during the repair process. I was then informed that I must pay R26,000 for the sun visor myself. I was also told to submit a separate claim for the windscreen — despite the fact that I did not damage my vehicle.

Mercedes-Benz has confirmed that when repairing the sunroof, the sun visor is included as part of the repair process. However, the assessor has instructed that only what was initially approved via pictures will be covered.

I have escalated the matter to ABSA, but I am told the assessor has the final say, and despite the assessor’s manager being copied on emails, there has been no response. There has been poor communication, lack of transparency, and no accountability.

My car has now been standing at the panel beaters service provider for more than 10 days with no repairs done because I am being forced to accept additional costs for damage I did not create.

I am extremely disappointed in the handling of my claim and the unfair treatment I am receiving as a paying client.