Incorrect Claim Amount Affecting Premium and Claim Ratio

Dear Absa Insurance Customer Service

I am writing to formally lodge a complaint regarding the unresolved issue with my claim submitted in July 2024, which has resulted in unfair premium and excess increases on my policy.

Background: I submitted a vehicle claim in July 2024, which was approved for a specific amount. Upon collecting my car, I discovered poor workmanship, which led to the vehicle being returned for rework on three occasions. This was reported to both the assessor and Absa Insurance, and it was acknowledged that the additional rework was due to the panel beater’s fault. It was agreed that the cost of these reworks would not be for my account, but for the panel beater’s.

Ongoing Issue: In February 2025, I noticed a premium increase. When I queried this, I was told it was based on my claims ratio. Upon requesting a breakdown of the claim values, I discovered that the last claim done in July 2024 amount recorded was significantly higher than the original approved amount. This inflated amount included the cost of the reworks, which should not be reflected on my record. I was then told that I do not qualify for a refund, and was advised to contact the assessor, as he would be responsible for submitting an amendment to reflect the initial approved amount only. I engaged both the assessor and their manager, and they confirmed via email that the final claim total incorrectly includes the rework costs, and that this should not be used in calculating my claims ratio. The assessor's manager asked the original assessor (who handled my car and instructed the panel beater to do the rework) to confirm the initially approved amount before the reworks, so that the correct amount could be submitted to the relevant department. However, despite three months of follow-ups, there has been no response or resolution, and no amendment has been actioned on my account. Latest Concern: In July 2025, I received yet another policy update indicating that both my premium and excess will be increasing again, once more due to an inflated claims ratio. This is extremely frustrating and unfair, especially as I have not submitted any further claims since July 2024 and have never defaulted on any premium payments.

My Concerns: My claims ratio is being calculated using a claim amount that includes costs not incurred by me. My policy has seen two increases within the same year, despite no new claims or missed payments. I have made multiple follow-ups over three months, with no resolution from your side, despite internal acknowledgment of the issue.

Requested Actions: I hereby request the following: Immediate correction of the claim amount to reflect only the originally approved value, excluding any rework charges. A recalculation of my claims ratio using the correct claim amount. A review and adjustment of my premium and excess based on the corrected data, including any due refunds. Written confirmation that my account and policy have been corrected accordingly. I have all supporting emails from the assessor and their manager confirming the above facts and am willing to share them upon request.