Insurance Claim (Awful Service and not loyal on promises)

I initially logged below complaint on Hello Peter on the 03rd Dec 2020.

------- I was involved in an accident on the 24th Oct 2020. Claim was logged with iDirect and I was given a Claim # of **********. The car was poorly assessed and the worse part is that the car was sitting by the panel beater for over a month and most parts were not assessed. The car was delivered by my mechanic yesterday because Schalk Hopkins and Alec David Ellery advised me that my vehicle had pre existing damaged that were not related to this accident.

I advised Alec through an email that I was not happy with the parts that they were willing to pay me a settlement amount for as some other parts were not included which were part of the claim I logged. Alec then requested that we meet by the car so that he can do a walk-though with me. I advised him that I won't manage to meet as I am attending to an urgent matter in Polokwane as my father is not well.

My vehicle was delivered by my mechanic on address provided to Schalk and Alec and it was delivered yesterday. My mechanic started assessing damages related to this claim and upon him opening the damaged oil sump he discovered that there were more damages to the following parts which were not included on the settlement amount.

- Oil Pump Cracked - Pieces of bearing particles inside the sump which shows that there might be more damages to some major parts on the car engine

We spend our hard earned money to ensure that in an event where I am involved in an accident, the insurer will deploy competent people to deal with my claim but it seems we as clients end up being **********. :-(

Report review ---------------- ABSA acknowledged message on the 04 Dec 2020, 08:14

Dear Elijah, Thank you for bringing this unfortunate matter to my attention and please accept my sincere apology for inconvenience caused. Your case reference number is C-**********2 . I will review the matter, and provide you with an expected timeframe for further feedback within the next hour. Kind regards, Basani Hlungwane Group Customer Care Absa Bank Ltd ------------------------------ 04 Dec 2020, 08:14

Dear Elijah, Thank you for bringing this unfortunate matter to my attention and please accept my sincere apology for inconvenience caused. Your case reference number is C-***2 . I will review the matter, and provide you with an expected timeframe for further feedback within the next hour. Kind regards, Basani Hlungwane Group Customer Care Absa Bank Ltd ---------------- Partial settlement was done on in December for visible damaged parts of which some were not included on the assessor's report. Had to drive from Polokwane to Johannesburg to prove my case that the assessor was *********** while assessing my car :-( . That was done in presence of the assessor and his Manager. We then agreed that when we pick up other damaged parts, they will make provision to settle. I send below comms to Tommy who admitted that some of the damages are classified as "Unseen Damages" that could have been missed by the assessor and that they will revert back to me. Since then I have been experiencing unpleasant responses from Alec who is part of the *********** people who did poor workmanship while assessing my vehicle. My vehicle was damaged in October 2020 and till now(7 months), my claim has not been settled in full. I would like to warn potential clients who are contemplating on getting new insurance to play far away from iDirect. ------------------------------------- Below is some of the comms between myself and iDirect

Tommy Venter

Good day Gents

Please advise on attached quote and below mail from client and advise if we will foot this bill. I am of the meaning that if the report states these damages are incident related we should be liable but if the report states it is not it should be for the clients account.

Further to above I would also request from the client to advise us when he takes the vehicle to the suspension specialist to enable us to arrange for an assessor to meet him there and discuss the incident with the specialist surrounding the incident description

@ Schalk Please advise if you have an update on the clients query regarding the cancellation of his policy and the reimbur*****t of premiums deducted.

Kind Regards ------------------- Elijah

Morning All,

I am really not happy with your communication methods ☹

I send below email on the 14th and no one bothered to respond or contact me.

On the 15th Jan 2021, I received attached email and I don’t know who arranged that. Can you please get back to me asap regarding this.

Also advise why is my vehicle being moved to Randburg Auto Repairs and how long are you guys going to keep it there? If it is relating to suspension, mac wheel and tyre then please advise whether there is a suspension specialist at Randburg Auto Repairs.

My main concern is that you guys kept my car for over a month by the panel beaters and no proper assessment was done and I am now left to find things on my own and also using my own funds to meet with you for things that could have been done while the car was with you.

Below are still outstanding as previously communicated.

 Damaged Suspension  Mac Wheel  Tyre  Front left wheel bearing might need to be replaced as there is vibration when braking  Vehicle jerking when changing gears

All issues mentioned above were non existant before the accident.

Also, can you please provide feedback regarding insurance cover because I received below sms on Friday regarding debit that will be going through on the 20th Jan 2021.

Please that I requested letter (via email) informing me that my insurance has been cancelled and the reasons why insurer is cancelling and nothing has been actioned on your end. So you guys keep complicating things from your end and I cannot keep advising you guys on things that you are supposed to be proficient in. I have my own work to do and I cannot be expected to be running after you to do what you are supposed to have done.

Please get back to me asap preferably today regarding issue of moving car.

Thanks and Regards, Elijah