My absa idirect experience

I had an accident on the 6th of May 2024 and registered my claim the following day as the claims department is closed on a Sunday. The consultant who helped me then said I would receive a call the following day from the person my claim will be dealt with by and then I enquired about getting a courtesy car because I had taken one when I was taking the insurance then I was told that in an hour I will be getting a call from a consultant who will assist me in getting a call and I can get it on that day. After two hours and not received a call so I had to call and ask one of the consultants if is it possible for me to get a car hire today because I need to get to work the following day then that consultant said car has take about 14 days. I then consulted with the family member who has had insurance about how long it takes to get a courtesy car and I was told that I am supposed to get it today. I then called back and got a different consultant who then said yes they can assist me but then it was already 3 o’clock and most of Avis branches close at 4:30 and they need about two hours for me to get a car hire. I then said I will get the car from the airport as they open 24 seven and then I managed to get a car at 7 o’clock in the evening. As I was speaking to the consultant about getting the car hire I was told that I’m only gonna get it for 20 days as I requested an automatic which was a surprise to me because when I was taking the policy I specifically asked the consultant if I could get an automatic and nothing was mentioned about days being decreased if I take an automatic so I had known that I can get a car hire for 30 days and in all the documents that were provided to me when I signed up with Absa there is no way where it states that if you could automatic the days decreased to 20 days . I then called the insurance to get the recording of the day I took the insurance with the consultants spoke to me about what I’m gonna get and what’s including my policy the first consultant said it will take 24 hours and one day pass and got nothing. Two days later I called and another consultant said it takes 72 hours so I should expected the following Tuesday because I think it was a Friday that I was calling. On following Tuesday I called and then the consultant told me that it takes up to 14 days to get the recording at this point I don’t know which consultant to believe as they are all telling me different days I then tell her that I’m not dropping the call until I get the record recording then next thing she tells me that the recording needs to be posted it cannot be emailed. I then asked to speak to management and was on hold then after a long time I was told that there is no manager who is available to assist me so I spent a whole hour and a half on a phone call and did not get assisted at all .

Back to the car claim incident, since I was told by the consultant that helped me on the Monday after my accident then I’ll get a call from the person that allocate to my claim to I waited waited to get a call from the person who has been assigned to my claim I heard nothing on Tuesday nothing on Wednesday nothing on Thursday nothing on Friday until I got an SMS on Sunday evening saying I need to call the person that they assigned to my claim which I found very odd as they always keen to call and ask people if they want insurance but for something like this I have to call them. I then called the person that was assigned my claim and then he claimed that he’d been trying to contact me but then the number wouldn’t go through so I’d asked if they had changed my number on the system because I’d previously called Absa and asked for them to change my number on the system as I had a different number to which the did not change my number so I called for nothing basically basically wasted my airtime. He didn’t informed me that they are busy with my claim and I should hear from him as soon as they approve my claim. Two weeks later I get an SMS saying that they are still waiting for something that they documented when I made changes to my policy. Due to my frustration about how if you consultant that I’m dealing with in these matters I always get different answers I want to go to the Absa idirect office when I searched on Google it is written that it’s in Roodepoort so I drove there only to find out that there is no longer their address I then attempted to call and no consultant helped me I was on call for over 30 minutes and no consultant picked up my call and help me. I tried different numbers some numbers said that they don’t exist. It is so frustrating that during the time that you’re stressed and not okay emotionally because of the accident that you’re just had now you have to fight the insurance people to get them to help you yet when you taking a claim they’re so willing to do whatever that you need if you telling them to call you on a specific day and a specific time they will make sure but when it comes to them having to help you with your claim they take forever. I honestly would not recommend absa insurance to anyone of my colleagues or family members because of how they are dealing with my claim. What’s even more heartbreaking is that I have never given them an issue when it comes to receiving their premiums and have been claim free for 1 year 4 month but when it comes to them fulfilling their obligations there are so many delays so many miscommunications.I’m even starting to think they won’t fix my car.