PATHETIC SERVICE

I have always believed that large financial institutions, especially one as established as ABSA, would value their customers and uphold their advertised service standards. Unfortunately, my experience with ABSA’s Activate Car Insurance has been the complete opposite — and I feel the public has the right to know.

On 7 August 2025 at 18:16, I sent an email to Activate Insurance. By 18:17, I received an automated confirmation of my enquiry (C-***0). Today is 15 August 2025 — over a week later — and I have yet to receive any follow-up, update, or assistance.

In an effort to get answers, I called their customer service line today at 14:00. My call was answered only after 20 minutes on hold, followed by another 20 minutes of waiting while the agent “checked” my account — only to be told that no enquiry had been logged at all.

This is not an isolated incident:

I have previously been overcharged on my premiums, with emails going unanswered.

My banker had to intervene in the past, which was another exhausting process.

I was recently told my policy is less than six months old, despite activating it in November 2024.

ABSA’s marketing claims a 24-hour response time. This is clearly false advertising in my case, as I have now waited over a week without resolution.

My Rights as a Consumer Under the Consumer Protection Act, No. 68 of 2008, I have the right to:

Fair and honest dealing (Section 40), which includes protection against misleading marketing and false representations.

Timely performance and completion of services (Section 54), which requires that services be delivered with reasonable care, skill, and within the agreed timeframes.

Full disclosure and transparency about terms, charges, and the nature of the services being provided.

Based on my experience, I believe ABSA’s Activate Car Insurance has failed to meet these obligations.

Consumers deserve better. If a company can advertise smooth, professional, and responsive service but consistently fail to deliver, then customers should know before trusting them with their business.

I hope ABSA takes this feedback seriously, not only for my sake but for every customer who expects honesty and reliability from a major bank and its insurance arm.