, POLICY CANCELLATION, AND POOR CLAIMS SERVICE

I am writing to formally express my dissatisfaction and lodge a complaint regarding the handling of my vehicle insurance policy and accident claim.

I purchased my vehicle approximately two months ago and took out insurance with Absa Direct Insurance. Since taking out the policy, my premiums have not been debited from my bank account for the first two months, despite the funds being available. At no point was I made aware of any problem with the debit orders or given a clear explanation as to why the payments were not being collected.

Unfortunately, I was involved in an accident this month, and my vehicle was taken in for assessment and claim processing. Throughout this process, I have been communicating with your call centre and following up on my claim. During these interactions, nobody informed me that my insurance policy had been cancelled or that there was an issue that could affect my claim.

I was therefore shocked when I was subsequently informed that my policy had been cancelled because two premiums had not been paid.

My concern is simple: if my premiums were supposed to be collected through a debit order, why were they not debited when the money was available in my account? If the debit orders failed or were never processed, why was I not notified promptly so that I could address the issue before it escalated?

I acknowledge that two payments are outstanding. However, I am extremely concerned that I was not made aware of the situation and that I only discovered the cancellation after my accident, when my vehicle was already in your possession for the claim.

I am also dissatisfied with the service I have received from the person handling my claim, Schalk Hopkins. The communication has been very poor, and I have had to make repeated calls to obtain updates. I have not received the proactive communication and assistance I would reasonably expect from an insurance provider, particularly when dealing with an accident claim.

What makes this experience even more frustrating is that, whenever I contact the call centre, I am repeatedly asked to rate the service. I find this unacceptable when my actual concerns remain unresolved and I am still struggling to obtain clear answers about my vehicle and claim.

I would therefore like Absa Direct Insurance to address the following matters urgently:

1. A full explanation of the missed debit orders: Please confirm whether the debit orders were submitted, whether they failed, and why the premiums were not collected despite sufficient funds being available. 2. Proof of communication regarding the outstanding premiums: Please provide records of any SMS messages, ***, calls, or other notices sent to me regarding the missed payments, the risk of cancellation, or the cancellation itself. 3. Clarification of the policy cancellation: Please provide the exact date of cancellation, the contractual basis for the decision, and an explanation of why I was not made aware of the issue before my accident. 4. An urgent review of my policy and accident claim: I request that Absa investigate the circumstances surrounding the missed debit orders and cancellation, and reconsider the decision in light of the facts. I also require written confirmation of how this decision affects my existing claim. 5. An investigation into the service received: Please review the handling of my claim by Schalk Hopkins, particularly the lack of communication and the repeated follow-ups I have had to make. 6. A clear update regarding my vehicle: Please confirm the current status of my vehicle, the progress of my claim, and what steps will be taken to resolve this matter.

I chose Absa Direct Insurance with the expectation that my vehicle would be properly insured and that I would receive assistance when I needed it most. Instead, I find myself dealing with an unexpected cancellation, unanswered questions, and poor communication at a time when I am already dealing with the consequences of an accident.

I do not believe this matter should be dismissed simply as two missed payments without first investigating why the premiums were not collected and whether I was properly informed of the situation.

I request that this complaint be escalated to a senior complaints manager and that I receive a written response addressing each of the concerns raised above. Given the seriousness of this matter and the fact that my vehicle is already with your service providers, I ask that it be treated as urgent.

I hope Absa will take accountability for investigating what happened and provide a fair and transparent resolution.