POOR CUSTOMER SERVICE & SUPPORT!

I am writing to formally lodge a complaint regarding the handling of my recent motor vehicle insurance claim, specifically the lack of support I experienced from the ABSA INSURANCE AND FINANCIAL ADVISORS and the BROLINK claims consultant during this entire repair process. The assessor was Margin Shi from ABSA INSURANCE and the claims consultant from BROLINK was Zanele Kunene.

Following an accident that occurred on 25 February 2026, and of which was not my fault, my vehicle was referred to one of the approved panel beaters and was taken in on 26 February 2026. My vehicle was assessed by the panel beaters, and I was advised not to drive the vehicle due to the damage caused. ABSA INSURANCE only gave authorisation to the panel beaters on 26 March 2026; this was only done ONE MONTH LATER.

Due to my insurance plan, a courtesy vehicle was approved for 30 days however, the delay by ABSA INSURANCE in authorising the panel beaters to begin working on the vehicle resulted in me not having a vehicle as the 30 days expired and the panel beaters were still busy with my vehicle. Thirty days to provide authorisation is UNACCEPTABLE. It left me stranded without a vehicle, defeating the purpose of having an insurance plan with a courtesy car benefit.

Unfortunately, I was highly dissatisfied with the quality of the repair work carried out. When I raised my concerns, I expected guidance, intervention, and support from both the appointed assessor as well as my claims consultant. Regrettably, this was not the case when I discussed this with them.

As a result, I felt pressured into accepting my vehicle as the panel beaters had advised that they were going to start charging me storage fees for keeping my vehicle on their property despite me being unhappy with the repairs. I had no backing or assistance from ABSA INSURANCE in this regard; they simply expected me to just accept what was going on without any intervention. This experience has been deeply frustrating and disappointing, especially considering that I re**** on their institution for professional support and service during this process.

At a time when I was already dealing with the stress of the accident and its consequences, I found myself completely unsupported. The panel beaters were difficult to deal with, and despite my repeated concerns, neither the assessor nor the claims consultant took any meaningful steps to intervene or assist in resolving the issues. I was effectively left to handle the situation on my own. Eventually even mails and phone calls were not rep**** / answered to by them.

The level of service I received was unacceptable and falls far below what one would reasonably expect considering all insurance premiums are always timeously paid!

I will definitely consider changing over to a new insurance!

I trust that this matter will be taken seriously and that steps will be taken to address both my concerns and the broader issue of client support in similar situations.

Thank you.

Yours faithfully, Extremely unhappy Customer