Poor Insurance claims process

I would like to share an absolutely terrible claim process I went through as the premium payer of my sons Kia Rio 2017 model hatchback Out of the goodness of my heart I bought my son his first car as a gift and I was referred to Absa as an insurance underwriter. The tedious process I went through was as follows 1- I called in for a claim after 2 years of paying a premium of R1050 a month and having no claims up to the Month of July 2026, but authentication could not be completed instead of providing means of authentication i.e branch authentication? I was told I have failed and my claim could not be completed 2 -Absa then told me that my son has to call in and he did , he was then told I the premium payer would receive a call back which did not happen That was June 2026 till date the 5th of September 2026 I have received no call back 3- How long does it take for absa to call its clients back and provide fair assessment? Maybe is it a 90 day period? 4- No fair assessment was made by this company, but my account was gracefully debited, why can’t I get a RESPONSE on my claim.

If we cannot reach a fair resolution, is ABSA going to credit back my account with the R1050 they have debited for 23months without fail? Absa is liable to me to provide a fair outcome which they have not done, I don’t know If I have been profiled a certain way which makes me receive such treatment? Please may I get a response on my claim Do you not have assessors available? This is not what the Financial Sector Conduct Authority (FSCA) promotes nor does the Consumer Protection Act state that me as the consumer of your insurance product should be treated this way R1050 a month just to be put aside? Ridiculous!