Service delivery, or rather the lack thereof

<p>We purchased a new vehicle in December 2015, and at the time my husband held a profile with ABSA bank (private baking, vehicle finance ect)</p> <p>We were at the time insured with Outsurance, who I might add we never had issues with. We decided due to the discounted rates brought upon by his profile, that we would opt to use ABSA Idirect instead. In the months that followed we felt it would be beneficial to move our entire policy over, namely our new vehicles, household contents, home cover ect.</p> <p>We have never been ones to extensively claim, but as such, unforeseen circumstances do happen and when such have occured with previous insurer, there were no hiccups and smooth sailing was definitely the way to go.<br />Towards the end of last year I broke down on the side of the road, early evening while on a highway. In a panic, I contacted the roadside assistance, who advised me that they cannot help me, and I would need to proceed with towing my own vehicle to their depot to which they could assist me on the Monday (this was a Friday)</p> <p>None the less, we sorted it out ourselves, and thought nothing of eventually even adding and specifying contents such as cell phones since this.</p> <p>My husband is a crane operator and dropped his cell phone out of his pocket whilst climbing up the crane - BRILLIANT, just a week or two before christmas! I contacted the insurance who advised a service partner would contact me to have the phone assessed. Two weeks had gone and bearing in mind that it was festive season, I did try stay calm and collected. To cut a long story short, eventually only after me following up regularly, the phone was assessed (I had to take time out of my day and spend money getting it there), but still I was yet to complain. The claims consultant, whom I might add seems as if she feels the world owes her something, has in no way been sympathetic nor willing to assist. I have only been spoken down to, or made to feel like we are ********* or in the wrong for claiming for something we have in fact paid for. It seemed as though any attempt has been thrown in to repudiate the claim. First proof of purchase (because this may in her words have been a second hand phone), as well as the day it was switched on first and switched off last. An important note I felt to mention to her, is the phone only insured in the event of usage? What if in the instance of purchasing the phone, never using it and keeping it in the box for a later stage, and upon opening it we accidently dropped it. Would this not have been covered due to it not having record of being switched on or off? I was advised by said claims consultant, that even though we have no history of claims, that she needs to make sure as in the event of other claims by other clients, they have been repudiuated due to *****. I might add that I am a financial advisor for a reputable insurer, and am more then aware of the implications and aftermath should I be claiming without justifiable reason. I definitely would not be wasting my time claiming for a phone if this was the case, and would make my time worthwhile. Throughout this all, over a month later, we are yet to come to a conclusion or get any assistance. Instead, we leave messages after messages which do not get returned, and send emails upon email which go unanswered. I would like to make certain that when going with an insurer, you do not only go for price but rather service delivery. Our previous policy was a few hundred rand more, however, the way we were made to feel like the most important clients went a long way, and did make the difference. My husband has provided everything at their request, we have spent time and effort and money to obtain whatever is needed, and yet my husband is still sitting without a phone. ABSA IDIRECT in my opinion is a waste of time and money, and upon further research it appears they are known to repudiate claims.</p>