Poor service ever.

<p>I bought my first vehicle in April 2016. A friend of mine referred me to an insurance company that she was currently using at the time. The insurance is Alexandra Forbes and I was made aware that it is registered under Absa bank.I contacted the broker to make arrangements for them to insure my car. Our conversation went well as I was assured a premium of R1200 and a excess fee of R3500 should my car be in an accident and needs to be fixed. I agreed to the comprehensive cover. I continued paying my premiums as agreed.</p> <p>On the 16th December 2016 I got involved in a car accident that left my car with a smashed windscreen, right side window and a destroyed bumper. The accident was not severe as the police who were responsible for the case requested that I remove the car from the drive way. I assure you that the car was still moving like before but only had external damages. I contacted my insurance and I was told I cannot get help on a public holiday.</p> <p>They were only able to help with a towing truck. On Monday I contacted my broker Marie Louise who sent me claim forms and arranged for a courtesy vehicle. I later received a message that my car will only be assessed on the first week of January because everyone is on holiday.</p> <p>In January I waited and waited but nothing was done. I kept receiving calls from storage people saying they have had my car since December and they will not release it without being paid. I contacted my broker and told me that the claim is with Charmain whom I think is her senior. I was promised an assessors report in a weeks time but weeks turned into 3 months now. I have sent countless emails but I'm not getting assistance. I was later told my car is a rideoff but I should also bare in mind that they will not pay all the settlement amount at the bank. I requested that they rather fix my car or atleast send me a copy of the assesor's report. I received an email saying the report is confidential to the company and now my car was moved to joburg without my knowledge. Charmain does not take my calls and I'm busy paying the bank for the car I don't have. <br />I am so disappointed by this treatment from the people I trusted with my vehicle.</p> <p>Furthermore I was advised that a full retail settlement value will not be paid, due to some terms and conditions that I am not even aware of. I requested to be furnished with a detailed voice recording of the contract, I was told that “ we don’t keep such data” in a nutshell. I understand that a service provider is obligated to provide a copy of contract should it be required.</p> <p>How do you prove it to me that I have a contract with you and I am aware of all the terms and conditions, when you failing to provide the copy?</p> <p>Your business practice is ********* and is not a type to be condoned by CPA as well as the Short Term insurance Ombudsman, should the lack of correspondence and assistance from your side persist I am planning to escalate the matter to The Ombudsman and Social media.</p> <p>I trust the above will fall in the hands of someone who understand the importance of Fair business practice.</p> <p><br />Claim number:960/621457<br />Policy number: ********** </p> <p>Keabetswe</p>