No more words

Dear Ombudsman,

I am writing to lodge a formal complaint regarding an insurance claim that has been ongoing since 13 April 2026 and remains unresolved due to repeated repair failures and poor workmanship. My claim was logged with Absa iDirect.

My daughter’s vehicle was submitted for repairs through my insurer following an approved claim. Despite the considerable time that has elapsed since the claim was lodged, the repairs have not been completed to an acceptable standard. The vehicle has been returned for corrective repairs on multiple occasions, yet each time either the original defects remain unresolved or additional damages are discovered.

This ongoing situation has caused significant inconvenience, frustration, and disruption to my daily life. I have acted in good faith throughout the process, cooperated fully with all requests, and provided the repairer and insurer with multiple opportunities to rectify the issues. Unfortunately, the quality of workmanship has consistently fallen below acceptable standards.

In addition, I paid an excess of R17,000 with the expectation that my vehicle would be restored to its pre-loss condition. To date, this has not occurred. Instead, I have been subjected to prolonged delays, repeated visits, loss of time, transport-related inconveniences, and the stress associated with an unresolved claim.

I respectfully request that the Ombudsman investigate the following:

1. The excessive delay in finalising my claim since 13 April 2026. 2. The quality of repairs and repeated poor workmanship. 3. The appearance of additional damages following repair attempts. 4. Whether the insurer and repairer have fulfilled their obligations to restore the vehicle to its pre-loss condition. 5. Appropriate compensation for the inconvenience, delays, loss of use of the vehicle, and any additional costs incurred as a result of the ongoing repair failures.

I trust that this matter will receive urgent attention, as I have exhausted all reasonable avenues in attempting to resolve it directly with the insurer and repairer.

Thank you for your assistance, and I look forward to your response.

Yours faithfully,

Vaneshree Moonsamy ID No: *** Absa iDirect Claim number: *** Contact Number: *** Email: ***