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Resolved ABSA iDirect — car insurance

Hi All.

Its with deep regret that I have to send this email, but I feel that it is necessary. I have been disappointed by the service and level of understanding of ABSA idirect insurance. I was in a minor accident on tuesday night 25-10-11after I had to avoid hitting a pedestrian, I bumped the pavement resulting in both my front wheels being deflated immediately. I was stranded and completely helpless at the moment as 3 days before this I was robbed in Pretoria, for which I also have a case number from the SAPD and video footage thereof as proof. Fortunately 3 minutes after the accident happened a tow-inn service vehicle passed me and I was more than happy for him to be able to assist me as we all know what it would be like being stranded alone in the dark at night in a rural area in Rustenburg. Now you, ABSA idirect refuse to help me with the tow-inn payment because I did not lodge a call immediately. So what would you do if you were alone in a town, far away from home? Would you leave your car and belongings alone at the side of the road, and go and look for a phone ? refusing help from the first possible service? I doubt it. In the moment of such a thing happen you panic, you fear for your safety, you don't care about what the insurance prefers you doing. Now the outcome is that I have to pay the release fee of possibly more than R2500.00, before ABSA would touch the car, just because I COULD NOT PHONE, and an excess of R2250, before collection of the car and repairs start. So what happens in the event of a person being seriously injured in an accident and is unable to phone? What happens if a phone is crushed in accident? Do all these cases go unattended to as well just because "you did not phone us" ? Its disappointing to say the least. All my business is done through ABSA, insurance, extra covers on finance, banking etc, everything, so should I fear for the 1st time I'm going to need service or assistance when I buy a house next year or take out a annuity as we'll ? I made the first call on wednesday morning 26-10-11 at 11 am From ABSA Rustenburg waterfall mall to claim, they said the system was off and would contact me back, I phoned again friday morning 28-10-11 and they said they would call me back, yesterday 31-10-11 finally I heard back and now you give a plain refusal to the situation. I thank you for the service as I take it as a lesson learned. I cancelled my previous insurance from Budget insurance as you contacted me promising a better service, now I regret that.
Quinten Swanepoel.
Policy number 0058 1887*001