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Hlumelo N

1 reviews | Active since Nov 2022

10 Nov 2022, 16:55

100% would never reccomend! Poor customer service etiquette :(

I filed a claim on Monday( 7/11/2022) for a ****** handset and I was promised a 2 business days turn around and received an acknowledgement email. I did not receive any further communication and I have had to follow up 3 times and each time I am told to forward documents for escalation purposes.

Today which is the 4th business day I was told that my claim is not in the system and that I can only follow up once I have a claim number that I knew nothing about by a very rude Sizeka who later dropped the line on me and did not care to call back.

I am currently very inconvenienced, I am not able to run my business nor go into the office for my official work. I never knew that this would be a nightmare because I am having a pretty smooth and communicative claim process with TFG for the laptop that was ****** with the phone.

I am very unsatisfied and I feel ****med.

0
Replies (8)
Abacus Insurance Limited
Abacus Insurance Limited's reply13 Nov 2022, 18:18
Official
Dear Claimant,

Abacus Insurance apologize for the delay in finalizing your claim.

Please be assured your claim complaint have escalated to Claims Management.

Regards

Abacus Insurance Customer Care
***
HN
Hlumelo N's update14 Nov 2022, 19:09
Reviewer Update
6 business days later my claim is still not registered on the system. This is the 3rd promised escalation. I called once again today and I was told to wait for a claim reference number, I asked to speak to a supervisor and I was told Mr Amos who is a team leader would call me before end of business day. He never called. So how long is a 2 business day turn around in Abacus terms?
Abacus Insurance Limited
Abacus Insurance Limited's reply15 Nov 2022, 10:12
Official
Dear Claimant,

Upon further investigation, your insurance policy ICR*** single asset 12-month cover expired on the 22 December 2021.  Therefore, unable to process your claim. 

Should you dispute, please do not hesitate to forward your dispute to ***.

Regards

Abacus Insurance Customer Care
***
HN
Hlumelo N's update15 Nov 2022, 12:53
Reviewer Update
That does not make sense, when I was sold insurance. I was sold a 2 year plan that would cover my entire contract which expires on 22 December 2022. Please send me proof of this! I am waiting!

HN
Hlumelo N's update15 Nov 2022, 12:56
Reviewer Update
Why would I walk around almost a full year with an uninsured device? The sales rep specifically said that it will cover the duration of my contract with incredible connections.

Abacus Insurance Limited
Abacus Insurance Limited's reply15 Nov 2022, 15:27
Official
Dear Claimant,

Please forward your correct contract account number and forward your claims documents to ***.

Regards

Abacus Insurance Customer Care
***
HN
Hlumelo N's update15 Nov 2022, 15:53
Reviewer Update
I am not able to see this email address. Hello Peter has hidden it. Please send me an email to my email address which I provided on the claim docs, they should be on the system and Sello Morake also has them because I had emailed them directly to him the 2nd time. I have also emailed incredible connections somerset west in the meantime. You can also get my contract number from them.

Abacus Insurance Limited
Abacus Insurance Limited's reply15 Nov 2022, 16:45
Official
Dear Claimant,

A DM mail will follow.

Regards

Abacus Insurance Customer Care
***