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LM
Lutho M

1 reviews | Active since Apr 2023

18 Apr 2023, 09:34

Poor service

I am very disappointed with the service of Abucus Insurance Limited.

I submitted my claim for a cellphone repair through Incredible Connection Canal Walk.

The claim was sent to Abacus on Thu, Mar 30, 2023 at 5:09 PM after I called Abacus on the Mon, May 03,2023 I was issued a claim number AB-C-***1 and received an email from Abacus employee, Simphiwe Ndlovu,confirming my claim will be approved on Fri, May 08,2023.

To this date my claim is not approved. I have called abacus call centre numerous times and after more than 2 weeks of follow ups am being told the matter is referred back to the store by Abacus claim officer Zanele.

This is very frustrating as I depend on my cell phone to conduct my work daily duties.

0
Replies (7)
Abacus Insurance Limited
Abacus Insurance Limited's reply18 Apr 2023, 10:49
Official
Dear Claimant,

Abacus Insurance apologizes for the delay in processing your claim. Please keep in mind that your claim is on hold while we wait for a repair quote for your damaged cell phone.

Our Claims Officer, Zanele;***  is in direct contact with Incredible Connection, Mark, who will arrange for a quote on the damage to your Samsung  cell phone.

Kind Regards

Abacus Insurance Customer Care
*** 
LM
Lutho M's update18 Apr 2023, 13:10
Reviewer Update
The quote was sent by Incredible Connection with the claim form, ID Copy and Affiidavit on Thu, Mar 30, 2023 at 5:09 PM. I even forwarded that email to Zanele as I was cc'd on it. See screen shots below. What quotation is she looking for now?

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LM
Lutho M's update18 Apr 2023, 13:15
Reviewer Update
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LM
Lutho M's update18 Apr 2023, 13:16
Reviewer Update
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Abacus Insurance Limited
Abacus Insurance Limited's reply18 Apr 2023, 13:49
Official
Dear Claimant,

Abacus Insurance has acknowledged your response. Please keep in mind that quotations for damage devices must be received by the designated Technical division within Incredible Connection.

Mark of IT Incredible Connection has prioritized the quotation of the damaged device as a matter of urgency.

Please feel free to contact our Claims Officer, Zanele, who is assigned to your claim.


Regards

Abacus Insurance Customer Care
***


LM
Lutho M's update26 Apr 2023, 08:45
Reviewer Update
I am very disappointed and frustrated by my cellphone situation and how the matter is being handled.

I handed in my device at Incredible connection on the Wed,19 March 2023 and I gave it to Mark.

As per Abacus instruction via Hellopeter the situation was going to be held urgently by Incredible connection, Mark also confirmed he will attend to the matter ASAP.

I was very disappointed that when I got to Incredible Connections yesterday and was advised the cell phone was only booked out yesterday.

I was told Incredible connection was waiting for abacus to book the collection as it only took place yesterday.

I would not recommend anyone to deal with both Abacus and Incredible connection,it's now been a month since the original claim was logged and still my cellphone is not fixed.

I have asked Zanele in my previous emails for your superior's email as I feel I need to escalate the matter,I haven't received any feedback from your side. Abacus just have no regard for customer service.

Abacus Insurance Limited
Abacus Insurance Limited's reply26 Apr 2023, 14:59
Official
Dear Claimant,

Abacus Insurance would like to confirm that your device is at the Repair Centre, CRM number *** and repair center ref 1***.  Abacus Insurance contacted them to emphasize the importance of prioritizing your device repair.

Abacus Insurance sincerely regrets the delay in processing your cell phone repair claim.

Thank you very much

Kind Regards

Abacus Insurance Customer Care
***