1 reviews | Active since Jun 2024
Absa Funeral Claims
It's with great disappointment and frustration to right about the poor customer service from ABSA Insurance. I took a funeral policy and there is now a death in the family for the family member I covered, and I submitted the claim on Friday - 07 June 2024 and all documents were submitted via their email address *** and upload. Until today 12 June 2024 I have not received the payment.
The auto reply email I received stated that I must allow 48 hours for the outcome. The email never stated that they don't work on weekends and on Monday I made follow up to their call centre wasting my airtime and I was told the claim is with the assessors for validation. Again on Tuesday I called and they stated the same that the claim is with assessors for review and validation. I asked for contact details of the assessor, they refused to give me and asked for the details of the manager they refused to give me. The consultant said he asked the assessor to contact me and he promised to give me a call to clarify the delays. Again I never received a call from the assessor. I sent the email to *** on Tuesday to follow up after not receive a call from assessor and there was no response.
Today 12 June 2024 I went to the bank branch and they put me on the call again to speak to the consultant and again I was told the claim is with the assessor for review and consultant refused to provide the me with contact details of his manager and assessor instead he the assessors will call. I asked him to transfer me to the assessors he said he can't and he spoke to the assessor and the assessor will call me. I asked for the assistance from the branch while I'm on the call they couldn't resolve the issue and I then refused to drop the call until I the assessor calls me on the cellphone. While speaking to the consultant I received a sms that my claim has been referred for review and the outcome will be within 15 working days. I told the consultant about the sms and he then put me hold and cameback and said my claim has been transferred to auditor and he transferred me to the auditor who said she just received the referral shortly and she listen to my frustration and promised to prioritise my claim. She assigned the claim to another auditor person to review my claim and the guy asked all questions and I sent all documents he requested and he stated he satisfied and he will send an email to ABSA claims department to proceed with the claim payment and he promised to give me feedback in few minutes as to when the payment will be done.
Before the end of business today I tried to call the auditors they both didn't answer their cellphones and I'm not sure what is happening now.
ABSA service is pathetic and disappointing that they fail to show urgency, sympathy, care and communication. I have never had such bad experience with the other banks before I regret why I even took this policy. What is the reasons of taking a funeral policy if you not going get the money to cover funeral costs. Now I need to incur extra costs.
To save yourself frustration don't take a policy with ABSA otherwise you will face the same frustration. Their branches can't even assist and you become a suspect because the policy is new. It's 5 days and still there is no outcome. PATHETIC SERVICE.
"Dear ***XX,
We refer to your complaint forwarded to our office regarding your funeral cover claim.
We can confirm that your funeral cover claim has been assessed and paid.
We extend our unconditional apology for the inconvenience caused as this is not aligned with Absa Bank's customer-centric service theme.
If you have any other questions on this case, please let me know by the end of business tomorrow 19/06/2024.
If we do not receive further additional input, we will close the case on our side."
I quite disappointed with their response and how they have handled my complain. It was just a formality to launch a complain within ABSA and to say they will investigate and get back to me. The claim was paid because I fought with their auditors who treated me like a suspect. They wanted to visit my family and ask about me and how I relate to my extended family member I covered. They had already called 5 relatives asking them about me and how I relate to my father's brother. I was embarrassed to my family and relatives the way I was treated as if I was ********. What customer centric service are they referring too. It’s a shame that this how they handle claims and especially when it comes to funeral claims. ABSA failed treat a person that lost family member with love and sympathy it’s all about money for ABSA. What makes me more angry is that you treat us like this because we are BLACKS and you investigate us as if we are ********s. It's worse because I’m banking with ABSA and they have all the details but they showed no sign of trusting whatever I said. They never called me to give me the feedback and they only sent this email on 18th in the afternoon and I saw this email at 4 PM today 19th of June but at 17h20 they had already closed my complain before my response. To be honest I’m worried with keeping other policies and banking with ABSA anymore if this how we are treated. My family is planning to cancel their bank accounts and policies with ABSA.
I hope people can see this and re-consider taking funeral policies with ABSA I don't wish to see another person experiencing how my claim was handled.
"Dear ***XX,
We refer to your complaint forwarded to our office regarding your funeral cover claim.
We can confirm that your funeral cover claim has been assessed and paid.
We extend our unconditional apology for the inconvenience caused as this is not aligned with Absa Bank's customer-centric service theme.
If you have any other questions on this case, please let me know by the end of business tomorrow 19/06/2024.
If we do not receive further additional input, we will close the case on our side."
I quite disappointed with their response and how they have handled my complain. It was just a formality to launch a complain within ABSA and to say they will investigate and get back to me. The claim was paid because I fought with their auditors who treated me like a suspect. They wanted to visit my family and ask about me and how I relate to my extended family member I covered. They had already called 5 relatives asking them about me and how I relate to my father's brother. I was embarrassed to my family and relatives the way I was treated as if I was ********. What customer centric service are they referring too. It’s a shame that this how they handle claims and especially when it comes to funeral claims. ABSA failed treat a person that lost family member with love and sympathy it’s all about money for ABSA. What makes me more angry is that you treat us like this because we are BLACKS and you investigate us as if we are ********s. It's worse because I’m banking with ABSA and they have all the details but they showed no sign of trusting whatever I said. They never called me to give me the feedback and they only sent this email on 18th in the afternoon and I saw this email at 4 PM today 19th of June but at 17h20 they had already closed my complain before my response. To be honest I’m worried with keeping other policies and banking with ABSA anymore if this how we are treated. My family is planning to cancel their bank accounts and policies with ABSA.
I hope people can see this and re-consider taking funeral policies with ABSA I don't wish to see another person experiencing how my claim was handled.