ABSA Home Insurance

Below: Email correspondance to ABSA HOC We need to give yourself an opportunity to explain the pathetic service ever received. Your Personal response (not an automated standard mail) is expected on COB on Monday 21 Nov Please, you are welcome to track our record with the bank..... never ever failed to pay – with the expectation to get the service that loyal customers deserve. Process that follow (in broad terms) over the 2 days • I reported the burst geyser at just after 8am on Thursday, 17th Nov via your call centre • After listing to a voice recording and pressing almost all digits, and employee eventually answered. • After been interrogated – eventually received a Ref no WITH the assurance that we will be contacted within 4 hours. He gave me the company name ITU Assist that would respond within 4 hours. So, it should be today at about 12H00 – correct? • The call centre consultant explained that there will be a R500 excess payable. • I followed up on the call centre conversation via email, to have everything in writing. Only got a reply after 12:00 on the email. • We received a SMS at 12:00 BUT –a sms send to us read .... the call out is scheduled for JAN 19 ???? at 12:00 pm THIS is not making any sense AT all.???? • Again, I sent an email and followed it up with a phone call the call centre • THEN me and my wife both started to phone (going through all the digits again – no speaking to different call centre consultants. All with good promises and a claim that there was a glitch in the system • NOW – we are promised that another plumbing company WILL be at our residence at 15:30 • I followed this up with an email – AND mentioned that we hope this would be dealt with as promised • The plumbing company arrived at our house at 17:30 the evening • Only to “assess” will be done and will then write a report – handed in the next morning • Okay (after been promised a 4-hour response) we are now 24h later – Friday 18th Nov • Again, start following up with various calls • During all these conversations we were notified that the excess payment is nou R800 • Next day, Friday • THEN – a new plumbing company pitched at our residence Friday morning – to do an assessment ... really ? (by the way – the 2 gentlemen don’t understand English at all – difficult to communicate • Again, start phoning to find out WHAT IS GOING ON !! • It is NOW exactly 16:28 on Friday afternoon – and the plumbing company is still busy with the repairs and installation. • I MUST make mention of the 2 gentlemen now sorting our and doing installations are both SO kind and apologetic on behalf of other people’s bad service. Please follow up on them – they are the only GOOD guys in the whole experience.

Repair on the damaged ceiling - promised and confirm call for Monday 13:00. Is it now Thursday - nobody even bothered to phone or emial I did not even include all the calls made to the plumbing companies – please check your own records. Surely (you claim) these calls are all recorded. I strongly suggest that you revise your SLA agreements with service providers and don’t commit to service you cannot deliver. From a deeply disappointed customer, and waiting in anticipation on your response