ABSA home insurance claim- Damaged Roof by Sinekhona Contractors.

This letter is hereby a summary to inform you about the poor customer service that I have been receiving for ABSA bank home insurance. We, Mr and Mrs Ramkarran, the clients of ABSA home insurance have on several occasions made contact as well as had lengthy conversations with consultants in the claims department. I have notified them of my claim to my residing property, which had been repaired by Sinekhona contractors to a very poor standard of workmanship on the 17th of January 2018. This claim which had been processed on the 17th of January 2018, claim No ********** , policy No. ********** 814, has still not been rectified till date. Sinekhona contractors had carried out poor workmanship, caused damage to the inside of the property walls and ceiling and had not fully repaired the roof (stating that the roof is repaired yet the only work which was performed was applying membrane to the roof and not even matching the paint to the colour of the roof) after which in approximately 3 weeks of the work done by Sinekhona, the roof had still shown signs of leakages to a far greater degree in comparison to before any workmanship was performed, as well as evidence of the new skirting ,which had been replaced, had been falling out . This resulted in a second complaint about Sinekhona to ABSA, whereby the accessor (Mr Peter) was sent out, following this no information as well as failure of ABSA to notify me, the client, upon their decision with regards to the property. I, then had to once again contact the bank in order to query what was the assessors report.. At this point, I was notified that the contractors, Sinekhona, will contact me, in order for them to rectify and repair their neglected workmanship. Sinekhona contractors had then attended to the property in order to observe the leakages on a Saturday afternoon (14th July 2018), which they had then informed me that they will return that Monday(16th July 2018) to repair and reseal the roof. On the 16th,Sinekhona contractors had not come to repair the damages as well as still had the audacity to lie and inform ABSA that I was unavailable. There is numerous conversation that have been made with the claims department as well as several different consultants which I have spoken to namely, Bonani, Kevin, Kagiso and lastly Emma, that have been completely stating they are helpful, and have apologised numerous times stating they would sort out the matter with the contractors, which they have failed to do so. After this period of dealing with numerous unhelpful people, I had no other option but to seek assistance from the Ombudsman, which had placed me into contact with the Bank’s Dispute Resolution Unit, whereby I was contacted by Hector, an assistant from the Bank’s Dispute Resolution Unit, which had then informed me that the owner of Sinekhona, as well as his workers will come back to the property and repair the damages as from the second week in August 2018. As per the personal conversation between myself and Naresh, the owner of Sinekhona on the 26th of August 2018, were by the owner himself was dissatisfied by the work carried out by his workers, the owner had then asked to completely evaluate the property and the roof to identify the reason for the leaking roof. When the owner as well as his worker had climbed up onto the roof, they had damaged the roof sheeting of the bathroom area, leaving behind two major holes in the roof, thereby stating that they will be unable to respond to this on the Monday, as they already have work booked in for those days and will only be able to attend to the damages on that following Friday. The owner had advised that he will personally supervise the job and that his workers will source out a roof sheeting at the earliest, but rather that Friday had arrived, and they had not sourced out a sheeting as well as the owner had not arrived at the property , but rather had informed his worker to inform us that he will be unable to come to the property and supervise the job. After this a week had passed, and the company had managed to source out a refurbished roof sheeting that still had damages on it and had ask to apply this sheeting to the roof. After I had contacted ABSA insurance and had asked if they allow the placement of second handed goods to be installed into the property, the lady that I had spoken to rep**** no and I had not allowed them to make the fitting of the roof sheeting. Due to weather conditions, rain water had been entering the property, and therefore I was then required to contact ABSA insurance once again, in order to inform the contactors to come in to secure the damaged area where they broke the roof. They then had come into the property to cover the damage by applying a plastic roof cover on the damaged area and had placed bricks over it to secure the cover. Till date there is multiple leaks in the property including a major leak in the bathroom area. I am very disappointed with the types of responses that I have been receiving from ABSA till date, and the mere fact that I have to make all efforts in order for the bank to act shows that the service provided from ABSA bank home insurance is truly inadequate to provide a complete service to a client. Multiple damages to the inside of the property are clearly visible such as damage to the room carpet, room built in cupboards as well to some of the furniture. It shows that the service that ABSA home insurance provides is extremely poor, knowing that the service providers that came out to had caused more damage to the property. ABSA, who are contracting these jobs out to different companies should make it a cer*****y of the company that they get all details of what work that has been done, as well as be informed if the work has been complete. After making numerous calls to ABSA, I was then put into contact with Leigh Ann Perumal, who states that she is looking in the best interest of the client yet provides poor customer service. Leigh Ann Perumal, who is insistent that ABSA will settle this matter out, via a disbur*****t sum of R 8258.40. Leigh Ann Perumal has advised me (04th October 2018), that the best solution is a payment offer and I am to make a decision within 10 working days, and failure to do so will result in the file being closed and an endor*****t will be placed over the policy. Please be advised if the contractor is unable to source the material to replace the damaged area, how is the sum provided going to repair the roof and all damages The bank seems to have found this solution to the problem from the February till date, if this sum of money is adequate to repair all damage, why is the contractor failing to complete the job. . I would like to end by saying that I am extremely disappointed with the manner and service that I have received from ABSA. And I would like to find out if ABSA is waiting for something more serious to occur for them to decide to take a decision to resolve the problem. Once again knowing that the contractors were responsible for all damages occurred during this time and not natural damages. Thanks