ABSA HOME INSURANCE NOT MEETING CONTRACT TERMS

My complaint is geyser based of which is inclusive in my Absa home insurance. I have been paying this insurance without fail since February 1992. Fastforward to 5 years later, my geyser burst. I was unaware of geyser damage until that year. It had damaged parts of my house and thinking that my insurance would step in, I approached them and they turned me down, and so I appealed. They resorted at concluding non maintenance on my part, funny thing is that they saw the damages the geyser had caused and replaced the geyser, but failed to repair the damages by the geyser. Although I have not skipped any payment on my insurance for the past twenty plus years, I did not get any returns. I had to take it upon myself to fix my home. Even though I had such experience, I carried on paying for the insurance and felt that I had no choice as its integral to my Absa bond terms, maybe they re**** on that, I would never know.

Again, the issue persisted with the geyser bursting in the next 5 years, which resulted in parts of my home being ruined. I claimed again and they repeated the same sentiments as the previous time and I had to fix my home with my own funds although I have insurance with them. They resorted to just replacing the geyser.

This issue happened again years after that with the same result. The latest incident being late last year 2020 where I notified them, as previous times to which they came to my house and evaluated the damage. This time I had a short video recorded by my kids as they had adviced since I had kept complaining to them about my grievances with the bank. I showed them this video and all they did was replace the geyser yet rejecting to fix damages. I appealed this outcome and a second inspector was sent by the bank to come reevaluate the damages and they saw that the house was damaged. Even at that, I ended up fixing my own house. Fortunately, this time the 2nd inspector arrived to my house being painted as part of the damages I was trying to fix out of my own pocket. I laid my grievance to them and they came to an agreement of coming to fix the house. They were taking such a long time to arrive until I decided to approach the 3rd party company which they had appointed to perform the job. It was brought to my knowledge by the company that the bank had approached them and said they should wait as they ( ABSA) want to first talk to me. I then called ABSA and was told that my claim is under a certain individual, but I ended up being helped by someone with the name Matsapelo, who didnt really help me out. I have exhausted so many airtime funds trying to get help to no avail as they would send me from pillar to post until I gave up. I am devastated by the treatment I have been receiving from this bank's home insurance division. After being assured that my home will get to be fixed and then being given the run around when time came for them to deliver. I am heavily frustrated and so exhausted and feel as if I am a non valued customer although I have been meeting my terms of contract when it came to paying each and every month for the past 29 years. I am in need of urgent assistance as I now think of taking the legal route!