Absa Home Owner Short Term Insurance incompetency in repairing peoples damaged houses.

Experience with Absa Homeowners Short Term Insurance has been terrible. Considering Absa being such a major bank in South Africa. In short, this has been my experience with Absa short term insurance: Good day We had the following claims submitted to Absa short term insurance and to date they haven't been resolved. Herewith are the details: 3 Different claims which resulted in other claims. *Claims submitted(please also use my ID no. *** as my policy no./claim no. - one of the claim no. is as follow: *** *The latest follow-up was today 27/07/2021 - 12:00, I spoke to Aubrey Medupe. After speaking to several call center agents and a consultant(supervisor) this matter has not been resolved. *My call records with Absa insurance should reflect all of this, as they claimed to be making notes, and all calls are recorded. The 3 different claims submitted are as follow: *Bedroom window has upstairs blown away by a storm and wind in Wynberg around 19/03 - 21/03/2021. The claim was submitted on 08/03/2012 but was only approved on 8/07/2021 with no communication from Absa insurance during that time. Recently after 3 appointments and cancellation of those appointments, only now 27/07/2012 are we told that they(the construction company assigned to this job) are in Johannesburg and won't be coming to fix the window. *Geyser fault happened early June 2021 - /We had to use our own service provided as our first claim had not been resolved then. We, therefore, requested a refund as the Geyser was covered in our insurance contract and this was also confirmed by Absa agents. Still waiting on the refund and what requirements they require from us for the refund to be finalized. The requirements email has only been sent today 27/07/2021 at 13:00. Only now!!! *This resulted in a ceiling leak/damage which we then submitted a claim on 04/07/2021 - a service provider called us 2-3 days later that they can't do the job because they are in Johannesburg and therefore rejecting this job from Absa. *This was also as a result of a roof leakage also causing the ceiling of the bedroom upstairs and the downstairs toilet ceiling and sidewall damages. Which also occurred during these rainy and windy conditions, together with the installation of the geyser.

The way these 3 claims were handled is very disappointing, to put it mildly, and no apology could just remedy the frustration, suffering living in such conditions, illnesses contracted due to this e.g. everyone in the house contracting flu. Furthermore, these are the reasons for this unnecessary suffering due to Absa insurance's lack of assisting their clients. 1. Incompetency of their staff members for not capturing our information correctly on their system. E.g our e-mail address was spelled incorrectly and this is after numerous calls to Absa insurance regarding these claims. 2. No communication or proper communication from Absa regarding our claims, where we have numerous ways of contacting us. We had to be the ones following up on these claims. 3. Their turnaround time to resolve a matter. For E.g. claim submitted on 08/03/2012 until now my damages have not been fixed even though they have been approved. 4. The various service providers have chosen to do the repairs. E.g. How do you assign a job to a construction company which is in Johannesburg for damages in Cape Town? 5. Why pay insurance cover for 7 years if not more since we had this bond with Absa for 7 years to be treated this way. 6. Also recommending cheap material for the repairs which this information came from the service provider today 27/07/2021. E.g. wood windows instead of aluminum windows. At the beginning of the claim they had sent out 2 assessors to view the damages and they took photos of the damages. Until then there has been no response or any form of communication from Absa insurance or the person who was handling the claim. We had to constantly follow up. 7. Hence I also resulted in laying complaints recently because it has been going on for far too long and we are the ones suffering even though we pay our installment every month. 8. Having to constantly get people to come out and repair the temporary patch on the window, which was costly as we had to use private people every time we try and stop the water from coming through the window. The rain and wind has also been causing further damages throughout the entire house structure. E.g. window frames(after maintaining them with vanish every year), the front door having water sip through underneath and damaging our wooden floor, back patio door also having water sipping through and causing damages and wind flow. As well as the front door structure falling apart. Making us very ill. We don't know what's next, maybe the entire house collapsing on us. 9. How do you live like this during an epidemic which we find ourselves in. 10. Now also being told by a new service provider that they will take 7-10 working days to start the job, only after Absa insurance approval again or "cash settlement" for all our windows and doors to aluminum because we will find ourselves in this very same position in the future due to Absa insurance incompetence. 11. As we had said right in the beginning we had no problem paying the access of R800 as long as the damages to our house get fixed due to climate change conditions in Cape Town. 12. Please kindly assist us with this matter before someone dies because of COVID-19 or any other serious complications before Absa insurance takes us seriously.

This is only a short summary of this frustration.