ABSA Home Owners Insurance imposing additional excess owing to their false and incorrect on updated contract and arrogant Manager and Underwriter refusing to talk to the client.

I am a long term ABSA client. In 2011 I bought joint property with my husband which was registered in our names in 2012 which bond account is still active including the the homeowners comprehensive building cover linked to the bond account. On 02 December 2025 we received an updated of HOC policy which was strange because it is renewable in January annually. The revised HOC contract has many false and incorrect information such as date of occupation being 01 February 2023 instead of February 2012. It states that the house is unoccupied while it is our primary residence, no geyser but we have one, there is no bond on the house which information is false and incorrect because it is financed by ABSA. I immediately after noticing the above false and incorrect information called the call center to rectify the information and was informed that they changed their system which transferred the information but was assured it will be fixed and I demanded the corrected version be sent to me which has not been received to date. On the 26th February 2026 I had a burst geyser. I lodged a claim on 27 February 2026 knowing that my excess is R1000 and to my shock was informed it has been increased by R2000 totaling R3000 because I am high risk based on the false and incorrect HOC contract of 01 February 2023. I spoke to Neo in the underwriters department who was able to assist me regarding the wrong contract and reasons for imposing the additional R2000. She suggested that she will get the Manager Mr. Hank SINGH and the Underwriter Ms. Molebogeng MOKOENA to call me back to correct the above. When I made a follow up later with Neo on 27 February 2026 she said she sent an e-mail to both the above-mentioned who bluntly refused, stating that they will not call me back therefore leaving me hanging. I have up to date Monday 02 February 2026 not received a call from them to sort out the mess and my geyser has not been fixed because I refuse to pay additional R2000 due to their mess. At this stage I am at my limit with ABSA Home Owners Insurance with their downright negligence, unprofessional conduct and the arrogance of its employees who refuse to communicate with client to fix their mess. I will not let this go unresolved urgently and professionally and will escalate it to every channel possible if I have to. Mbali Makofane ***