ABSA insurance employs obvious avoidance tactics in order not to pay our claims.

<p>I unfortunately had claims on two more geysers in May 2017. ABSA insurance was entirely unreachable in regard to these claims. On three occasions I spent more than 10 minutes waiting for ABSA to answer their helpline and then gave up. The claims were registered online. All interactions with me the client were outsourced to third parties, which contacted me by SMS but did not allow communication from me by SMS. This third party (FOGI) then appointed plumbers to attend to the problem. After many attempts to communicate with the various parties both by myself and the plumbers concerned, the geysers were replaced. The plumbers responded timeously. However, the problem arose with one geyser which had a wooden panel surround (box), and needed to the removed by a carpenter. The carpenter failed to arrive on the first two dates, thus delaying the project and plumbers, but eventually removed the panel, breaking part of it in the process. The carpenter again failed to arrive or even agree to replace the panel once the plumbers had finished. After some discussion with the third parties, yet another outsourced assessor was sent to the property and resolved that I should use my own carpenter to fix and replace the panel for which I would be reimbursed between R 900 and R 1300. I agreed, as I had already spent over a week arranging to meet with the various contractors at my house and the issue was still not resolved.</p> <p>However ABSA has failed to reimburse me any of the funds calculated by the assessor. I have contacted the assessor repeatedly (as he gave me his cell number), and claims that he is not allowed to forward any forms or emails to me. He says he has followed up with Absa, and they regard the claim as closed.</p> <p>Rather than explain the obvious, I simply include the emails from Absa below, after receiving an initial email from me outlining the issue above (a few numbers have been changed to prevent them being used *******ly). For more teeth-grinding hilarity have a look at the various highlighted values in the consultants signature…</p> <p> </p> <p>Since sending the last email on 7 July, I have heard nothing from Absa. Nada. Niks.</p> <p>--------------------------------------------------------------</p> <p>From: Mattera, Naydene: Absa ********** On Behalf Of AIS Complaints ********** /> Sent: 07 July 2017 11:17<br /> To: Peter Carrick<br /> Subject: RE: Claim No: 38407</p> <p> </p> <p>Hi</p> <p> </p> <p>Please provide the claim number relating to this : Yet again ABSA has failed to reimburse me the amount that your own appointed assessor calculated.</p> <p> </p> <p>Claim number relating to this: some you appear to have ignored and not acted upon.</p> <p> </p> <p> </p> <p>Please provide details of the burning issues with regards to each claim.</p> <p> </p> <p>Please also provide the correct claim numbers or the policy number.</p> <p> </p> <p>Thanks</p> <p> </p> <p> </p> <p>Naydene Mattera | Quality Management Officer | Customer Experience | Absa Insurance Company </p> <p>Tel +27 (0)11 ********** | Fax +27 (0)86 ********** | ********** <p>Absa, 3rd Floor, Absa Towers North, 180 Commissioner Street, Johannesburg, 2001</p> <p> </p> <p> </p> <p>Respect | Integrity | Service | Excellence | Stewardship<br /> Helping people achieve their ambitions – in the right way </p> <p>--------------------------------------------------------------</p> <p>From: Peter Carrick<br /> Sent: 07 July 2017 11:50<br /> To: AIS Complaints ********** /> Cc: ********** Hocclaimssupport ********** /> Subject: RE: Claim No: 38407</p> <p> </p> <p>The issue, as indicated in my email, is that your assessor indicated an amount that you would pay for my carpenter to repair and replace the panelling around the geyser after the geyser repairs. To date, you have not paid this. Your systems appear to be designed to prevent us being able to communicate properly with you. You have my email address. My telephone number is: ********** 888</p> <p> </p> <p> </p> <p>My ABSA policy number: ********** 888</p> <p>ABSA ref no for *** (as indicated in my previous email, other claim numbers appear not to have been acted upon by ABSA, so I assume this is the correct number and is indicated in the subject line)</p> <p>Claim number used by your third parties (FOGI and Digicall Assessing Solutions): 325470</p> <p>--------------------------------------------------------------</p> <p>From: Mattera, Naydene: Absa ********** On Behalf Of AIS Complaints ********** /> Sent: 07 July 2017 12:07<br /> To: Peter Carrick<br /> Subject: RE: Claim No: 38407</p> <p> </p> <p>Good day Sir</p> <p> </p> <p>These are the 2017 claims below.</p> <p> </p> <p> ********** 2017-04-24 Geyser and Resultant Damage</p> <p> ********** 2017-05-02 2ND 2ND GEYSER IS LEAKING IN THE FLAT_</p> <p> </p> <p>On which of these claims must the panel be replaced/cash to refunded for the panel?</p> <p> </p> <p>What is meant by: appear not to have been acted upon by ABSA </p> <p> </p> <p>A Claim is either finalised or not finalised meaning that the geysers was either repaired or replaced hence please provide insight on this statement.</p> <p> </p> <p>Please provide a summary on your expectations:</p> <p> </p> <p>Please advise if you are referring or querying more than two claims as I only pick up two claims for 2017.</p> <p> </p> <p>If indeed a third claim is involved, please provide your expectations on that claim as well.</p> <p> </p> <p>You may also provide pictures of the panel that was removed etc.</p> <p> </p> <p>Thanks</p> <p> </p> <p> </p> <p>Naydene Mattera | Quality Management Officer | Customer Experience | Absa Insurance Company </p> <p>Tel +27 (0)11 ********** | Fax +27 (0)86 ********** | ********** <p>Absa, 3rd Floor, Absa Towers North, 180 Commissioner Street, Johannesburg, 2001</p> <p> </p> <p> </p> <p>Respect | Integrity | Service | Excellence | Stewardship<br /> Helping people achieve their ambitions – in the right way </p> <p>--------------------------------------------------------------</p> <p>From: Peter Carrick <br /> Sent: 07 July 2017 12:17<br /> To: 'AIS Complaints ********** /> Cc: ********** ********** /> Subject: RE: Claim No: 38407</p> <p> </p> <p>As in my previous email:</p> <p> </p> <p>Claim number used by your third parties (FOGI and Digicall Assessing Solutions): 325470</p> <p>The amount assessed for resultant damage - repair and replacement of wooden panelling – has not been paid.</p> <p> </p> <p>This is the third time that I am clarifying it for you. Kindly trace the assessment via your own channels and make payment to my account today. It is the responsibility of ABSA to trace and rectify problems, not mine. My next communication will be via consumer watchdog groups.</p> <p> </p>