ABSA IS COMPROMSING CONFIDENTIAL MEDICAL INFORMATION ON CLAIMS AND OFFERING NO ASSISTANCE

ABSA is proving impossible to deal with and is offering no assistance in processing three critical illness claims submitted to them.

They are requesting for specialist doctors reports and the doctor has sent this to them six times and to different emails that they have given but is continuously advising that they have not received it, and the doctor is not getting any returned emails.

They have even admitted to giving an incorrect email address, but still not willing to confirm receipt of the documents on other email addresses.

The initial claim was submitted for four claims that included for a credit card, and the doctor submitted the documents to them on the 27th Nov 2019, on the 28th I received a decline letter from ABSA for the claim on the credit card as it did not cover critical illness which is understood, but how is it that they are still advising that they did not receive it for the other claims when all was sent to them in one email.

Myself and my wife having been calling them every day and the consultants always advise that the assessor will call me back to assist, but I have never received any feedback from them.

I have made several complaints to numerous email addresses, that even acknowledged the complaint with a reference, but still nobody gets back to me. I now have to review my bank that I have been a client with for almost 20 years, on platforms like this, and it is quiet worrying to know that they are not for you when they have to pay you, but is quick to pocket thousands of Rands in monthly premiums / interests and bank charges.

I have even asked for them to contact the doctor’s office directly to see how this can be resolved but they are not willing to assist at all.

These doctors’ reports are private and confidential information that the doctor can only give directly to them, and they are blatantly unhelpful in assisting. The doctor has also advised me today that all my information has been compromised by ABSA, for giving incorrect emails, and making them send the same thing six times and still saying they have not received it, and compromising my private and privileged information to all different emails. They also have given me an incorrect email address in an official document from them.

I have also had to deal with other claims from five other financial institutions, and all have processed my claims within a few days, with no hassle at all and all of them have also received the reports directly from the doctor with no issues, but my bank that holds my monthly income has completely no regard for my needs and after suffering a critical illness and still recovering, I have to deal with the stress of my bank that doesn’t care and is making things as difficult as possible, with the possibility of trying to not pay the claims.

The services has become absolutely pathetic, and this is not what I expected from ABSA. Even to go into a branch is a nighmare. Im sorry to say, but ABSA's standards have dropped drastically all round.

I hope they can start to maintain some integrity and credability, or they are going one way down soon, especially from seeing the number of complaints against them on a daily basis.