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Liam B

1 reviews | Active since Jan 2024

03 Jan 2024, 15:21

ABSA Life Cover - Months of struggling with no resolution

I've been dealing with ABSA's life insurance department for months now trying to claim for Dread Disease cover. I have spent thousands getting all of the documentation that they requested from my various doctors and specialists, and whenever I call to find out the status of my claim I get told that they are awaiting documents which I have already sent. There is such a miscommunication between the call centre that I call to explain that they have the documents, and the person reviewing my case who keeps sending me reminder emails to upload the necessary form. I would desperately like to speak to someone who can assist me or give me a clear answer.

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Replies (7)
Absa
Absa's reply03 Jan 2024, 15:39
Official
Dear Liam
 
Thank you for bringing this unfortunate incident to my attention, and please accept my sincere apology. I will review and provide you with my specific contact details and the expected timeframe for further feedback/resolution via email.
 
The reference number for your complaint is C-***7.
 
Regards
Pravesh Bejay
Customer Value Management
LB
Liam B's update05 Jan 2024, 12:23
Reviewer Update
Shortly after receiving this message, ABSA closed my complaint saying that my case has been closed. My case is NOT closed, as they completely misread my doctors diagnosis. I have reopened the case and left numerous messages, every time I am told that someone will call me back within 24 hours. It has been over a month now of leaving messages and being told to wait 24 hours.

Please can my case manager urgently call me and explain what is going on. They are STILL claiming that they need documents of my disease, which I have spent lots of time and money attaining and sending through. This matter is not closed until I can talk to the person in charge of my case and understand what ADDITIONAL documents they now need which I have not already sent.
Absa
Absa's reply05 Jan 2024, 13:30
Official
Dear Liam

Kindly note that Case Reference C-***7 is still open. Feedback will be provided on 09/01/2024 as per my email to you.

Regards
Pravesh Bejay
Customer Value Management 
LB
Liam B's update08 Jan 2024, 12:26
Reviewer Update
Dear Pravesh,

I see you closed my case again, citing that you will reopen it when I upload the requested documents. Again, I want to stress, you have all of the documentation.

You are requested a letter from my neurologist in 2021. As I have stated numerous times, I first visited a neurologist in June of 2023 and was diagnosed that same month. There is NO document from a neurologist in 2021 as I only saw a neurologist for the first time in 2023.

Please call me urgently to discuss. The number you provided on your email response does not work.

Regards,
Liam
Absa
Absa's reply08 Jan 2024, 12:31
Official
Dear Liam

I have responded to your email. Please forward me all the documents sent to our Absa Life Dept. and we will engage with them for a resolution.

Regards
Pravesh Bejay
Customer Value Management 
LB
Liam B's update12 Jan 2024, 09:56
Reviewer Update
Good day,

I sent the documentation you requested. A representative called me and claimed that I am NOT covered for the disease I have, regardless of the fact that other representatives have told me that I AM covered, and all of the forms I have say that I AM covered.

I asked for a copy of my contract that I signed to prove if I am covered or not. This was 2 days ago, and I still have not received the contract. All of my documentation says that I am covered, if you now claim that I am not covered you need to send me the contract. I am getting very frustrated with the fact that different representatives are telling me different things, and when I ask for proof I get no communication for days.

Please respond.

Regards,
Liam
LB
Liam B's update17 Jan 2024, 07:13
Reviewer Update
Good day,

I have still not received a call. Do you have an estimated time line?