ABSA property insurance-dissapointing nightmare service

My partner and I are clients with absa home loans and we have a property insurance with them. They never forget debting our account, they are absolutely great at that but it's an absolute NIGHTMARE when you claim from them.

Our claim from the 17th of June 2023 is still pending, when you call they will take you from this person to the next and you will hear different stories.Its a nightmare. We claimed our wall and stove, the assessor was sent but only to check the wall, she said she is not an electrician we had to log another call for the stove..

We did just that. The electrician came checked the stove and advised that it's not repairable and a new one is needed. Now ABSA says the connection is an issue, they dont want to pay..I mean how is it our fault, we are not electricians, we do not open stoves etc.

The two claims are still not resolved because ABSA is ignoring our emails, giving us the run around, we have to follow them for feedback..Their turn around time is 3-5 working days, its now 2 weeks.

There is no written report about why they are rejecting because the assesors submitted their reports, they are just sitting on the paperwork. When you call you get someone different who will put you on hold for a long time then come back to say nothing concrete...We want the feedback regarding the two claims in writing, we as your clients we can't keep calling or sending emails with no resolution.

I think its obvious ABSA doesn't care about any of its customers or their issues. Do we have to first complain before we can be heard or given feedback.