ALLOCATED CLAIMS OFFICER DID NOT DEAL OR DO AS DELEGATED

I made a claim to ABSA home loan insurance. my claim was allocated to assigned to Hector Sello Mokgoshe as per email (send to me on 12 April 2017) below: ********** 12 Apr

to me Dear TLOU HAZEL MALETE, Please note the current status of your claim. Your claim is assigned to Hector Sello Mokgoshe. For your information, please be advised we are awaiting the following information from our assessors appointed on your claim. Assessment report Once the requested information has been received and assessed, your claim will be reviewed in accordance with the policy terms and conditions. Should you have any queries in this regard, please email us at ********** Regards Absa Insurance Company

the assigned person did nothing. I emailed several times in May and no reply. I made several calls and was put on hold until either my phone credit or break was finished. I got hold of Angeline in June after being on hold for hours. She told me nothing was done by hector. she also gave me his direct number and nothing worked until today. Angeline made an arrangement that was meant to be done by Hector and eventually the bank told me that my claim was unsuccessful. I could have dealt with this better if Hector had done was assigned for. i lost a lot of money on calls, time and etc while waiting to hear a further update about this claim. I emailed team leader to reassign the allocation from Hector to someone else. This team leader never rep**** to my emailed and there is always voicemail on her phone. I left messages like twice or more but she never called me back or reply to my emails. the damages to my house included health and safety issues. needless to mention a lot because the report submitted to them by assessor arranged by Angeline says a lot. i need compensation for this failed service delivery. it is unacceptable and very unprofessional for a team leader or bank not to reply to complaints.