Assessor not communicating

I am left with no choice but to escalate my dissatisfaction with your poor service. I lodged a CLAIM on 13 Oct. after burglary on 13&21 Oct. and was informed that an assessor would be in contact within 24-48 hrs. This did not happen. The assessor only pitched up 26 Oct. after my wife complained via email to hocclaims on 24 Oct.

To date, now 18 Nov. I have still not heard whether my claim ********** (& ********** ) has been approved or rejected. I tried to get hold of the assessor 5 times now and I have left messages with my details, but to no avail. He is just not available and does not return my calls, even after your claims dept said they will tell him to contact me.

I’m told by the ABSA Claims Dept that the assessor IS the responsible person who must communicate with me and coordinate the different contractors appointed. I believe he is not doing his job or he does not understand his role. I had to phone around to chase after the contractors while I don’t even know if ABSA will pay out. One of the contractors told me ABSA will probably try to reject our claim, yet the assessor still appointed them!?

If ABSA decides to reject our claim, I need to know that so that: a) we can start arguing about this as ABSA takes my money religiously every month, and now that I need them to respond when we need them, they conveniently decline to assist, b) I can make alternative arrangements. In FACT if I did the repairs myself, the property would have been fixed three weeks ago, c) I have people who want to move in on 21 Nov. So I need you to get stuff done quickly and effectively and efficiently, BUT it seems that nothing is happened. d) you stop wasting people’s time and money. If the assessor knows that it is ABSA’s intention to reject the claim, why appoint contractors!?

A second complaint was lodged on 17Nov ( ********** ) about the above. I was informed that I will be contacted by 22Nov. I can’t let people move in until damages are fixed. And the property will remain vacant (with a danaged/disabled alarm system!) until claim is resolved. The longer the property stays vacant, the higher the risk of another burglary. Will someone at ABSA please resolve my case with greater urgency!?