Bad Customer service from ABSA Insurance

<p>We are quiet unhappy of the service that we are getting at this moment. My grandmother is 73 years old and stays alone in a rural area.</p> <p>There were bad weathers and she was visiting us in Gauteng Province when all that happened. Returning back to her house she asked me to call her insurance as she needed to claim for the roof and ceiling that was damaged. Now that there is a claim she is informed of so many things that she was not informed about when she took the policy with ABSA.</p> <p> </p> <p>My grandmother is now informed that her house is under-insured, when the policy was initially taken the house was evaluated why wasn’t she informed by that time and why was she not informed before the claim.</p> <p>Another issue the bad weather caused leakage to the roof and ceiling, the appointed assessor has informed us that the insurance will only cover for the ceiling and not the roof because there is old damage to the roof.</p> <p> </p> <p>I did inform the assessor before that for any repair work we would like the insurance to cover and not opt for cash in lieu because their client is too old to be handling money and we want to be comfortable with the suppliers that should anything be not repaired properly, the old woman would be able to refer back to the insurance. Now we are informed that there are no repairers in that area and it will be costly for the insurance to pay accommodation for the repairers and we are forced to take cash.</p> <p> </p> <p>Please assist on the following as I do not understand and I will be assisting my grandmother with this query to make her understand.</p> <p>The value of the house was never discussed and after the policy was taken, still no evaluator has informed the client of how it will affect her should she have a claim.</p> <p><br />How is the ceiling going to be repaired without the roof being repaired, why is it an issue now that the roof has old damage, any evidence on before and after the bad weather took place and the damage that took place.<br />How is it that the rain caused damage to the ceiling only if there are no old damages on the ceiling but only the roof.<br />Why is the client forced to opt for cash in lieu just because she stays in a rural area, we were never informed when the insurance was taken.<br />How do you keep your clients (especially those who are old) informed regarding their policies. We take insurance for things to be made better for us as clients not to be frustrated when we have claims.<br /> </p> <p> </p>