Bad service after insurance claim
<p>On Sunday morning 20 November @5am a pipe in my roof burst just before the geyser that was installed previously by ABSA after a claim. I logged a incident to ASBA.</p> <p>Plumber came out and repaired the pipe later that day (Much later)</p> <p>The next day I hod to follow up with ABSA, even thought the plumber said they woudl send through a report and that it would then log a claim for the resulting damages.</p> <p>I had to call ABSA and the plumber 5 times and spend multiple hours on the phone on the Monday to find out that no one at ABSA or the Plumber know what was needed, both parties kept on saying that the other needed to log the claim. At the end of the day I logged the claim myself.</p> <p>I informed ABSA that I was going to be out of town and that they needed to get the Accessor in contact with me before COB on Monday so that I could arranege a meeting. This was ignored (After cutting off my call whiel waiting on the line for 19min).</p> <p>I was only contacted by someone (only to find out it was a contractor and not the accessor) on Thursday.</p> <p>I was then also called by the accessor and made arrangements for the Saturday to inspect.</p> <p>No one informed me as to what the process is, it seems ONLY ABSA knows what this process is and does not want to share this with the customers. It would have been nice if I knew that the contractors and the Accessor actualy worked together and that they are not seperate companies. (3 appointments booked and actioned and still did not know this - poor communication from ABSA)</p> <p>It has now been another week with no fedback, report from Accessor has been submitted and quotes from contractors received by ABSA. I receibed a quick phonecall on Wednesday to advise that they have the details but now need to review. Since then I have received no SMS or further phone calls.</p> <p>I called ABSA again today at 9am, and they promissed that someone was logged into my claim and would call me back in a few min, this after holding on for 17min. I called again at 1:00pm today, as there was no returned call from ABSA, only to hold on for 24min. </p> <p>Still with now feedback.</p> <p>ABSA, how can this be, it has been 15 days already... that is very poor service.</p>
Hi Claudette.
You can use the Claim ref number ********** .
I spoke to the agent after holding on for 24 minutes, and she informed me that ABSA was going to pay out money towards the Cupboards that was damanaged, but could not tell me what % of the total value was being paid out. I asked her if I would get something from ABSA stating what they are paying out and why, but she confirmed they would not be supplying me with any info. I find this very troubleing, as I dont have any idea what cupboards cost, so how do I know ABSA is just not paying out 10% of the claim , until I need to replace them and pay for new cupboards? The Ceiling and Floors seem to be sorted now, as the contractors will replace it directly, but I have no idea who, when, where etc.. Is this really how unorganised ABSA insurance is?
What if I am not happy with the payment for the cupboards, how do I negotiate with ABSA and state my case? There is no face to the Insurance division, no one I can talk to, other than a Call Centre that clearly does not know what is going on, at all... I dont take 15 days to make my insurance payments every month, I do it on tim, ever time, but when it comes to service form ABSA, it takes 15 days to find something out and only when you follow up yoruself.
Hi Claudette.
You can use the Claim ref number ********** .
I spoke to the agent after holding on for 24 minutes, and she informed me that ABSA was going to pay out money towards the Cupboards that was damanaged, but could not tell me what % of the total value was being paid out. I asked her if I would get something from ABSA stating what they are paying out and why, but she confirmed they would not be supplying me with any info. I find this very troubleing, as I dont have any idea what cupboards cost, so how do I know ABSA is just not paying out 10% of the claim , until I need to replace them and pay for new cupboards? The Ceiling and Floors seem to be sorted now, as the contractors will replace it directly, but I have no idea who, when, where etc.. Is this really how unorganised ABSA insurance is?
What if I am not happy with the payment for the cupboards, how do I negotiate with ABSA and state my case? There is no face to the Insurance division, no one I can talk to, other than a Call Centre that clearly does not know what is going on, at all... I dont take 15 days to make my insurance payments every month, I do it on tim, ever time, but when it comes to service form ABSA, it takes 15 days to find something out and only when you follow up yoruself.
Further to my last updated I never received the SMS or payment, infact i still do not know what is going on.
Do I really need to call ABSA again today to find out what is going on.
I have been contacted by nobody from ABSA so far, all comms had to be started by myself.
This is really BAD service, it has been another 6 days!!!
When can I expect to hear anything back from ABSA.
This plan of posting a comment within a SLA to "say that we have responded" shoudl not count, even after the responce from ABSA on this complaint, NO ONE has contacted me at all.
HelloPeter you need to check your stats.
Further to my last updated I never received the SMS or payment, infact i still do not know what is going on.
Do I really need to call ABSA again today to find out what is going on.
I have been contacted by nobody from ABSA so far, all comms had to be started by myself.
This is really BAD service, it has been another 6 days!!!
When can I expect to hear anything back from ABSA.
This plan of posting a comment within a SLA to "say that we have responded" shoudl not count, even after the responce from ABSA on this complaint, NO ONE has contacted me at all.
HelloPeter you need to check your stats.
So it still continues.
I have still received no feedback from ABSA, even after seindg a email to the correct email **********
I`m still sitting with no feedback or a payment for the damages, after being promissed it has been approved and payment would be made and the contractors would contact me shortly.
What do I need to do to get progress on this claim?
So it still continues.
I have still received no feedback from ABSA, even after seindg a email to the correct email **********
I`m still sitting with no feedback or a payment for the damages, after being promissed it has been approved and payment would be made and the contractors would contact me shortly.
What do I need to do to get progress on this claim?
I am still waiting for a responce from ABSA.
No feedback received, I have called them a few times, and get diffrent answers.
In December I was told that the claim has been approved, but then heard nothing again, I then called again in Jan, and wat told it was never approved, infact the consultant acidently did not send it to her manager to process the approval.
This means that my claim has been in her OUTBOX for the past month!!!!
I was promissed that they would action it on that day, 4th Jan, and I would get a email responce from ABSA by COB. I even asked if the call was being recorded to capture this promiss.
Well, guess what ABSA, I still dont have a email or any further information.
Whast must a Customer to do get action, stop paying my Bond maybe?
I am still waiting for a responce from ABSA.
No feedback received, I have called them a few times, and get diffrent answers.
In December I was told that the claim has been approved, but then heard nothing again, I then called again in Jan, and wat told it was never approved, infact the consultant acidently did not send it to her manager to process the approval.
This means that my claim has been in her OUTBOX for the past month!!!!
I was promissed that they would action it on that day, 4th Jan, and I would get a email responce from ABSA by COB. I even asked if the call was being recorded to capture this promiss.
Well, guess what ABSA, I still dont have a email or any further information.
Whast must a Customer to do get action, stop paying my Bond maybe?