Complaint against ABSA HOC Insurance

Mr M & Mrs B Mthethwa, ABSA Hoc Claims. Am writing on behalf of my husband and myself as joint owners been with Absa short term insurance for 19yrs. Cover for R3. 3m We are pensioners now. -In July 2023 i logged a claim no..... To report my patio ceiling and lights affected by storm which swept greater part of KZ N. Case was given to Nabeela Kara. -company to assesssor was appointed. They never contacted me for weeks until I went back to Absa and was asked to contact them, was told ' you are not the only customer, ABSA gave us a lot of work'. That of cos didn't sit well with me as I felt it means they will do everybody first, then me. Went back to Absa with that. - Kgomotso advised me to get my assessor and confirmed that with an email.I contacted the company that installed the patio (as an old school person, I asked telephonically and even in writing why does Absa have limited contractors, who are assessors, giving quatation and build? . I said I use to know Absa asking for 3 diff quotations to confirm what the assessor saw and pick one. I even asked isn't that opening a *******ion hole cos that is pre-approved? Long story short, that caused a sour relationship between me and Ms Kara) - around 20/21st Aug 2023 she calledto tell me my claim was rejected reason being that I don't do maintenance, which I didn't want to believe cos I know what I do everyday and she doesn't. I asked her to send me that in writing stating the reasons for rejection. -31 Aug 2023 at 4a.m, a msg came through. I was shocked to hear her reasoning!! Fast forward, the roof description didn't match mine at all!!!!! Her imaginary one has fire place that has cracked tiles, something about the valley of the roof old, and so on!! -I don't have a fire place on the roof at all! -I didn't even claim for roof replacement as my patio roof is aluminum! When I called her to tell all that and asking that Absa send anybody anytime to prove me wrong, she said if am not happy I can go ombudsman. --I did!! In September 2023I sent them all my documents and conversations, they started well and they played a waiting for response till Jan 2024 when they (Mellisa), to my surprise asked me to send her the reason for my complaint🙄or if I don't they are forced to close the case. I told her I am tired and disappointed, she can do whatever her office sees fit. - I called Absa cancelations. AFTER FULL 19 YEARS OF GOOD SERVICE, I DIVORCED ABSA😔 I am sad, angry, disappointed, confused about how things or let me say, some individuals can use the companies they work for as their weapon using powers vested in them!!