Complaint Against ABSA Insurance - Unjust Rejection of Claim

I am writing to you regarding the unjust rejection of my insurance claim, numbered ***, concerning damage to my property caused by severe weather conditions. The damage involved the *********** of my Fascia board, leading to consequential damage to my gutters.

Despite several follow-ups, I received a response on November 30, 2023, informing me that my claim was rejected based on several reasons detailed in your correspondence. I subsequently lodged a dissatisfaction call with the complaints department via email (***), outlining my concerns and referencing my dissatisfaction case number C-***3. However, I have yet to receive any meaningful response or resolution.

I would like to address the reasons cited for the claim rejection:

It was stated that the gutters are damaged. However, these gutters were not damaged before the incident. The force of the fascia boards being ********** by the extreme weather conditions caused this damage, which is an integral part of my claim.

The branderings and eaves ceiling are purportedly deteriorated due to prolonged water from the gutters. Upon inspection, none of the mentioned sections, including the one broken off during the incident, show any signs of deterioration.

There was a mention of debris accumulated along the roof cavity. If this refers to the normal dust build-up within a ceiling, this cannot be linked to the claimed damage caused by the weather event.

It was stated that fascia boards should be installed before the gutters. I must clarify that in a flat roof house, like mine, all fascia boards are typically installed on the outside of the gutter, consistent with standard construction practices.

Moreover, I emphasize that this property is financed by ABSA, and an assessor inspected the property before purchase , without raising any concerns about the house's construction.

I have been a loyal client of ABSA for more than 20 years, maintaining multiple products without encountering such issues previously. Despite numerous attempts to seek clarification via phone (***) and follow-up emails, I have received no substantive feedback or resolution. The Service Level Agreement (SLA) indicated a response time of 2 to 3 working days, which has elapsed without any communication.

I urge ABSA Insurance to reconsider my claim thoroughly and provide a fair reassessment, taking into account the actual circumstances and facts surrounding the incident. Additionally, I request prompt and meaningful communication regarding the status and resolution of my complaint.

Failure to address this matter promptly and fairly will leave me no choice but to escalate this complaint further and seek alternative avenues for resolution.

Expecting your urgent attention and a satisfactory resolution,