Disgusted with ABSA home insurance

Good day

Claim no: *** A du Toit

We have been without hot water since Friday evening, 10 July 2020. I phoned ABSA insurance and logged a claim Saturday morning, 11 July 2020. The plumbers came out Saturday evening to assess the problem and they took photos, as this is a warranty claim. (New geyser was installed less than a year ago). Later Saturday evening I received another phone call from the plumbers, asking if they can come and take more photos Sunday morning, as the photos are not clear. The plumber arrived before 8:00 Sunday morning to take more photo’s. I was told that it’s the thermostat/element and that I would probably have hot water again on Monday. The plumber also picked up that the wooden beam that is supporting the geyser is not strong and might break. He added that if the geyser falls through the ceiling on one of us, we might be ****ed. A hole in the ceiling was also noticed. (I didn’t see this after the previous plumbers were here, as it is in a cupboard. (seen when you open the cupboard).

Monday came and went.

Tuesday I phoned ABSA Insurance and spoke to Mpho – I was told that there is no report on their system from the plumbers. Mpho phoned them while I was on the line – They said that they only sent through the report to the manufacturers that morning and await their feedback!!

Wednesday I phoned ABSA Insurance again and spoke to Tshepiso – it was confirmed that there is still no report from the plumbers. She phoned the plumbers and they said they await feedback from the manufacturers. Later that day, the plumbers phoned me and asked if they can send someone to my house AGAIN TO TAKE MORE PHOTOS! The plumbers arrived here in the afternoon to take more photos.

Thursday I phoned ABSA Insurance again and spoke to Nokwanda. – same story – no report on system. Nokwanda promised to send me an email, as she will refer it to the manager to override the warranty claim.

Her email:

Dear Client, Thank you very much for your patience in this matter. Authorization has been provided to our plumbers to proceed and assist you further with the warranty geyser component repairs. Thank you for your patience again. Regards, Nokwanda Ndlovu LLB HOC Claims Consultant Absa Insurance Company T +***5 M +***6 Absa, Towers North, 180 Commissioner Street, Johannesburg, 2001, South Africa

Today I phoned ABSA Insurance AGAIN and spoke to Lungile. She phoned the manufacturers and they said they will phone me today to arrange for an appointment.

I am absolutely disgusted in the service!! I am ABSA’s client as they receive my premium every month I expect ABSA to be on top of things and follow up on claims with plumbers etc.

I am sure that none of you would be impressed to be without hot water for a week, in the middle of a freezing winter, especially if you pay your insurance premium every month.