Dissatisfaction with Absa Insurance - Illegitimate Rejection of a claim

I have an insurance with Absa for my house and I submitted a claim for damages in my house caused by a storm and Absa is rejecting the claim. Here are the details: 1. On Saturday the 11th of December 2021 there was a storm which caused one of the trees in my yard to fall off and break my front wall also affecting the electric fence. This caused a breach of security for us in the house who are all female.

The following were damages due to the storm which I expect the insurance to pay for: a)The tree which needed to be cut off immediately in order to avoid further damage - Invoice has been forwarded to the Absa Claims department. b)The front wall c) The electric fence d) The gate motor which got ****** on Saturday the 1st of January 2022 as ******s gained access through the broken wall.

2. I called the same day to file for the claim and I was told I must call on Monday the 13th of December since my incident is 'not an emergency'. 3. On Monday the 13th of December I filed the claim and on the 14th I received an email stating that my claim has been assigned to Nabeela Kara. On the same day an assessor whose name is Vincent came to assess the damage. What is interesting is that Vincent did not take pictures as evidence, instead I sent him the pictures that I had taken. He measured the wall with his colleague, wrote something and then left. He only asked me about the date of the incident after sending him the pictures and he had left. To me it did not seem like he did a proper assessment because as a supposedly experienced assessor he should have known that he needs to take pictures inside and outside the wall. ALSO HE SHOULD HAVE NOTICED THAT ALTHOUGH THE WALL HAS ONE COLUMN IT HAS SUPPORTING STRUCTURES THAT ARE CLOSE TO EACH OTHER (See attached pictures) 4.On Wednesday the 15th of December an assessor from Globescope for the electric fence came to do his assessment. 5. After all this it was quiet. When I called to find out on the progress. I was told that the report that the assessor had provided was unclear and the claims department was waiting for clarity which I found really odd. 6. After this it was quiet again until I followed up with an email on the 20th of December asking about progress and I never got a response. 7. The following week after Christmas I started receiving sms's stating "Dear Policy Holder, We refer to your recent claim and wish to notify you that due to the current high volume of weather related claims in your area, closure of some of our service providers for the festive season and the rise in Covid cases, there will be an estimated 5 day delay in the processing of your claim...." 8. On Saturday night the 1st of January 2022 ******s gained access through my broken wall and stole my gate motor. My sister only realised the incident on Sunday Morning when she tried to open the gate and realised that the remote control was not working and when she pushed the gate manually it opened. She did not give it much thought as she thought I would see it on my way out but I did not go out at all. When she came from work in the evening she realised that the gate motor had been ****** then she notified me. I immediately called our neighbourhood security and the police and opened a case (see detailed attached). When trying to email the documents to the email address (***ca) it would not go through, see screenshot below. Nonetheless I managed to file the claim with number: *** and the assessor came through today from Erikas Electronics.

In their rejection letter, Absa Insurance references page 17 on which they based their rejection of the claim. There is no page 17 on the policy as the last page is 13. The letter stated the following (extracted verbatim from the letter): 1. The wall was found to have not built according to building regulations - not sure what they mean by this? 2. The wall is 2 meters is height and is a single brick instead of a double brick wall - This is not true entirely true as the wall has supporting structures in the form of bricks that are close to each other and are meant to support the single brick wall. 3. The wall is surrounded by tree roots which aggravated the stability of the wall - This is not true. I have taken pictures for evidence.

The assessor that Absa sent to do the assessment proved to be *********** as he did not take pictures when doing the assessment. The report submitted to absa was thumb sucked.

Our security in the house has been compromised since the 11th of December 2021. On the 1st of January 2022 ******s had access into my yard and stole my gate motor. More damages are occuring because Absa Insurance refuses to pay for a legimitate claim by making ilegitame claims. I have been banking with Absa all my life and have been paying my insurance premiums in order that they cover damages in my house, now I get this kind of treatment. In addition the house is still Absa's asset and it should be in their best interest to maintain it. This treatment is very unfair, unacceptable and ****************. This situation needs to be sorted as soon as possible.