From great service to bad service

My garage door motor stopped working about a week ago so I contacted Absa Insurance to check if this is covered by the insurance policy. The agent namely Padi then advised me that this is indeed covered by them as it is part of the building structure & he will get someone to contact me. He also advised me that I will only need to pay an access fee of R500.00 which I said its fine. So an alarm company contacted me the same day and I was very impressed with the speedy service. They then came out the next day namely Thursday, 18 May 2018 & sent the report onto Absa.

So after not hearing from Absa yet on Monday, 21 May 2018 I decided to give them a call only to get the bad news that they will not be paying out my claim or not even a partial payout as the report advised them that my garage door is too heavy which apparently caused the problem. What I dont understand is that the door has been working fine ever since we bought the property and we are the first owners for almost 8 years now. The garage door and motor was indeed serviced about a year ago plus the back up battery was also replaced.

So I decided to phone them today again asking to speak to a manager and after holding for 5 minutes I was informed that all their managers are in a meeting which I off cause doubt as its probably easier to avoid me then finding a resolution to this issue.

I am really disappointed in the service I have received and to think not once in this 8 years have Absa ever had to follow up on my bond not being paid as I have always ensured that they are paid on time via debit order. So if this is the thank you and service I receive then I am truly now a dissatisfied client who has lost all trust and faith in Absa.

Hoping to hear from you soon...