Frustration with ABSA

Burst Geyser at 19 Cannes Street 1 Dec 15th / 16th 2018 Geyser burst overnight. Water poured through the ceiling into 2nd bedroom. 2 Sun Dec 16th 2018 Contacted ABSA 24 hour contact number. 07:45 Rep**** with SMS - Ref no 18- ********** -H-01 07:47 SMS - FOGI authorized to assist Plumber arrived for inspection – Plumb Guarantee(PG) 3 Mon Dec 17th 2018 PG Plumber fitted new geyser. Said he would report that a damage assessor required. 4 Thur 20th Dec 2018 Geyser trip switch on Main DB tripped error E4 on Geyserwise display 5 Fri 21st Dec 2018 Geyser trip switch on Main DB tripped error E9 on Geyserwise display Turned off geyser switch on Main DB 6 Wed 26th 2018 Contacted PG (installer of new geyser) - person was busy but would phone back. DID NOT return call 7 Mon 31st Dec 2018 Sent email to PG to say no one had returned my call. 8 Thur 3rd Jan 2019 PG Plumber came but reported it as an electrical fault and as he was a plumber he could do nothing. He would report to the office that an electrician needed to attend 9 Tues 8th Jan 2019 a) No feedback so sent another email to PG b) Reply from PG Told to wait for a call or SMS from ABSA 10 Thur 10th Jan 2019 a) No contact from ABSA. I called ABSA to log a request for an electrician. Given C/N ********** b) “Digicall” call to arrange time for an electrician to visit He had the wrong address! Claim cancelled c) I called ABSA claims and explained the situation. They gave another claim number C/N ********** d) SMS from ABSA to say “JOVERNS Electrical” has been appointed Joverns arrive about 15h00 and inspect unit. We were told that “Geyserwise Circuit” had burnt out due to a loose wire. They will report back to the office who will report back to ABSA 11 Wed 16th Jan 2019 a) Having not heard from anybody (ABSA or electrician) I called Joverns Electrical and they said that they had informed ABSA on 14th Jan. Still no call from ABSA! b) I call ABSA. They said that the claim was rejected as it was a “non-insured event” I told them that this was unacceptable as this was part of the original claim. They had no idea to what I was referring as there was nothing on their system. I was transferred to the “geyser” department. They could not help and transferred me through to a supervisor(?). He couldn’t find anything on the system regarding the installation of a new geyser. Then he told me that I had been paid out!! (He was actually referring to a claim from a few years ago!) Then said again that there was no record of a new geyser being fitted! I told him that I had all the documents relating to the installation. He then said that he would email me and I could then send him copies of all the documents via return email – to date I have not received any email from him!

NEARLY 5 WEEKS WITHOUT HOT WATER

At least 4 different claim numbers have been generated in connection with this claim. Your call-centre staff are unable to link different claim numbers together. Neither could the supervisor. If I sent him all of the claim numbers “it would confuse him”!

Every call to the call-centre means repeating the whole story, to yet another person that cannot see all the claim numbers, to understand the whole story and they then want to create yet another claim number instead of actually helping to resolve the situation! 12 Mon 21st Jan 2019 As I was getting no service telephonically I decided to visit my local ABSA branch in Durbanville in the hopes of speaking to someone that could assist me. There was no-one at the branch that could assist but they gave me the contact number for Shane King as their Regional Insurance representative. I called Shane but he informed me that he no longer works for ABSA and in fact ABSA had discontinued their Insurance Representative book, some 12 months previous. How surprising!!! The branch manageress obviously was unaware of this!!! Shane did give me the name and number of the ABSA Regional Manager in Century City. I called the number, which was on voice mail, and I left a message but unsurprisingly to date no-one has come back to me!!!!

“DAS” was appointed for assessing the resultant water damage to the ceiling and carpet of the 2nd bedroom – as yet nobody has called to arrange a time to view the damage!