Home Emergency Non Assistance

<p>To whom it may concern</p> <p> </p> <p>My name is Nathan Sassman, paid up home-owner of an Absa Home Insurance Policy number ********** 360.</p> <p> </p> <p>It is Saturday, 21 January 2017 and we have just discovered that our geyser has been leaking through a slow drip directly from the geyser body and which we did not notice before.</p> <p> </p> <p>I contacted Absa Home insurance on 0861*** just before 16h00 and was put through to a person who was working on what is called the “Assistance Line.” I provided my policy number and ID number and explained the problem with the geyser. The person indicated that a plumber could be sent out but would only isolate the problem because it was after hours and would then probably only fix the problem on Monday. This surprised me as I had enjoyed emergency after hours support from Absa home insurance before. However, I indicated that I would like to initiate the process today and rather make an appointment with the appointed plumber now already for Monday.</p> <p> </p> <p>I was also then surprised to discover that I was not on their database because “the database was not up to date.” As a result the person said he could not assist me. After I pressed him further, he indicated that he could manually add me to the database, and that I would have to pay for the service of the plumber which Absa would provide and then claim from the claims department. The person was at pains to point out that the “Assistance Line” and the Absa Claims Department were two separate entities!</p> <p> </p> <p>I was shocked to say the least, in that I was up to date with my premiums (i.e. Absa was in possession of my money) and that Absa was now expecting me to pay for a service that I was paying them to render both in and out of working hours. My understanding is that insurance is not just for matters which occur during working hours as emergencies don’t respect working hours.</p> <p> </p> <p>Despite my protestations, the person was adamant that I would have to pay for the service today or wait for Monday.</p> <p> </p> <p>What am I paying Absa Home Insurance for if I have to fork out funds additional to my premiums?</p> <p> </p> <p>This is not the first time Absa behaves in this intolerable fashion- I still have an unfinished claim of shoddy workmanship on my Vibracrete from 5 years ago which Absa cannot resolve.</p> <p> </p> <p>Shame on you Absa- Iam embarrassed for other home owners who may land up in a similar situation where the emergency is life threatening and Absa is not willing to assist. Shame!</p> <p> </p> <p>Yours sincerely</p> <p>Nathan Sassman</p>