No Empathty / Sympathy from ABSA

On the 20th of June 2019 a funeral policy claim was lodged by Mike Mawila of the ABSA Alexandra Branch.

On the 24th of June 2019, I followed up and spoke to Bokang at around 15:12 and was advised that the claim form was missing, however the said document was received from the branch. Bokang then confirmed that the claim will be finalized within 48 hours. However; that was not the case.

I called the call centre again to follow-up, this time I spoke to Thuli Motaung on the 26th of June 2019 at around 14:07. She advised that the claim was selected for auditing and same would be finalized in a few hours to a day.

The following day, on the 27th of June 2019 I made yet another follow-up. This time I spoke to Jessica at around 14:59. I advised her that I am following up on what I had discussed with Thuli. She advised me that when a matter is referred for auditing, it takes up to 15 working days for it to be finalized. She then enquired as to whether I went to SAPS for the police report, to which I advised that this was a natural death. She also confirmed that there’s no need for the police report (as the cause of death was natural causes).

She then advised that the matter will be allocated to another auditor as the person whom the matter was originally allocated to was not in and; she promised that I will be contacted and furnished with feedback the following day (on the 28th of June 2019 before 12:00).

I then received an SMS on the 28th of June 2019 stating that the file is being closed and it will be re-opened upon receipt of requested information. I do not even know what requested documents they were referring to. So; I proceeded to call their call centre. I spoke to Nthabiseng at around @09:12 and she advised me that they’re requesting the police report. This police report is only required if the death was due to unnatural causes. She tried getting hold of the assessor, however she was unsuccessful. She advised that this matter will flagged as urgent.

What I do not understand is that this claim was already lodged on the 20th of June 2019 and each time; I am the one who has to call for feedback – No one has ever bothered contacting me from ABSA Life.