Pathetic Customer Service

I have been an Absa client for 20 years, I had two bonds with them, vehicle finance, insurances and other policies, I have only claimed twice, once for a geyser and once for a valve that went faulty with the same geyser they installed, I have never defaulted on a single premium to Absa. I have seen that they don’t value their loyal customers, we are just a premium to them. They can’t even call us back, we must phone them.

I lodged a claim with Absa insurance on the 29 July 2019 for as leak in my bathroom wall. B****** B******* Plumbers came out did a leak test and found that there was a leak in my shower wall area and the base, cupboard and wall was damaged. They took out photos and sent the report to Absa insurance.

On 31 July 2019 B****** B******* Plumbers phoned me to start work on the leak and damage, Fogi approved for them to start, I asked for them to hold on till I get confirmation from Absa insurance, 3 days after the report was sent and no feedback from Absa phoned Absa insurance and spoke to M*** who told me he didn’t have the report, he phoned the plumbers who told him the report was sent, he didn’t know what to do so he said I must wait till he gets back to me. He never got back to me.

6 days later after no feedback from Absa again, On 5 august 2019 I phoned Absa again , once I got through I was told to wait, which I did for more than 15 minutes on the line and I assume I was forgotten, I hung up and phoned back and spoke to T**** from Absa insurance and was told she didn’t have the report and she would send plumbers back. She never sent the plumbers back. I spoke to plumbers and was told the report was sent, T**** from Absa insurance told me the plumbers would repair all the damage and will send photos after the repair and Absa would complete the job. They never did anything

8 days later after no feedback from Absa again ,On 12 august I phoned Absa insurance again and spoke to J*******, he told me he didn’t have the report, I requested a direct email address and was given the person handling the claim m*********.s*******@absa .africa. I phoned B****** B******* Plumbers and gave them the email address given to me and asked to be cc on the email, the email was sent once I got off the phone with the plumbers.

The first and only call I got from Absa insurance was on 16 august 2019 5 days after I got another copy of the report sent, spoke to F*******, and was told my claim was rejected, I asked why and was told to look at my policy document, I explained that the leak was found and needed repairs and she didn’t understand anything that was said and just said it was rejected, I asked to speak to a manager and was told he was in a meeting, and would contact me, that was 5 days ago.

I am still waiting for the manager From the day the claim was lodged it took Absa 19 days to contact me, only because they rejected the claim, which I still don’t have a valid answer for. I phoned them 5 times and phoned the plumbers 4 times requesting the report Absa lost.