Pathetic service from ABSA Home Owners Insurance

I have logged a claim on 16/03/2023 at ABSA Home Owners Insurance for an incident that happened on 13/03/2023 that resulted in damage to my built-in oven and tile floor.

Since then, an assessor for the oven has visited my home on 22/03/2023 and an assessor for the floor on 24/03/2023 and again on 06/04/2023.

Except for the weekly SMS messages advising me that ABSA has received the assessment report from the appointed supplier and that they are validating the claim and that an outcome would be provided within 3-4 days, I have received no feedback regarding the settlement of my claim as yet. The last such message was received on 14/04/2023, and I have heard nothing since then, meaning no feedback regarding the outcome of my claim after the promised 3-4 days…

On the morning of 26/04/2023 I called their call centre at telephone number *** to get some feedback, but was informed by the call centre agent that he could not provide me with any feedback regarding the outcome and that he would refer my enquiry to the manager who would follow up on my claim and provide feedback. When I did not get any feedback by around 13:05, I sent an email to ***ca to explain the situation and request feedback.

When no feedback was provided by 02/05/2023, I sent another mail requesting feedback.

On 04/05/2023, I phoned their call centre again to request feedback. The call centre agent told me that she could not provide me with any further information other than that the claim was still pending, and that she would send a message to the person handling my claim to provide me with feedback. She also provided me with the email address of this person. No feedback was provided.

On 09/05/2023 and again on 10/05/2023 I sent emails to the email address of the person handling my claim (copying ***ca) to request feedback. No feedback was received.

On 11/05/2023 I sent an email to ***ca (copying the person handling my claim) to request the contact details of the Insurance Ombudsman, as I was not getting any response from ABSA regarding my claim.

Then, on 12/05/2023, I suddenly received this standard SMS message again "Absa: Good day, please note that we are in the process of validating your claim and feedback will be provided within 3-4 days. Auth FSP 8030".

I have now been without an oven for more than 8 weeks and my floor has not been replaced yet.

This is the worst service I have ever received from any company I have dealt with during the past 30 years, and this after I have had home loans at ABSA for the past 20 years and never missed an installment or insurance premium.

Hopefully someone from ABSA will read this review and do something about it.

Louis