Poor Feedback

My dad has lodged a claim for an underground water leak with Absa after getting a huge water bill and getting a private plumber to assess the problem , he is dealing with Thabo and his ref number is ********** , he has been given the run around by Absa , they have sent out plumbers as they state that we cant use our own p,lumbers as they have registered plumbers and still the matter has not been resolved , to get hold of thabo on the phone is very hard , our premiums are paid duly and this is the first ever claim that we have lodged with Absa , the policy documents clearly shows that we are covered for the repair but they make excuses and were told at 1 stage that they will cover 50 % of the repair and i found it hard as to why 50% will only be covered as we are paying 100 % of our premiums not 50 % of the amount. we have been loyal to absa bank from our bond to our personal banking and investments , its appalling that this happens to loyal customers , maybe its time to move my families portfolio to another institution as we dont seem important to Absa.