Poor Service And Claims Outcome - ***0*001*012

<p>On the 27/08/2016 - Our property was broken into and numerous household items were ******.</p> <p>On the 29/08/2016 - We called the ABSA Idirect claims department to lodge the claim.</p> <p>4 claims needed to have been logged:</p> <p>- 1 for the contents of our home.</p> <p>- 3 for the 3 different vehicle spare keys that were ****** from our home.</p> <p> </p> <p>The 3 vehicle spare key claims were logged, however the main contents claim was not.</p> <p> </p> <p>The contents claim was logged a week later after we inquired about how far the process was, the claims consultant failed to capture the contents claim.</p> <p> </p> <p>On the 09/09/2016 we received a call from an assessor, Zeenath Sayed, who was then appointed to investigate the burglary.</p> <p>On the call she confirmed a date of the 19/09/2016 to be the earliest date available as she already had other appointments pre-booked.</p> <p>On the 15/09/2016 or 16/09/2019 we called to confirm the booking again as we had taken leave from work, the assessor advised that she didn't confirm the 19/09/2016 HOWEVER she would NOW be able to fit us in on the 19/09/2016 at 13H30/14H00.</p> <p> </p> <p>On the 19/09/2016 the investigation was conducted at our home, which lasted for 6 hours. We were questioned and cross-questioned on each item that was ******, drawings and sketches of the items were requested and this seemed more of an interogation. We were left with the feeling that we had done something wrong. (We NOW understand that this is a norm as this was our first contents claim).</p> <p>Pictures of our property and remaining household items were taken in detail and an inventory assessment was done to establish what the true worth of our contents was. (Many items were inflated and my spouse had to do adjustments on the values presented). Further to this, for the first time, we were advised that we are under-insured.</p> <p> </p> <p>On the 11/10/2016 we received a phone call which was follwed by a letter that our contents claim was rejected due to the electric fence on our property not being operational.</p> <p> </p> <p>I have since e-mailed the assessor who is currently on leave requesting the sales call and the below questions to be answered:</p> <p>- What are the minimum security requirements for our contents cover?</p> <p>(We have burglar bars on all the doors and windows, we have a dog on the property, we always leave the bedroom TV switched on and there is always a spare vehicle parked in the yard which is visible from the gate as forms of deterents)<br />- Would our contents have been added on cover without an electric fence?<br />- What is the premium difference for NOT noting VS noting the electric fence?</p> <p> </p> <p>I have many issues that I would like urgently addressed:</p> <p>- The insurance policy was not sold to us correctly. (On many occassions the assessor stated that we were sent a policy document and I find that appauling that you chose to hide behind this document)</p> <p>- As an insurer you have an obligation to make disclosures on the telephone/recorded line that are relevant to our policy. FAIS and the FSB govern this.</p> <p>- At no point on the sales call were we ADVISED that if the electric fence is not operational that any claims submitted will be rejected.</p> <p>- At the time that the policy has taken the electric fence was operational, we were not advised on the call that if this changes we need to notify ABSA Idirect otherwise they will reject our contents claim.</p> <p>- At sales stage we were not explained what under-insurance meant and how it would affect any claims.</p> <p>- When we were asked how the burglars gained access, we assumed that the burglars gained access over the wall which we mentioned to the assessor, HOWEVER there is also a portion of our property that has a wooden fence with no electric fence. At no point was a thorough investigation conducted as to how the burglars gained access, only pictures taken from a distance.</p> <p>- ABSA Idirect chooses to pay their claims: you are willing to pay the claims for the vehicle spare keys that were ****** BUT not the contents claim. This does not make sense as this was a single event. I understand that we need to pay different excesses for the spare keys as they fall under the vehicle benefit HOWEVER this was a single event. The keys were ****** from the inside of my property via forcible entry. The mere definition of contents means ALL moveable items under my roof.</p> <p>- How is ABSA Idirect being prejudiced by us submitting a valid claim? (Our premiums are paid in full, we submitted proof of the items that were ******)</p> <p>- How have you upheld the values of TCF?</p> <p>- I want someone to look at our claim based on the merit of our claim and NOT BLANKET treatment and you will see the flaws in your rejection and how we are being prejudiced.</p> <p> </p> <p>If our cliam is not paid in full, I will approach OSTI.</p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p>