Poor Service to the Lowest Level

Following the severe storm of 9 October 2017, we registered a claim with ABSA Insurance, the insurer of our property, for roof and related damage (Claim No ********** ). After assessment by their appointed agent repairs were approved in January 2018. The contractor, Gefra Timo Projects, who was also the original assessor (conflict of interest?) came to site on 17 January 2018, with an order to replace 30 roof tiles. They did not have replacement tiles with them and did not know where to source them. They started negotiating to only replace 7 tiles. The other 23 tiles had apparently miraculously repaired themselves in the intervening period. A related family member was part of the repair team. The contractor was chased off site with all the apparent incompetence and irregularities, such as conflict of interest, possible *******ion and ********. The matter was reported to ABSA Insurance, with insistence by us to appoint a more reputable contractor. Only after a number of emails and a call to their claims handling centre was another contractor appointed. He carried out an assessment. After a few weeks we received communication that the original contractor, Gefra Timo Projects, was again appointed for the work. The assessment by the second contractor was apparently just dismissed out of hand, maybe because it was a truer reflection of the damage but also a higher cost. ABSA Insurance apparently entertains and chooses to work with contractors of dubious ethics and competence. Throughout the process since the claim was registered ABSA Insurance never rep**** to any email or telephonic communications, and did not have any regard for the client. Almost five months after registering the claim we are no closer to a resolution of this claim. We are going to source a more competent and ethical insurance provider and also report this matter to the insurance regulatory body.