Unacceptable conduct and Failure from ABSA insurance to live up to their promises when they took 44 days to respond to a claim...... without any justifiable reasons

<p>Ive lodged a formal complaint against ABSA Home Loans Insurance Division and I would also like to dispute their rejection letter dated 25 February 2017.<br /> </p> <p>BACKGROUND</p> <p> </p> <p>I have a home loan account with ABSA bank for a property inclusive of home insurance with ABSA, which is religiously being deducted from my account monthly, together with bond payments.<br />In January 2017, we've experienced heavy rains and the roof was suddenly leaking, which caused severe damage to the property;<br />We then reported the matter to ABSA Insurance on 13 January 2017 and explained the urgency to them. We were issued with the ABSA claim number: ********** and ABSA promised that they would send someone out to take a look as a matter of urgency; which never took place on that day.<br />We received a SMS with the contact details of the contractor who was assigned to our case and after phoning him, he indicated that he was in Cape Town and will send someone out to assess the damages and revert back to us. No one came back to us and the rain just continued while we had to wait on them.<br />We then reported the matter to ABSA Insurance the following morning, who confirmed that we need to liase with the contractor instead.<br />We’ve tried on several occasions during 13-20 January 2017 to secure the services of the contractor, because the rain made it unbearable. We’ve discussed the matter with ABSA Insurance and wanted to know if we could source a private contractor instead, but we were told that a contractor was allocated by ABSA and we cannot since the property is ensured by ABSA.<br />After much deliberation, the contractor eventually came out to assess the damage on 21 January 2017, 9 days later. It was explained that he will submit the report to ABSA insurance, who will then communicate the outcome to us. I need to mention that during that the rainstorms continue heavily and it caused more damages to my property. We did not receive any assistance or support from ABSA Insurance during this long week and we were left all to ourselves.<br />We were then awaiting a response from ABSA, which was not forthcoming at all. ABSA Insurance operated on a snail-pace and yet again, during which time the rain continued, and the damage to the property was just getting worse and worse. What frustrates me most is the fact that it was a hassle to get hold of the relevant person to assist and the ABSA just became mute and unresponsive to our plea……<br />On 13 February 2017, my wife then called ABSA Insurance and spoke to one Rufus, who informed her that he could pick up on the system that the claim was rejected, but he could not see the reasons why. However, he indicated that there no formal response on the system and it is not clear that any correspondence was sent to us. He then confirmed that he would get the consultant responsible to review the matter and urgently provide us with written feedback. He did not revert back to us on the matter and we did not receive any written feedback.<br />We were stranded and we obviously could not do anything about the damages until such time that we receive a proper written confirmation from ABSA on the status of the claim.<br />The contractor meanwhile contacted us to enquire about the outcome from ABSA and they were stunned by the discussion we’ve had with Rufus, but he could not elaborate any further on the matter (without prejudice). This discussion in itself spoke volumes and I could not understand Rufus’ statement that the claim was rejected.<br />I followed the matter up with ABSA thereafter and I was put on hold until the phone was cut off, and nobody bothered calling us back; which leaves a very bitter taste in the mouth, because it became clear that ABSA is a law unto itself and does not have their clients best interest at heart, non-whatsoever.<br />I have spoken to Nduduzo from ABSA helpline on 24 February 2017 and he confirmed that the letter is still not drafted by ABSA Insurance and advised me to contact ********** or phone ********** 665. This is the same number that I have been calling the whole time and it keeps on saying that the line is congested.<br />I’ve written an email as advised and I finally received a formal response from ABSA Insurance on 25 February 2017, which is a record of 44 days later, wherein we were informed that “On inspection it was found that the roof is leaking at the flashings due to wear and tear and lack of maintenance, the top hand cupboard above the sink is damaged by the leaking roof and the sink cupboard and counter top is rotten due to wear and tear the flashings are damaged due to wear and tear and needs to be sealed”.</p> <p> <br />I must admit that I am disgusted by ABSA’s reasons in their response, because the roof at my property is fairly new and I am of the opinion that ABSA is using this provision in attempt to avoid settling a claim. This situation could have been resolved much sooner, if ABSA attended to it sooner. The damage was caused by the heavy rains and it had nothing to do with wear and tear. I am not accepting the reasons provided by ABSA and I am disputing it.</p> <p> <br />As you are aware, we have been having terrible rains recently, especially during that week, which were non-stop at times. I am of the opinion that the slow response that took ABSA over 44 days and the advice by ABSA not to source a private contractor and await the ABSA appointed contractor; clearly led to further damage to my property. I have taken out insurance with ABSA to make sure that I am covered in event like this, but surely I have the worst insurance on my side. I am at a loss for words and I am even disappointed by ABSA, because they don’t show any interest in a property that is insured with them, because their lack of commitment led to accumulative damages. It appears that ABSA is in the business of only making money and always tries to dodge attending to genuine claims in an attempt not to pay out claims. I cannot recall one call from ABSA on this matter since the day I’ve lodged the claim and I had to do all the running around, which proves that ABSA does not have their clients’ interest at heart.<br /> </p> <p>This is totally unacceptable as feedback should be given to the client as soon as possible, because I am strongly considering further legal action against ABSA and also report it to Hellopeter.com, because ABSA Insurance is not showing any interest in their clients who are loyally paying each month. Is this really the kind of service that ABSA give to their clients? ABSA should really refrain from making empty promises with their campaign wherein their state “Let Absa Insurance or Absa idirect insure your home, car and household contents and enjoy the peace of mind of excellent cover at a competitive premium”. This statement and the services received leaves much to desire…….</p> <p> <br />I am of the strong opinion that ABSA failed to live up to their own set of promises to clients wherein they also claim that “You can count on reliable help in the event of a claim 24/7”, because I have experienced that it takes ABSA over 44 days to attend to claims.</p> <p> <br />ABSA also promise that “Your most valuable assets are insured against sudden and unforeseen events”, but at the end it becomes clear that you cannot rely on this promise and customers are not covered at all.</p> <p> <br />We hereby request that this matter be reviewed as a matter of extreme urgency and feedback be provided as soon as possible, because I am aware that the Office of the Ombudsman Liaison has meetings on Tuesdays and Thursdays to discuss such disputes. <br /> </p> <p>As you can see, this matter is long outstanding and your urgent action would be appreciated. I am really considering cancelling my insurance with ABSA, because they are not living up to the standard that the so willingly promise when you take out the insurance. ABSA failed the test and want me to pay for it....<br /> </p> <p>I am extremely disappointed in the service that I have received and would appreciate that urgent action be taken.</p> <p> </p> <p>I am strongly of the opnion that my claim deserves to be paid out immediately.....<br /> </p> <p> </p>