Very disappointed with Absa Homeowners insurance

My wife has been a client for almost 13 years and has 2 properties with bonds with Absa.

On Saturday, 4 April 2026, we experienced a burst geyser. Our regular plumber was immediately available after we received the approval from an Absa consultant.

The consultant was unable to inform my wife of the amount we are covered for regarding the geyser claim but the consultant said it would be paid in line with their policy.

Nowhere does it state in the policy regarding the geyser claims what the amount is.

My wife followed-up with Absa insurance and the amount covered to replace a 100l or a 150l geyser is almost the same price R9040 and R9070 respectively.

Bear in my mind this occurred over the Easter weekend and this was a difficult installation due to high volume ceilings and a passage cupboard close to the trap door.

The plumber's invoice paid by my wife was R10980. Absa only wants to pay R9070 minus the excess of R1000 which is a payout of R8070.

The geyser alone costs almost R5000 and we find it unfair that we should be liable for an additional R2000.

It's not the first time that Absa have reduced their payout (using their own contractors).