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Lizelle
1 reviews | Active since Sept 2021
16 Jul 2025, 07:03
ABSA Dent and Scratch, Innovation Group
Absa Insurance through Innovation Group Scratch and dent
I had S&D previously and fulfilled the term, claims process was smooth and Innovation Group were responsive hence the reason I decided to continue with them
Unfortunately this year 01 July 2025 I submitted a claim to d&***p as per usual I clearly understand what documents are required as I am an existing client. To date no response from claims. I sent over 10 emails, 0 response. I tried calling they say documents are received but 0 response, I emailed Mpho from customer service who signed me up, no response, it's been over 15 days with 0 acknowledgment. All this from the same group when I took out another cover with them when my previous cover expired, I was happy too, only to find out they did not activate my policy fortunately they waived the 3 month premium as it was a fault on their side and allowed me to proceed. However no one is responsive when I submit a claim.
I will likely be terminating.
Helpful (0)
Replies (5)0
Replies (5)
Absa Insurance Company Limited's replyOfficial
16 Jul 2025, 11:31 Dear Lizelle Thank you for bringing this unfortunate matter/incident to my attention and please accept my sincere apology. I will review and provide you with my specific contact details as well as the expected timeframe for further feedback/resolution via email or by making contact with you telephonically. The reference number for your complaint is C-***7. Kind regards, Group Customer Care Vanessa Crowe
Absa Insurance Company Limited's reply16 Jul 2025, 11:31
Official
Dear Lizelle Thank you for bringing this unfortunate matter/incident to my attention and please accept my sincere apology. I will review and provide you with my specific contact details as well as the expected timeframe for further feedback/resolution via email or by making contact with you telephonically. The reference number for your complaint is C-***7. Kind regards, Group Customer Care Vanessa Crowe
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Lizelle's updateReviewer Update
16 Jul 2025, 14:12Dear Vanessa
Thank you for your follow up and attempts to resolve my enquiry, I have can now confirm receipt correspondence from the fsp concerned, this specific enquiry is resolved.
Thank you for your follow up and attempts to resolve my enquiry, I have can now confirm receipt correspondence from the fsp concerned, this specific enquiry is resolved.
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Lizelle's update16 Jul 2025, 14:12
Reviewer Update
Dear Vanessa
Thank you for your follow up and attempts to resolve my enquiry, I have can now confirm receipt correspondence from the fsp concerned, this specific enquiry is resolved.
Thank you for your follow up and attempts to resolve my enquiry, I have can now confirm receipt correspondence from the fsp concerned, this specific enquiry is resolved.
Absa Insurance Company Limited's replyOfficial
16 Jul 2025, 16:20 Dear Lizelle Regarding complaint reference number C-***7, thank you for the above confirmation that the matter has been dealt with and no longer needs to be addressed. Kind regards, Group Customer Care Vanessa Crowe
Absa Insurance Company Limited's reply16 Jul 2025, 16:20
Official
Dear Lizelle Regarding complaint reference number C-***7, thank you for the above confirmation that the matter has been dealt with and no longer needs to be addressed. Kind regards, Group Customer Care Vanessa Crowe
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Lizelle's updateReviewer Update
31 Jul 2025, 11:36Today is 31 July, I sent clearance and invoice date 22 July as per proof in my sent item box to ***p, to date Innovation Group had sent me no confirmation L, no email, no acknowledgement. I had to call to enquire only be told my mail was received 23 July but there are no notes updated and I had to resend. I will be canceling this contract, it's really disappointing. Perhaps ABSA should reconsider the sourcing of Innovation Group as their FSP for all their business.
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Lizelle's update31 Jul 2025, 11:36
Reviewer Update
Today is 31 July, I sent clearance and invoice date 22 July as per proof in my sent item box to ***p, to date Innovation Group had sent me no confirmation L, no email, no acknowledgement. I had to call to enquire only be told my mail was received 23 July but there are no notes updated and I had to resend. I will be canceling this contract, it's really disappointing. Perhaps ABSA should reconsider the sourcing of Innovation Group as their FSP for all their business.
Absa Insurance Company Limited's replyOfficial
31 Jul 2025, 15:24Dear Lizelle Thank you for bringing this unfortunate matter/incident to my attention and please accept my sincere apology. I will review and provide you with my specific contact details as well as the expected timeframe for further feedback/resolution via email or by making contact with you telephonically. The reference number for your complaint is C-***8. Kind regards,Group Customer CareVanessa Crowe
Absa Insurance Company Limited's reply31 Jul 2025, 15:24
Official
Dear Lizelle Thank you for bringing this unfortunate matter/incident to my attention and please accept my sincere apology. I will review and provide you with my specific contact details as well as the expected timeframe for further feedback/resolution via email or by making contact with you telephonically. The reference number for your complaint is C-***8. Kind regards,Group Customer CareVanessa Crowe