ABSA Home Insurance: 20+ Days, Still No Action or Accountability on Ongoing Burst Pipe Issue

It has now been over 20 days since I logged a claim with ABSA Home Insurance for a burst pipe, and the level of neglect is beyond unacceptable. I’ve followed every correct channel—submitted detailed emails, multiple photos of the worsening damage, and raised a formal complaint to ***. Apart from an automated reply promising feedback within 3 days, I’ve received no response at all—and it’s now been 12 days since that complaint.

Out of frustration, I contacted ABSA via Facebook Messenger, where an agent promised I’d receive an update by 09 May 2025 at 7:00 PM. I even had to explore alternative channels just to get any response, which clearly highlights a lack of internal coordination, urgency, and customer focus on ABSA's part.

To make matters worse, a leak detection company did arrive, but they informed me they were only authorised to patch the pipe again—a temporary solution I’ve repeatedly explained is the root cause of the ongoing issue. Despite this being clearly communicated in my original claim (and in previous ones over the past 3+ years), there seems to be no understanding or action from ABSA to permanently resolve the problem.

Meanwhile, the damage has escalated—water is still leaking, running down the street, and ****s are now growing through my artificial grass due to excess moisture. The property damage and water loss continue daily, and I am left without support.

There is no urgency, no customer obsession, and a clear don’t-care attitude from ABSA regarding the impact this is having on my home, finances, and time. As a policyholder, this is deeply disappointing and unacceptable.

If I don’t receive meaningful feedback and action by the promised date, I will escalate this to the Ombudsman.

ABSA has failed in its responsibility to support its clients when it matters most.