ABSA Homeowners Insurance

In 2012 our house was hit by a mini tornado. Our skylight was shifted and damaged. We submitted a claim which was responded to immediately and promptly. We have since realised, the contractor used was probably exactly that, a handyman type contractor. He replaced the skylight with a different design and structure. This proceeded to leak, which we repaired after 2-3 years of installation. It was a constant issue with leaks. In 2020 we had someone reseal the entire structure that has proven money well spent. However, on the evening of 12 December 2024 we heard what sounded like a glass break. It landed up being our skylight had cracked and fractured resulting in a hole. With impending rain forecasted and not knowing when we would get a contractor at this time of the year, I patched the hole with a clear type sellotape. I reported the incident and claim to ABSA the morning of 13th December. They very efficiently sent a Flooring Company out to look at the repairs. My concern was, why send a flooring contractor to repair a skylight. It's not a small single pane skylight, it's probably 5x3m in size an integral part of our roof structure. A perspex dome unit. Due to earlier leaks which caused some damp like damage to some areas around the inside of the house and having taped the hole closed, the bright flooring company contractor reported back to ABSA that due to previous damage and repairs to the skylight the claim must be denied. The fact that we had previous damage was due to ABSA's previous contractors poor workmanship. The temporary patch over a hole was to avoid further potential damage to the interior of the house with all the rain we endured during December. I have made numerous calls and appeals to ABSA to revise the opinion of the flooring specialist. They then sent PG Glass to look at repairing the domed perspex sheets, PG Glass do not do perspex or domed shape glass. I have left numerous messages to speak to the Claims Manager without success. I was then told the people in the ABSA procuremnt department don't know who to contact to assist me with my claim. One would imagine with modern technology ABSA would have access to Google. With very little effort I found many Skylight manufacturers and installers within a few minutes of looking on Google. Unfortunately, having spoken to many of these skylight specialists, their opinion is the same, Insurance companies use unqualified and the cheapest service providers to complete the job, leaving behind a massive headache with the home owner. The level of service and professionalism I have experienced from ABSA has been appalling. Trying to speak to anyone above the call centre is impossible. Trying to elevate the matter to someone more senior is impossible. It seems the more senior you are at ABSA the more protection from abuse you are afforded. The poor people in the call centre in the claims department have to deal with the abuse of frustrated customers. I would appreciate advice and assistance from anyone that has suffered at the hands of similar inefficient, unprofessional and ******** service providers.