PY
Paul Y
1 reviews | Active since Jun 2014
05 Feb 2024, 09:51
ABSA Insurance: A Masterclass in Incompetence and Customer Disregard
I'd like to give ABSA insurance a zero-star rating if I could, and it seems resorting to Hello Peter is the only way to elicit any response from this abysmally *********** company.
Our claim, initiated on May 25, 2023, became a nightmare due to your appointed builder's refusal to work because of material issues. This compelled us to involve the ombudsman, resulting in an arduous and prolonged process. Even after the ombudsman concluded the case on November 23, 2023, ABSA still hasn't bothered to include the repair of ceiling boards in their settlement.
Since November 23, I've bombarded ABSA with emails to various addresses, including claims info, admihoc, Lerato, and those provided in the ombudsman communication. Despite calling the call center and obtaining Dillon's email address, following instructions to email Dillon and cc Lerato, not a single response has been received. It's a deafening silence, a blatant disregard for communication. The level of service is not just disappointing; it's a testament to ABSA's sheer incompetence in handling our case. This frustration has persisted from the unprofessional communication of the assessor at the outset to the ongoing radio silence. My wife attempted to call the call center this morning, enduring a mind-numbing 30 minutes of the same hold tune before abandoning the call in frustration. ABSA's handling of this situation is nothing short of a masterclass in incompetence and disregard for its customers.
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Replies (4)
Absa Insurance Company Limited's replyOfficial
05 Feb 2024, 13:46Dear Paul, 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. The reference number for your complaint is C-***5. Kind regards, Basani Hlungwane Group Customer Care
Absa Insurance Company Limited's reply05 Feb 2024, 13:46
Official
Dear Paul, 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. The reference number for your complaint is C-***5. Kind regards, Basani Hlungwane Group Customer Care
PY
Paul Y's updateReviewer Update
13 Feb 2024, 07:38The situation with ABSA is utterly exasperating. Despite waiting patiently for the settlement letter, it arrives with minimal changes from last year's version. It's as if they're merely going through the motions without any real intention to address the issue at hand. By substituting "Wind Damage" for "Affected Roof Sheets Only," they attempt to create an illusion of progress while conveniently sidestepping the crucial matter of repairing the ceiling boards. It's a blatant disregard for accountability and a clear indication of their lack of commitment to resolving the matter satisfactorily.
PY
Paul Y's update13 Feb 2024, 07:38
Reviewer Update
The situation with ABSA is utterly exasperating. Despite waiting patiently for the settlement letter, it arrives with minimal changes from last year's version. It's as if they're merely going through the motions without any real intention to address the issue at hand. By substituting "Wind Damage" for "Affected Roof Sheets Only," they attempt to create an illusion of progress while conveniently sidestepping the crucial matter of repairing the ceiling boards. It's a blatant disregard for accountability and a clear indication of their lack of commitment to resolving the matter satisfactorily.
PY
Paul Y's updateReviewer Update
13 Feb 2024, 11:40 I just received a call from ABSA, and to my utter disbelief, they informed me that the settlement will not cover the repair of the ceiling boards.
It is beyond comprehension that ABSA is blatantly ignoring the crucial fact that the settlement must encompass the damaged ceiling boards. This disregard is evident both in the INITIAL ABSA APPROVED BUILDERS ASSESSMENT and in the correspondence from Johan Higgs, where it was explicitly stated that the ceiling boards should be included. Despite this, ABSA persists in excluding them from the settlement.
I understand that the Ombudsman ruled in favor of ABSA regarding the issue of the roof, as outlined in my complaint. However, this ruling does not negate the obligation to address the matter of the damaged ceiling boards, which was never in dispute.
I urge you to thoroughly review the previously attached letter from Johan Higgs, which unequivocally states the necessity of including the ceiling board repairs in the settlement.
It is imperative that ABSA rectifies this oversight immediately by issuing a settlement that incorporates the cost of repairing the damaged ceiling boards. It is unacceptable that despite the considerable time elapsed since November, ABSA has failed to address this fundamental issue. The level of incompetence displayed by ABSA is staggering and reflects poorly on the company.
I insist on all further communication regarding this matter to be conducted via email.
The evidence clearly indicates that ABSA initially excluded the ceiling board repairs, as confirmed by Johan Higgs. This situation is completely unacceptable, and I demand immediate action to resolve it.
READ THE LETTER I SENT YOU from Johan Higgs!!! Does ABSA not know how to read???
It is beyond comprehension that ABSA is blatantly ignoring the crucial fact that the settlement must encompass the damaged ceiling boards. This disregard is evident both in the INITIAL ABSA APPROVED BUILDERS ASSESSMENT and in the correspondence from Johan Higgs, where it was explicitly stated that the ceiling boards should be included. Despite this, ABSA persists in excluding them from the settlement.
I understand that the Ombudsman ruled in favor of ABSA regarding the issue of the roof, as outlined in my complaint. However, this ruling does not negate the obligation to address the matter of the damaged ceiling boards, which was never in dispute.
I urge you to thoroughly review the previously attached letter from Johan Higgs, which unequivocally states the necessity of including the ceiling board repairs in the settlement.
It is imperative that ABSA rectifies this oversight immediately by issuing a settlement that incorporates the cost of repairing the damaged ceiling boards. It is unacceptable that despite the considerable time elapsed since November, ABSA has failed to address this fundamental issue. The level of incompetence displayed by ABSA is staggering and reflects poorly on the company.
I insist on all further communication regarding this matter to be conducted via email.
The evidence clearly indicates that ABSA initially excluded the ceiling board repairs, as confirmed by Johan Higgs. This situation is completely unacceptable, and I demand immediate action to resolve it.
READ THE LETTER I SENT YOU from Johan Higgs!!! Does ABSA not know how to read???
PY
Paul Y's update13 Feb 2024, 11:40
Reviewer Update
I just received a call from ABSA, and to my utter disbelief, they informed me that the settlement will not cover the repair of the ceiling boards.
It is beyond comprehension that ABSA is blatantly ignoring the crucial fact that the settlement must encompass the damaged ceiling boards. This disregard is evident both in the INITIAL ABSA APPROVED BUILDERS ASSESSMENT and in the correspondence from Johan Higgs, where it was explicitly stated that the ceiling boards should be included. Despite this, ABSA persists in excluding them from the settlement.
I understand that the Ombudsman ruled in favor of ABSA regarding the issue of the roof, as outlined in my complaint. However, this ruling does not negate the obligation to address the matter of the damaged ceiling boards, which was never in dispute.
I urge you to thoroughly review the previously attached letter from Johan Higgs, which unequivocally states the necessity of including the ceiling board repairs in the settlement.
It is imperative that ABSA rectifies this oversight immediately by issuing a settlement that incorporates the cost of repairing the damaged ceiling boards. It is unacceptable that despite the considerable time elapsed since November, ABSA has failed to address this fundamental issue. The level of incompetence displayed by ABSA is staggering and reflects poorly on the company.
I insist on all further communication regarding this matter to be conducted via email.
The evidence clearly indicates that ABSA initially excluded the ceiling board repairs, as confirmed by Johan Higgs. This situation is completely unacceptable, and I demand immediate action to resolve it.
READ THE LETTER I SENT YOU from Johan Higgs!!! Does ABSA not know how to read???
It is beyond comprehension that ABSA is blatantly ignoring the crucial fact that the settlement must encompass the damaged ceiling boards. This disregard is evident both in the INITIAL ABSA APPROVED BUILDERS ASSESSMENT and in the correspondence from Johan Higgs, where it was explicitly stated that the ceiling boards should be included. Despite this, ABSA persists in excluding them from the settlement.
I understand that the Ombudsman ruled in favor of ABSA regarding the issue of the roof, as outlined in my complaint. However, this ruling does not negate the obligation to address the matter of the damaged ceiling boards, which was never in dispute.
I urge you to thoroughly review the previously attached letter from Johan Higgs, which unequivocally states the necessity of including the ceiling board repairs in the settlement.
It is imperative that ABSA rectifies this oversight immediately by issuing a settlement that incorporates the cost of repairing the damaged ceiling boards. It is unacceptable that despite the considerable time elapsed since November, ABSA has failed to address this fundamental issue. The level of incompetence displayed by ABSA is staggering and reflects poorly on the company.
I insist on all further communication regarding this matter to be conducted via email.
The evidence clearly indicates that ABSA initially excluded the ceiling board repairs, as confirmed by Johan Higgs. This situation is completely unacceptable, and I demand immediate action to resolve it.
READ THE LETTER I SENT YOU from Johan Higgs!!! Does ABSA not know how to read???
PY
Paul Y's updateReviewer Update
13 Feb 2024, 13:47 I have already taken these steps. This ********* insurance company! You're suggesting that I am stupid. Once this matter is resolved, I want to sever all ties with ABSA insurance and have nothing to do with you.
PY
Paul Y's update13 Feb 2024, 13:47
Reviewer Update
I have already taken these steps. This ********* insurance company! You're suggesting that I am stupid. Once this matter is resolved, I want to sever all ties with ABSA insurance and have nothing to do with you.