ABSA Insurance Claim – Unacceptable Delays, Poor Communication & *********** Panel Contractors

I registered an insurance claim with ABSA Insurance on 8 December following a burst pipe in our main en-suite bathroom, which resulted in the bathroom and bedroom being flooded.

I was assured that a contractor from ABSA’s panel would contact me within an hour. I did receive a call from a company called "Just Domestic", where I explained the incident. I was then told the matter needed to be escalated to a building department and that I would be contacted shortly (I was then called the following day only).

Over the next two business days, I was contacted by multiple parties, all asking the same questions repeatedly. It became very clear that ABSA is using Pannel contractors that is infact using their own layers and layers of subcontractors to further subcontractors, with no clear accountability.

On the 10th of December, an assessor from the contractors contacted me AND WITHOUT any prior appointment informed me he was 10 minutes away from my home to conduct the inspection for the report. I was at work and explained this, advising I would call him back within a few minutes. When I did, he stated he was already approaching my gate and became rude and upset that I am not there to open for him, despite the fact that he made no appointment prior to ever calling me on that moment. I work full days and am not home during office hours — a basic courtesy would have been to schedule an appointment with me for inspection rather than just getting there and expecting me to leave everything at my office and be there immediately.

I nevertheless left work to rush home and allow the inspection. I was informed that the assessor would submit a report to ABSA and that the process would take a further two business days for ABSA to assess and provide feedback.

Key dates: Claim registered: 8 December Assessor inspection: 10 December

By 17 December, having heard nothing, I contacted ABSA and was told no assessor report had been received. ABSA advised they would follow up with the contractor, who allegedly said the report would be submitted the same day.

It is now 18 December, and there is still no feedback, no outcome, and no progress.

To make matters worse, when I called ABSA again today to follow up, after finally getting through and completing all security questions, I was placed on hold for 21 minutes, after which the call was simply cut off. No callback. No explanation. No service.

Meanwhile, the consequences of ABSA’s delays are severe: - Our bedroom carpet now smells strongly of mold - Cupboards are swollen from water damage - The moisture and mold smell is so bad that we are forced to sleep in the lounge. - Clear HEALTH RISK is being ignored due to ABSA's inaction!

This is now 10 days after registering the claim, with no resolution in sight!

ABSA Insurance has shown zero urgency, zero ownership, and zero customer care. Everything has been left in the hands of clearly incapable panel contractors who cannot even submit a basic assessment report within 8 days after conducting an inspection! If this is how they work, one can just imagine what is the quality of their workmanship!

This level of service is completely unacceptable.

I expect: 1. Immediate escalation and ownership of this claim! 2. Urgent Authorization to prevent further damage and health risk! 3. Clear and written communication on how this will be resolved within 24 hours!

Failing this request will leave me with no option but to take the matter through legal channels that WILL MAKE NOTE OF OUR HEALTH BEING NOT TAKEN SERIOUSLY!