ABSA INSURANCE IS REAPING OFF PEOPLE

My Father passed away in 2010 and I have been leaving with my mother in my father’s house since then. My mother then passed away 2012 and I have been taking care of My father’s house since then. I have never missed a single premium for the home insurance. When premiums must be paid, I get letters from ABSA and follow ups thereafter. In November 2015 there was heavy rains that damaged the windows, roof, and ceiling. This disaster did not happen to just my father’s house, it happened throughout the East rand and some other parts of Gauteng province. I have made a claim to ABSA insurance for the damages, and they sent an assessor. The only thing I was told is that they are sending PG glass to fix the windows and I should have R500.00 access for the claim. PG Glass came and fixed the windows, and I paid the R500.00 access. They only repaired the windows with no assessment report. Three weeks after, they sent another assessor and there was no feedback or anything from them since then. In July 2016, I called ABSA Insurance to ask about the claim. The call centre consultant told me that ABSA will not fix the roof but the painting and ceiling. They claimed the roof was not maintained, which does not make sense. 1. What are the results from the first assessor? 2. Why did they have to send a second assessor, that assessed the property three weeks after the heavy rains that made damage not only to my house but neighbour houses as well. 3. What part of maintenance was not done? Off course it is the fact that the roof was not fixed after the damage. The roof stayed for three weeks unfixed in the rainy season. Furthermore, they said they are not going to fix the painting and the ceiling but give out about R21,000.00 pay out to fix the ceiling and painting. I was told that that is the decision that ABSA took for the claim. I waited and **** numerous calls to ABSA asking about the money they said the will pay-out. Each time I call the call centre I get different people who then promise to come back to me, and no one came back to me. This happened in till one of the consultants did something as I waited for answers while holding on to the call. The consultant told me I will need a letter of authority for a pay-out R21,000.00. This does not make sense at all. A letter of authority and a cash pay-out for previous claims was not required. 1. Why this time? Was this ABSA’s ***** way of buying time to come up with this ***** strategy of requiring something cost three times more than the pay-out itself? 2. Was this in the policy document when I originally claimed, or was this implemented in the three years I waited for the three words phrase “LETTER OF AUTHIRITY”? 3. Why didn’t ABSA ask for the letter of authority when they request premium payments without checking if I have the letter of authority of the policy when my parents past on. This was not even written somewhere; they just sent me letters for premium payments request. They just want the letter of authority when rendering the service is due, not when they want premiums, they don’t even care who pays the premiums. They send me emails, sms reminding of premium payments but they don’t even give me feedback of the claim, I have been calling all this years to get feedback. There is no single day they called me to tell me the feedback of my claim since the second assessor, I have to call and get different people and start over and over and they promise to come back to me and no one has ever came back to me. 4. They say they will do a pay-out and still want access which is paid when the glasses were fixed, which they did not want a letter of authority to fix. This is one claim (the same event), but it seems they want access for each thing that is being fixed. They did not want the letter of authority when they fixed the windows, which is part of the claim they did not I am still waiting for the service since 2015. Why don’t they just fix the house. The purpose of the insurance is to fix the house and not to give money. I want ABSA to fix the house, I don’t want money. ABSA INSURANCE IS JUST REAPING OFF PEOPLE. HOW CAN YOU SELL A PRODUCT/SERVICE WHICH YOU CANNOT RENDER THE SERVICE? THE HOUSE IS INSURED NOT MY BANK ACCOUNT. ALL I NEED IS THE HOUSE TO BE FIXED NOT THE MONEY CAUSE THE HOUSE IS STILL THERE. DOES ABSA CHECK IF THEY HAVE ALL NECESSARY DOCUMENTS FOR THEIR PRODUCTS TO COVER THE INSURED PROPERTY?