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SK
Sivuyile K

1 reviews | Active since May 2020

10 Sept 2025, 12:40

ABSA LIFE DERAGOTORY QUESTIONS MADE ME SICK TO THE STOMACH

I am writing in response to your recent follow-up questions regarding my claim. I must express that I find the nature of these questions not only deeply inappropriate but also unnecessarily invasive, particularly given the circumstances.

As noted in the original documentation, my medical providers have clearly indicated that certain details are unknown. Despite this, I have now been asked to provide information that I do not possess, and more importantly, that would require me to relive extremely traumatic experiences. I should not be expected to endure further emotional distress to satisfy rigid bureaucratic processes—especially when the relevant healthcare professionals have already stated these answers cannot be provided.

I respectfully request that this matter be reviewed with greater sensitivity and understanding. I expect my claim to be assessed based on the available medical evidence, not on speculation or demands for information that may not exist.

If there are still concerns, I would appreciate speaking with someone trained in trauma-informed care or a case manager who can handle this matter appropriately.

Thank you for your attention to this,

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Replies (16)
Absa Insurance Company Limited
Absa Insurance Company Limited's reply10 Sept 2025, 15:45
Official
Dear Sivuyile
 
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/resolution via email or by making contact with you telephonically.  
 
The reference number for your complaint is C-***8.
 
Kind regards,
Group Customer Care
Vanessa Crowe
SK
Sivuyile K's update12 Sept 2025, 09:59
Reviewer Update
I have had the pleasure to speak to one of the agents at ABSA, for the first time today I was sent exclusions on my policy information that Woolworths or ABSA never made accessible to myself again I have to relive the ordeal and requested to do a futile exercise of having to read about this dreadful disease I never asked for, WHY WERE THE EXCLUSIONS NEVER BEEN SENT TO ME WHEN I TOOK OUT THE POLICY? WHY IS THE INFORMATION NOT MADE ACCESSIBLE TO CUSTOMERS SUCH AS MY SELF, WHY IS NOW NECESSARY FOR YOU GUYS TO SEND ME THIS INFORMATION HAVIG ALREADY COMMITED MYSELF TO THE POLICY? How is it making things for me now that I have a problem and needing you guys to assist me for a benefit i thought was going to cater for me, YOU GUYS NEVER MADE THINGS EASY FOR ME AS YOUR CUSTOMER, THIS INFORMATION IS NOT ACCESIBLE ON THE WOOLIES APP IT SIMPLIFIED EVERYTHING AND THE INTERNET HAS NO DETAILED INFORMATION EVEN ON THE BALANCE PROTECTION DETAILS ON WOOLIES APP. whose RESPONSIBILITY IS TO MAKE THIS INFORMATION AVAILABLE PLEASE LISTEN TO THE CALL i HAD WITH THE ABSA AGENT AS WELL I ADDRESSED MY ISSUES WITH THEM.
Absa Insurance Company Limited
Absa Insurance Company Limited's reply12 Sept 2025, 12:52
Official
Dear Sivuyile
 
Regarding reference number C-***8, the above is noted.
 
Kind regards,
Group Customer Care
Vanessa Crowe
SK
Sivuyile K's update15 Sept 2025, 09:46
Reviewer Update
Is the any update regarding this matter?
Absa Insurance Company Limited
Absa Insurance Company Limited's reply15 Sept 2025, 11:24
Official
Dear Sivuyile
 
Regarding reference number C-***8, I have since sent a follow-up email 
 
Kind regards,
Group Customer Care
Vanessa Crowe
SK
Sivuyile K's update15 Sept 2025, 16:45
Reviewer Update
Dear Vanessa,
Thank you for your previous response. However, I must express that this situation has become deeply distressing for me.
I submitted a claim under my balance protection policy, which should provide coverage for critical illness. I’ve extended considerable patience and grace throughout this process, despite the delays and the flawed or incomplete information I’ve received. Unfortunately, I’m now at a point where the lack of clarity and resolution is taking a toll on my mental health—I’m feeling increasingly anxious and depressed because I genuinely don’t know where I stand.
This claim is not just about paperwork—it’s about my ability to manage my life during an extremely difficult time. I urgently request a clear and detailed update on the status of my claim, including any missing documentation or steps that need to be taken. If there are outstanding issues, please explain them in full so I can address them promptly.
I appreciate your assistance, but I need this matter escalated and treated with the urgency and seriousness it deserves.
Absa Insurance Company Limited
Absa Insurance Company Limited's reply16 Sept 2025, 12:57
Official
Dear Sivuyile
 
Regarding reference number C-***8, I am aware that the matter has escalated for management intervention, and we are attending to it as urgent. 
 
Kind regards,
Group Customer Care
Vanessa Crowe
SK
Sivuyile K's update20 Jul 2026, 11:07
Reviewer Update
I am still awaiting for a refund from ABSA or proof of payment of my refund returned into my account not their account because they did not offer what I initially wanted.
Absa Insurance Company Limited
Absa Insurance Company Limited's reply20 Jul 2026, 12:44
Official
Dear Sivuyile

Thank you for taking my call. Case  C-***8 was closed referring you to the Ombudsman, However you have advised that Shale Adams is assisting with a refund.

I will follow up for you in this regard.
 
Kind regards,
Group Customer Care
Vanessa Crowe
SK
Sivuyile K's update20 Jul 2026, 13:13
Reviewer Update
Dear Vanessa,
Thank you for your email and for following up on my behalf.
I wish to reiterate that I have not received the refund that was reportedly processed. Furthermore, I do not agree that these funds should be paid to the Woolworths credit card account.
As Absa has not honoured the policy agreement, I require that the refund amount be paid directly into my personal bank account. I should not be prejudiced by having funds allocated to an account that does not resolve the matter or place me in the position I would have been in had the agreement been honoured.
Please provide confirmation of:
  • The current status of the refund.
  • The amount approved for refund.
  • Where the refund was paid, if payment has already been processed.
  • The process and timeline for paying the funds into my personal account.
I would appreciate your urgent intervention, as I have been awaiting resolution for an extended period and remain without the funds due to me.
I look forward to your prompt response.

Absa Insurance Company Limited
Absa Insurance Company Limited's reply20 Jul 2026, 13:53
Official
Dear Sivuyile

Thank you for taking my call.  Shale and team will communicate with you further on the outcome of the ombudsman matter

Kind regards,
Group Customer Care
Vanessa Crowe
SK
Sivuyile K's update20 Jul 2026, 14:05
Reviewer Update
Please forward the above request and also the email confirming what you advised.
Absa Insurance Company Limited
Absa Insurance Company Limited's reply20 Jul 2026, 15:00
Official
Dear Sivuyile

It has been requested

Kind regards,
Group Customer Care
Vanessa Crowe
SK
Sivuyile K's update21 Jul 2026, 12:40
Reviewer Update
Hi Vanessa thank you, please this is a reminder regarding the on going issue, I have not been contacted yet.
Absa Insurance Company Limited
Absa Insurance Company Limited's reply21 Jul 2026, 13:54
Official
Dear Sivuyile

I will send another reminder 

Kind regards,
Group Customer Care
Vanessa Crowe
SK
Sivuyile K's update05 Aug 2026, 10:26
Reviewer Update
Please be advised despite repeated attempts to communicate and resolve the matter, Ismail Surtee has failed to respond adequately to my correspondence and has effectively been deflecting my concerns rather than addressing them.