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Mokhale M

1 reviews | Active since Jul 2025

28 Apr 2026, 09:50

BAD CUSTOMER SERVICE

I am extremely dissatisfied with the service received from Absa Insurance.

I took out an insurance policy in March 2026 and paid my premium in full. However, midway through the month, I received a notification stating that my policy had been cancelled. Concerned, I contacted Absa, and an advisor confirmed that my policy was active, comprehensive, and in good standing. I was also informed that my debit date is the 25th of each month.

Despite this, no debit went off, and upon following up again, I was then told that my policy is in fact cancelled. This is completely contradictory to what I was previously advised.

I would like to know:

Who cancelled my policy? On what date was it cancelled? What was the reason for the cancellation? Why was I explicitly told that my policy was active when it was not?

This situation is extremely concerning. I paid my premiums and re**** on the assurance that I had valid insurance cover. What would have happened if I had been involved in an accident during this period? I could have been exposed to damages exceeding R1 million due to no fault of my own.

This reflects a serious failure in communication, administration, and customer care. I request an urgent investigation into this matter, along with a full written explanation and confirmation of whether I had cover during the period in question.

I expect this matter to be treated with urgency.

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Replies (1)
MM
Mokhale M's update05 May 2026, 09:02
Reviewer Update
my initial complaint has not been resolved and the response provided was inadequate.
My original complaint clearly stated that my policy was cancelled without my consent. During this period, I was repeatedly assured that my cover was active, only to later discover that I had been driving an uninsured vehicle despite having paid my premiums.
The response I received from your Case Manager, Godfrey Ndou, simply confirmed that my premiums were paid and that my policy is active, and suggested that I should be satisfied with this outcome. This does not address the core issues raised in my complaint and does not constitute a resolution.
This matter reflects a serious administrative failure on the part of ABSA as the insurer, which has directly prejudiced me as a client.
To date, the following critical questions remain unanswered:
  1. Who authorised the cancellation of my policy?
  2. On what basis was my policy cancelled, despite premiums being paid?
  3. Why was I repeatedly informed that my cover was active when it was not?
  4. What steps will be taken to ensure that my insurance record is not negatively affected by a cancellation that was not due to any fault of mine?
  5. What assurance do I have that this will not happen again, given that this is not the first occurrence of such an issue?
I am deeply concerned about the potential impact on my insurance history, particularly if it incorrectly reflects that my policy was cancelled due to non-payment. I require written confirmation that my record will not be prejudiced in any way.
Furthermore, I request written confirmation that I had continuous cover during the affected period, or alternatively, that I would have been indemnified in the event of a claim during that time.
The lack of a proper investigation and the failure to address my initial complaint are unacceptable. Should this matter not be resolved promptly and satisfactorily, I will escalate it to the relevant regulatory and ombudsman bodies without further notice.
I expect a comprehensive response addressing all the points raised above.