Bad Customer Service

I have never experienced such an "I don't care" attitude from an insurance company. I logged a claim on 7 September, and initially, the process was handled well. An assessor visited my home on Tuesday to assess the damage and informed me that he would submit his report to Absa once he returned home.

After hearing nothing further, I began following up on Thursday and was then advised that my claim had been approved. Throughout my follow-ups, both via telephone and email, I dealt with Tsholofelo Morake from the Absa Claims Department. Unfortunately, my experience with her customer service has been very disappointing. She appears unwilling to properly explain the claims process and procedures or provide the available options to customers. As a customer, I am not a claims specialist and therefore rely on claims consultants to guide me through the process, ensure that I understand my options, and help me make informed decisions. Instead, whenever I asked questions or sought clarity regarding my claim, the responses I received were dismissive and unhelpful. I felt as though my concerns were not being taken seriously, and the manner in which my queries were addressed came across as unprofessional and lacking empathy.

I am raising this concern because I expect a higher standard of customer service from Absa. Customers who are already dealing with the stress and inconvenience of an insurance claims should be treated with respect, patience, and professionalism.