Bad Service!

I have an insurance with iDirect. Part of my cover includes Home Assist. This are the terms as stated in the Contract: Home Assist idirect Assist is there for all home emergencies 24/7/365. We will assist you to find a tradesman when you need one – we know best when it comes to home emergencies. Home Assist is a 24-hour helpline providing assistance for emergency household repairs that could result in consequential damage. It may also refer to a situation where a client has no access to essential services such as electricity, hot water or sanitation.

I had a plumbing problem on the 20 July, I called the ABSA Emergecy number, Call Centre from 20:57 and only git assistance at 21:24. At 21:39 I was told they have dispatched a Plumber to assist. Subsequent I received 2 sms to confirm the Plumber is on its way. The Plumber called at 22:52 to confirm he is coming as my house was now flooding with water.

At 23:12 the Plumber indicated that he is no longer coming and will be at my house the next day at 5am.

Three days latter no communication from ABSA and the Plumber and my problem to resolved. I pay for Insurance so that I can be assisted as per Contract but No Service from ABSA When mostly needed.