“Callous, Apathetic, Unwilling”, instead of “Brave. Passionate. Ready.”

Good day

It is well established that, that the World Health Organisation, declared COVID 19 a pandemic. Pursuant that, our State President, declared a lockdown, which is still in effect. The fundamental aspects are proper hygiene to reduce the spread of the virus. Additionally, it is well established that our country, especially our Metro, that water is scarce resource.

It should be noted that, on 25 May 2020, we reported a pipe leak to Absa Building Insurance, and a claim was registered, with claim no. ***. As a result,we had to switch off water supply because we could hear the leak inside the walls.

Subsequently, a leak detection service provider appointed by Absa Insurance, came to conduct a leak detection, and that was on 27 May 2020. Consequently, we made numerous inquiries at the call centre, on 29 May 2020, 01 June 2020 and the last call was on 09 June 2020.

Importantly, in all instances above, we were advised that our claim handler would be in contact with us, to advise us, regarding the status and progress of the claim. This was confirmed, by Celeste a call centre consultant, that she had sent an email to our claim handler, Ms Emma Moetsisi, advising her of our dire situation, and that she needs to make contact with us as well.

Thus I am of the view that our claim is handling by a person who is bordering on being callous, condescending and not appreciative of the fact that we are in a pandemic, and we had to close the water source due to the leak.