Claim Number *** – Poor Service and Delayed Assistance

I am writing to formally lodge a complaint regarding the handling of my insurance claim, Claim Number ***.

On 27 April 2025, I logged a claim for an urgent plumbing issue involving a burst leaking pipe. I was informed that the matter had been assigned to a service provider, FOGI. Despite this, and after making more than four or five follow-up calls to your call center, no plumber has arrived to attend to the issue. Each time I have contacted your team, I have been assured that arrangements were being made and that I would receive a call back — yet I have received no meaningful communication or assistance.

This delay has caused significant inconvenience and distress, especially considering that this is my first ever insurance claim with ABSA. I had expected a much higher standard of service and responsiveness. The lack of action and accountability has been extremely disappointing and unacceptable for an urgent matter such as a leaking pipe, which can cause further damage if not addressed promptly.

I request immediate escalation of my claim, urgent dispatch of a qualified plumber, and a formal written apology for the poor service received. Furthermore, I ask that ABSA review its service provider management processes to ensure that no other customer experiences such unacceptable delays and frustration.

I trust you will take this complaint seriously and act swiftly to resolve the matter