Disappointing customer service – refund outstanding for over a month

I’ve been a customer of Absa Idirect Insurance and, up until this issue, I have genuinely had a very positive experience with them. I’ve always been happy to recommend and vouch for Absa.

Unfortunately, my current experience has been extremely disappointing.

I have been waiting for a refund for over a month, relating to a query that dates back to May. I have now spoken to almost five different agents, and every time I’m given the same response: my refund has been escalated, I’ll receive it within 48 hours, and someone will call me back.

Unfortunately, the 48 hours keeps passing, and I’m still waiting. The promised callbacks also don’t happen.

What concerns me most is that this should be a relatively simple administrative matter that should have been resolved months ago. I understand that delays can happen, but having to repeatedly follow up with different agents spend almost 20 minutes of my airtime everytime call being placed on hold, only to receive the same promises without resolution, is incredibly frustrating.

I’m especially disappointed because I really liked Absa Insurance and would have recommended them without hesitation. However, this experience has now made me question whether I can rely on the company when something more serious happens. I requested my Policy schedule on Friday 11/09/2026 now because I am considering showing around, but this too wasn't sent to me.

If there is this level of poor communication and administration over something as straightforward as a refund, it makes me concerned about what the experience would be like if I had to deal with an urgent insurance claim or genuinely needed assistance.

I would really prefer not to change insurance companies over something that should be so easy to resolve, but this situation is making me reconsider whether I should remain with Absa.

I hope someone from Absa takes ownership of this matter and finally resolves it, rather than simply escalating it again and promising another 48-hour turnaround.