Disappointment with Service and Premium Increase

Dear Absa Insurance Team,

I am writing to express my dissatisfaction with the service I am currently experiencing as an Absa Insurance policyholder.

I have two of my cars, my house, and its contents insured with Absa for the past three years. Over the last six years or more, I have only made one claim—a geyser repair, a mere valve. Despite this excellent claims history, my recent profile review resulted in an unjustifiable 23% increase in premiums. This drastic hike is both disheartening and frustrating.

To make matters worse, I have been unable to reach your agents to discuss this matter. I made so many calls, well over 15 calls, in which two specific calls where I was luck enough to get through, I was kept on hold for 35 and 48 minutes respectively, with no resolution. I lodged a complaint and now it seems it’s just gone cold. This level of service is far below what one would expect from a company of Absa’s stature.

This experience has left me questioning what might happen if I ever need to make a claim. Instead of feeling assured, I am left anxious and relying on hope that nothing goes wrong.

Does customer service and treatment really need to be this poor? I hope someone may come forth and provide clarity on the reasons for the increase and the service delays.

I am insured but living on prayer.