Formal Complaint & Intention to Cancel - Case No. ***
Dear ABSA Activate Team,
I am appalled by the handling of my plumbing issue under Case Number ***.
Your plumber refused to fully unstack and remove my appliances despite my cooperation and assistance. I even slid the machine out halfway, but they claimed they were “not allowed” to continue. The result - the leak remains unresolved and is destroying my cupboards.
When I eventually got through to the Home Assist line, I was told that ABSA Activate “cannot remove the machines” and that I must hire my own plumber and pay an additional call-out fee before you will even address the leak. This is outrageous. It defeats the entire purpose of paying for ABSA Activate cover.
This is not the first time I have had issues with ABSA Activate claims, and the pattern is now clear - the service consistently fails to resolve problems, leaving me out of pocket while my property suffers further damage.
I therefore put you on notice that:
-I hold ABSA Activate fully liable for the continued damage to my cupboards caused by your refusal to provide proper service. -I will escalate this complaint further if immediate corrective action is not taken. -I am now seriously considering cancelling my policy altogether, as the product is not fit for purpose.
This matter requires urgent resolution. Every hour the leak continues, more damage occurs. I expect immediate action and a written response without delay.
Kind regards, Nabeel Moosajee
The plumber on site REFUSED to properly unstack and move my machines, saying they had been instructed not to in case they scratched something. I was then told I must get someone else to attend to the leak - not because there was no leak, but because their service provider would not do the job. To now state in writing that “no leak was found” is false and deliberately misleading.
As a direct result of this leak, there is now subsequent damage to the built-in cupboard. Absa has ignored this entirely. Instead of resolving the claim and taking responsibility, they are shifting the burden onto me. This amounts to dishonesty and a complete failure in service.
I demand that this matter be reopened and resolved properly, with full reimbur*****t for the plumber I was forced to hire and for the damage to the built-in cupboard. Anything less is bad faith, and a warning to any prospective customer: Absa Insurance will twist facts to avoid paying valid claims. If this is not resolved immediately, I will escalate the matter to the Ombudsman for Short-Term Insurance without hesitation.
The plumber on site REFUSED to properly unstack and move my machines, saying they had been instructed not to in case they scratched something. I was then told I must get someone else to attend to the leak - not because there was no leak, but because their service provider would not do the job. To now state in writing that “no leak was found” is false and deliberately misleading.
As a direct result of this leak, there is now subsequent damage to the built-in cupboard. Absa has ignored this entirely. Instead of resolving the claim and taking responsibility, they are shifting the burden onto me. This amounts to dishonesty and a complete failure in service.
I demand that this matter be reopened and resolved properly, with full reimbur*****t for the plumber I was forced to hire and for the damage to the built-in cupboard. Anything less is bad faith, and a warning to any prospective customer: Absa Insurance will twist facts to avoid paying valid claims. If this is not resolved immediately, I will escalate the matter to the Ombudsman for Short-Term Insurance without hesitation.
Please respond the email send to your personal email address. Kind regards,Group Customer CareRezona Louw
Please respond the email send to your personal email address. Kind regards,Group Customer CareRezona Louw