Its All Good Until You Have to Claim

Good Day,

I am writing to express my complete dissatisfaction with the handling of my claim by ABSA and the consultant assigned to my case, Phofedi Namethe.

I logged a call on 2 December, and it took several days before assessors from Paragon Technologies were appointed, arriving only on 5 December. When they arrived, they were unprofessional and late. I explicitly requested that they not be assigned to manage the installation, and I was assured they were only assessing the work.

However, on 10 December, I received a call from Paragon Technologies informing me they had been appointed to handle the installation and instructing me to pay the access fee for repairs to the gate motor. I queried this because my own assessment indicated the motor required replacement, not repair. Despite my earlier request that ABSA not use this company, my concerns were ignored. Reluctantly, I paid the access fee, and the company scheduled the work for 17 December.

At this point, I had still not received any communication from Phofedi Namethe regarding the findings of the assessment or the next steps to resolve the issue. On 13 December, I received a call from Paragon at 16:45, asking if the electric surge on the box had been fixed. This was the first time I was made aware of this issue, as Phofedi had not responded to my emails or provided any updates.

This experience has been deeply frustrating and unprofessional. I am now two weeks into this process, with no resolution and no clear communication. For a loyal customer with over 10 years of insurance with ABSA, this level of service is entirely unacceptable, especially as we approach the festive season.

I demand immediate action to resolve my claim with urgency. I expect clear communication, a detailed explanation of the delays, and a resolution plan without further excuses or inefficiencies.

Sincerely,