Pathetic After Service

Good Day

Policy Holder: Mr Takalani Nemutandani

Claim Reference Number: ***

Incident Date: 13 April 2025

Attempted hijacking, resulting in injury and loss/damage of cellphone

I am writing to formally escalate a matter regarding my home contents insurance claim, which has not been resolved despite my efforts, numerous follow-ups, and a deeply frustrating lack of progress and communication.

Following the traumatic incident on the 13th of April 2025, I reported a claim while still recovering in hospital. I was informed by your consultant that my cellphone was not listed on the home contents inventory. I immediately disputed this and advised that during the inception of the policy, I specifically listed my cellphone, laptop, and EarPods as part of my home contents.

As your calls are recorded, as you repeatedly inform clients. I requested that the correct policy inception call be retrieved to verify what was discussed and captured. Despite this, weeks have gone by and I have yet to receive any resolution, update, or even a courtesy call from the person handling my claim.

I received one email from Ms. Palesa Lesenya stating the incorrect call was received and that the matter has been escalated, with the promise that I would be updated. To date, that has not happened.

In the meantime, my monthly premium continues to be deducted, yet I am being denied the very service I am paying for. I find it unacceptable that I must chase updates, be told the consultant is not available, and receive hollow promises of call-backs which are never honoured. Every customer deserves to be treated with urgency and respect. I should not have to fight for what is a basic service obligation.

I hereby request the following:

Immediate retrieval and submission of the correct recorded call at policy inception. A written confirmation of whether the cellphone was or was not included in the original policy inventory. Prompt processing and resolution of my claim. A formal apology for the delay, poor communication, and inconvenience caused. Should this matter not be resolved within 5 business days, I will have no choice but to escalate this further to the Ombudsman for Short-Term Insurance (OSTI) and report Absa’s conduct.

I trust that this matter will now receive the urgency and seriousness it deserves.