1 reviews | Active since Feb 2019
Poor Service as always from Absa
I am writing to lodge a formal complaint regarding the severe lack of service and communication from Absa Insurance Company concerning my active claim.
Background and Timeline of Events:
Initial Submission: Following severe rain damage to my property located in Uitenhage, Port Elizabeth, I submitted a comprehensive claim report with all supporting documentation to Absa on May 24th.
Acknowledgment: Absa subsequently confirmed receipt of the claim and issued claim number ***, stating that processing was underway.
Special Instructions Provided: In multiple email correspondences, I explicitly informed Absa that I am currently residing overseas. I provided my updated contact details and strongly recommended that your team contact my local representative to coordinate property access.
The Issue: Despite these clear instructions, Absa failed to utilize either of the contact methods provided. Instead, an assessor was sent to the property without a scheduled appointment. Because no prior notice was given, no one was available to grant them access.
Following this failed attempt, my representative proactively contacted Absa to reiterate that I am abroad and to offer direct assistance in scheduling a formal appointment. This outreach was ignored. As of today, June 10th, an assessor has still not visited the property, no appointment has been scheduled, and my repeated email follow-ups have received no response. For the people living there, it is extremely inconvenient with the damage not being repaired.
Resolution Required: The prolonged delay and absolute lack of communication regarding weather-related property damage are entirely unacceptable. I require immediate intervention to resolve this matter. What do I do to get Absa to respond. This company is providing such apalling service, that I really don't know how to communicate with them any longer.
Direct Contact: An Absa representative must contact either myself via email or my designated representative via phone to schedule a firm appointment. Everything will be under the above claim number. Various emails have been sent by me.
Assessor Deployment: An assessor must be dispatched to the property immediately to evaluate and authorize the necessary weather-damage repairs.
Please note that if this matter is not expedited and resolved promptly, I will have no choice but to escalate this entire file, along with the full communication log, to the Short-Term Insurance Ombudsman for formal review. Or supply me with alternative in house complaint solutions. But this poor communication can no longer be accepted.
Can someone who is fami**** with the system get in contact with me, so this problem can be solved?
Following my initial review on Hello Peter, I was contacted by Nthabisengmo Sibande. While I initially appreciated this prompt outreach, I am deeply disappointed to report that no meaningful action was taken. Despite providing a thorough and detailed explanation of the issue, the matter was neither escalated nor followed up on internally, and I received no further communication from this representative.
To compound the issue, I have just received a brand-new email correspondence regarding this reference number which makes it explicitly clear that my complaint was never properly logged or escalated. This continued lack of internal communication and follow-through is entirely unacceptable.
As a high-value Priority Banking client with multiple active accounts and home loans, I pay substantial monthly fees and expect a corresponding level of professional, competent service. The standard of care I have received thus far falls severely short of Absa’s promised service delivery. Can you assign a banker to me, that is competent in manners that require priority service?
Please consider this letter a formal demand to escalate this matter to the next level of management immediately. I require a response from a competent senior representative who can take personal accountability for resolving this dispute.
Additionally, please outline the next internal steps in your dispute resolution process, or confirm if I should now escalate this matter directly to the Ombudsman for Short-Term Insurance.
I look forward to your prompt response.
Following my initial review on Hello Peter, I was contacted by Nthabisengmo Sibande. While I initially appreciated this prompt outreach, I am deeply disappointed to report that no meaningful action was taken. Despite providing a thorough and detailed explanation of the issue, the matter was neither escalated nor followed up on internally, and I received no further communication from this representative.
To compound the issue, I have just received a brand-new email correspondence regarding this reference number which makes it explicitly clear that my complaint was never properly logged or escalated. This continued lack of internal communication and follow-through is entirely unacceptable.
As a high-value Priority Banking client with multiple active accounts and home loans, I pay substantial monthly fees and expect a corresponding level of professional, competent service. The standard of care I have received thus far falls severely short of Absa’s promised service delivery. Can you assign a banker to me, that is competent in manners that require priority service?
Please consider this letter a formal demand to escalate this matter to the next level of management immediately. I require a response from a competent senior representative who can take personal accountability for resolving this dispute.
Additionally, please outline the next internal steps in your dispute resolution process, or confirm if I should now escalate this matter directly to the Ombudsman for Short-Term Insurance.
I look forward to your prompt response.
The matter is still with our insurance team.
Once finalised, we will get in touch with you and share the outcomes.
The matter is still with our insurance team.
Once finalised, we will get in touch with you and share the outcomes.