POOR SERVICE FROM ABSA INSURANCE RESULTING IN HEALTH RISK

I’m extremely disappointed and frustrated with the service from ABSA. I submitted a claim for a blocked drain on Tuesday 8/10/24. I didn’t receive a reference number or claim number. I later learned that it was being sent to the incorrect contact number (this was an issue before which we were assured was corrected).

There was a team that came to my residence to try to unblock the drain but they couldn’t fix the main issue. We were told it was a collapsed sewerage pipe. I was told that they were going to resubmit the claim and that the insurance (ABSA) would call but I have had no contact. I’ve had to call daily to follow up, struggling to get through and when I do I get dismal service. On Friday (11/10/24), I went to a branch out of desperation.

There I learned that there was not an insurance claim put through, on TUESDAY, but a request for home assistance which further delayed the process. We are now sitting with an overflowing sewer for 6 days!!! And it’s now a hygiene and health risk. On today’s call, I was told that we can only get the new claim processed on Monday 13/10. Your call center agent told me to get it fixed privately and TRY to claim the money back. I still have now received a call back and after trying to call numerous times I am constantly on hold resulting in me burning through my airtime.

To aggravate this further, we were advised over the weekend by the contact center that we have to submit a new claim. However, OTPs and other security checks were STILL sent to the incorrect contact number (after requesting it to be changed and numerous different occasions) so there was no way of us to proceed with a new claim. No one has offered to escalate or expedite this. To be told that the claims department will only contact us means a few more days before the problem is fixed. Which is now delayed by another day because I have had no contact from or could not make contact with the claims department.

How is this acceptable??? What is our recourse here? Our claim in May was dealt with in the same way. It’s unbelievable and unacceptable.