SHOCKING CUSTOMER SERVICE

Claim *** On Tuesday, 10 September 2024, we experienced a incident with our Garage door motor and track. The enitire track ripped itself out of its supporting fixture from the garage wall. This resulted in damage to the track, locking unit and arm. The automated door was then rendered immovable with a track hanging to the floor. Upon completing the logging process, we were informed that an ABSA-approved fitment specialist would contact us regarding a physical inspection. This was performed later that same night and was an extremely professional and indepth inspection of the entire fitment, damage caused, as well as even checking the actual garage door to ascertain cause. We discovered that an improper fitment had been performed by the previous installers, who, were also referred directly by ABSA. This was upon the installation of the new Garage motor and track mechanism. Note that all work was sanctioned and approved by ABSA directly. So here we are, 17 days later . . . with absolutely NO feedback of any sorts regarding this matter. Saddled with a hanging track which we had to "tie up" to ensure the entire track and motor does not collapse due to insuffient support. Our vehicles are now parked outside, a risk in itself. Over the past 17 days, multiple calls have been logged to the relevant Contact Centre numbers to gauge progress or merely request any further assistance. Even the visit by an Assessor proved rather pointless, as his promise of a 3 day turnaround (visited Friday, 20 Sept 2024) amounted to the same level of shocking service experienced from the onset of this issue. Now follows a few direct examples of exactly what we've had to tolerate and experince over the past 17 days

. . . The pics taken by the first visiting Installer, were recieved but not correctly uploaded onto the Claim ( reference - Contact Centre Assistant ) . . . The fact that Poor Workmanship was noted was openly refuted by the Assessor, even before viewing the actual damage. . . . Having to apologize to irate Neighbours as the Assessor was seen taking pics of the incorrect house upon arrival. . . . The Assessor focussing and noting "rust" on the Garage door rather than any reference to the actual dynamics of the movable cogs and wheels. . . . And the most MIND BLOWING reason . . . ABSA having to first ascertain liability before completing the process. So whose liabilty???? The initial Installers who only used a single bolt to secure the track????? So, after diligently ensuring that monthly premiums have been paid for the past 35 years, one now has to endure endless RED TAPE issues, at the inconvenience of the very Customer who needs Insurance assistance. Even if an excess was due, why has this process taken 17 days to date???