Subject: Extremely Poor Handling of Homeowners Insurance Claim

On Tuesday, 18 November 2025, we logged a claim with ABSA for the repair of our **heat pump**. Despite clearly stating that we do not have a geyser, two technicians were dispatched for the wrong appliances — one for a geyser and another for a swimming pool pump. Both technicians confirmed they were not experienced in servicing heat pumps.

Given that we had sold our home and the transfer was due to be finalized by Friday, 5 December 2025, the matter was urgent. On 26 November, ABSA advised us to source our own service provider. We did so immediately: a technician quoted us on 26 November, and the repair was completed by 28 November.

We submitted the claim with all supporting documents — the quote, invoice, proof of payment, and repair report. However, ABSA failed to acknowledge the claim. Only on 19 December, a full month later, did ABSA respond to a further complaint raised by us, stating they now required additional clarification on the service report before the claim could even be considered.

This experience has left us deeply disappointed. We have been loyal ABSA customers since 1990, with accounts, investments, and bonds, yet we feel treated as just another number rather than valued clients of more than 30 years.

We expect **immediate resolution of this matter** and demand that the refund be made available to us as a matter of urgency. We strongly urge ABSA’s senior management to take note of this complaint, as we believe our case may reflect broader issues in how claims are handled.