Terrible Service and *********** Handling of a Simple Request

Just a little over two weeks ago I gave a very positive review to ABSA Insurance. Unfortunately, it looks like between the amazing service on the phone and the execution of what discussed, disaster struck.

I took a policy for myself and my wife. My wife and I made it clear that all communications would go to me as the primary policy holder, so we provided the necessary contact details accordingly. We were quoted separately based on the information we each provided, and so the rate I was quoted as the primary policy holder was significantly higher than what my wife was quoted as the second policy holder.

Today I received an email for the first time after more than two weeks of waiting. First thing that was strange, the email is sent to me but it is addressing my wife, and only my wife. Basically, I was not mentioned in the email at all and there was no reference to "US" anywhere, it only mentioned my wife.

Then, to open the attachment, only my wife's ID number would work (evidently because it was for her), we found out that the policy is only for her and I am not included. Even though I am supposed to be the primary policy holder, it my banking details that were used, my work information...

It is so disappointing to see the time we have wasted, and the incompetence in handling such an important request. This is so unprofessional and yet, the support agent we got on the phone today tells us they would have to listen to the call that took place over two weeks ago first before they can help us make any changes.

We have decided to cancel this policy and we are looking at how we can move our bond to another bank altogether.

Regretful experience to say the least.