Terrible service no communication!! ***

Good day, *** On the 17th of February, we logged a claim with ABSA home insurance because the heavy storms experienced during that 3 week period had caused rain to damage my ceilings, doors and garage.

Initially, we were very impressed with the assessor, Musa, that was put onto our case as he was extremely prompt and meticulous in coming out to assess the damage. He did this on the 21st of February, giving us peace of mind that our insurance would deal with the matter swiftly. This was however, short-lived and premature because WE ARE STILL WAITING FOR ANY FURTHER PROGRESS. According to your records, the assessment was only submitted on the 5th of March (which on its own is extremely disappointing)!

After countless more calls and HOURS on hold (just to have the call dropped or no progress report given), we are currently sitting on 30 WORKING DAYS later (not including weekends, etc) and we are STILL waiting for feedback further than it just being under review.

This is completely unacceptable and exponentially frustrating when we keep getting an answer of "you'll get an answer in 3-5 working days' time..." Just calculating from the date of the assessor's submission, we are now 3 TIMES OVER THAT TIMEFRAME and are fed-up of hearing that "someone will get back to [us] within 48 hours!"

We have never missed or delayed payment for this service and are unquestioningly displeased and angered by the lack of feedback (never mind service delivery), regarding this matter! Now that we have again voiced our displeasure about the lack of communication, we trust that we will get an informed update within the next 48 hours so as to avoid further action to be taken to publicize this poor service delivery we have experienced and further motivate us taking our portfolio somewhere else. We have been loyal customers at ABSA for over 20 years and it would be sad to see such a long relationship come to an end due to this matter!

Regards, Debbie and Jose Falcão