MM
Mbongo M
1 reviews | Active since Nov 2013
20 May 2026, 17:22
The process is way too long, with no sense of urgency and consideration of potential subsequent damage
Firstly I'm happy that ABSA has indeed registered my claim, and I'm getting some sort of feedback. I'm just not happy how long this process takes, given the type of damage reported. I registered a claim on the 13th May after the Cape Town storms. A service provider was allocated on the 15th May, and came for inspection on the 18th May. Then on the 20th May, an ABSA representative also came for inspection, and the guy is now telling me about 5 days or so for feedback, and there's still a service provide that needs to come and do the job after. My problem is that the roof of the house is damaged, now with all these delays there could potentially be more damage if it was to rain again, and possible disputes that resultant or subsequent damage was not part of the initial claim etc. I understand all the process with other types of damages, but this has a potential of causing more damage and I believe should be given some sense of urgency.
Helpful (0)
Replies (6)0
Replies (6)
Absa Insurance Company Limited's replyOfficial
21 May 2026, 11:46Dear Mbongo
Thank you for bringing this unfortunate matter/incident to my attention and please accept my sincere apology. I will review and provide you with my specific contact details as well as the expected timeframe for further feedback/resolution via email or by making contact with you telephonically.
The reference number for your complaint is C-***8.
Kind regards,
Group Customer Care
Vanessa Crowe
Absa Insurance Company Limited's reply21 May 2026, 11:46
Official
Dear Mbongo
Thank you for bringing this unfortunate matter/incident to my attention and please accept my sincere apology. I will review and provide you with my specific contact details as well as the expected timeframe for further feedback/resolution via email or by making contact with you telephonically.
The reference number for your complaint is C-***8.
Kind regards,
Group Customer Care
Vanessa Crowe
MM
Mbongo M's updateReviewer Update
26 May 2026, 09:26It has been over 2 weeks now since the claim was logged. I keep checking the status using the WhatsApp number, and the status has been the same for over 10 days now. No private feedback whatsoever as per above "public" comment. I would be changing the rating to 1 if I was able to do so.
MM
Mbongo M's update26 May 2026, 09:26
Reviewer Update
It has been over 2 weeks now since the claim was logged. I keep checking the status using the WhatsApp number, and the status has been the same for over 10 days now. No private feedback whatsoever as per above "public" comment. I would be changing the rating to 1 if I was able to do so.
Absa Insurance Company Limited's replyOfficial
26 May 2026, 09:48Dear Mbongo
Regarding complaint reference C-***8, feedback is due today and I have sent Insurance a follow-up email.
Kind regards,
Kind regards,
Group Customer Care
Vanessa Crowe
Absa Insurance Company Limited's reply26 May 2026, 09:48
Official
Dear Mbongo
Regarding complaint reference C-***8, feedback is due today and I have sent Insurance a follow-up email.
Kind regards,
Kind regards,
Group Customer Care
Vanessa Crowe
MM
Mbongo M's updateReviewer Update
26 May 2026, 10:07Does not change any of the above facts, that the 1) claim was logged over two weeks ago, 2) due to the nature of the damage reported, which has a potential to worsen with everyday going by, no urgency has been shown, and 3) status of the claim has been the same for over 10 days.
MM
Mbongo M's update26 May 2026, 10:07
Reviewer Update
Does not change any of the above facts, that the 1) claim was logged over two weeks ago, 2) due to the nature of the damage reported, which has a potential to worsen with everyday going by, no urgency has been shown, and 3) status of the claim has been the same for over 10 days.
Absa Insurance Company Limited's replyOfficial
26 May 2026, 16:47Dear Mbongo
Regarding complaint reference C-***8, I have since provided feedback by email.
Kind regards,
Kind regards,
Group Customer Care
Vanessa Crowe
Absa Insurance Company Limited's reply26 May 2026, 16:47
Official
Dear Mbongo
Regarding complaint reference C-***8, I have since provided feedback by email.
Kind regards,
Kind regards,
Group Customer Care
Vanessa Crowe
MM
Mbongo M's updateReviewer Update
02 Jun 2026, 15:25It has been three weeks now. Claim got approved on the 27th May, and the ABSA representative that called me told me that they claim processing delayed due the to service provider not submitting the requested information. Fast forward, the same service provider (Artisansoncall in Cape Town) called me on the 27th May to setup an installation appointment for Monday, 01st June at 10:00. They never showed up, and called me in the afternoon to say they want to reschedule for the next day (2nd June).
Today (2nd June) they did not show up again, and I call them early afternoon. They guy drops my call and texts me that he's in a meeting and will get back to me in 10 min, and he never gets back to me. Still have not heard from them, and a possibility of another cancellation of the appointment for the second day running being imminent. All of this is whilst I have even already paid the excess that they invoiced me.
Now to me this is ABSA's service, as this is their appointed service provider. How ABSA deals with this matter still remains to be seen, but on my end the "struggle continues".
Today (2nd June) they did not show up again, and I call them early afternoon. They guy drops my call and texts me that he's in a meeting and will get back to me in 10 min, and he never gets back to me. Still have not heard from them, and a possibility of another cancellation of the appointment for the second day running being imminent. All of this is whilst I have even already paid the excess that they invoiced me.
Now to me this is ABSA's service, as this is their appointed service provider. How ABSA deals with this matter still remains to be seen, but on my end the "struggle continues".
MM
Mbongo M's update02 Jun 2026, 15:25
Reviewer Update
It has been three weeks now. Claim got approved on the 27th May, and the ABSA representative that called me told me that they claim processing delayed due the to service provider not submitting the requested information. Fast forward, the same service provider (Artisansoncall in Cape Town) called me on the 27th May to setup an installation appointment for Monday, 01st June at 10:00. They never showed up, and called me in the afternoon to say they want to reschedule for the next day (2nd June).
Today (2nd June) they did not show up again, and I call them early afternoon. They guy drops my call and texts me that he's in a meeting and will get back to me in 10 min, and he never gets back to me. Still have not heard from them, and a possibility of another cancellation of the appointment for the second day running being imminent. All of this is whilst I have even already paid the excess that they invoiced me.
Now to me this is ABSA's service, as this is their appointed service provider. How ABSA deals with this matter still remains to be seen, but on my end the "struggle continues".
Today (2nd June) they did not show up again, and I call them early afternoon. They guy drops my call and texts me that he's in a meeting and will get back to me in 10 min, and he never gets back to me. Still have not heard from them, and a possibility of another cancellation of the appointment for the second day running being imminent. All of this is whilst I have even already paid the excess that they invoiced me.
Now to me this is ABSA's service, as this is their appointed service provider. How ABSA deals with this matter still remains to be seen, but on my end the "struggle continues".