Two Flood Claims, More Than a Year Later and Still No Final Resolution

I am deeply disappointed by my experience with Absa Insurance following two separate flood claims that have left my family in a prolonged state of uncer*****y and financial hardship. The first flood claim was settled, and repairs were undertaken by the appointed contractor. However, not all of the damage was properly addressed, and additional damage became apparent after the initial repairs. Concerns were raised regarding items that remained unresolved following the first flood event. Before those issues could be fully resolved, a second flood event occurred, resulting in extensive additional damage to the property. Following the second flood, Absa Insurance appointed contractors and paid approximately R770,000 towards repairs and remediation. Despite this, the property has still not been restored to a habitable condition. The house continues to suffer from dampness, moisture-related issues, and mould concerns. Independent engineering findings have raised serious questions regarding the adequacy of the drying and remediation process. Months after the drying contractor declared the property dry, moisture readings and visible dampness remained. Throughout this process, I repeatedly raised concerns regarding persistent moisture, mould growth, and the overall condition of the property. These concerns were communicated to both Absa Insurance and its appointed contractors. Despite numerous inspections, reports, correspondence, and submissions, there is still no final resolution. The dispute relating to the second flood claim has been with the Ombudsman for many months. Despite providing engineering reports, photographs, moisture readings, contractor correspondence, and detailed responses to all requests, my family remains stuck in limbo while waiting for a final outcome. The delays have caused severe financial hardship. I have had to secure alternative accommodation while continuing to meet my bond obligations. Over time, this became financially unsustainable, resulting in substantial rental arrears. Eventually, due to financial pressure and the absence of a final resolution, my family had no option but to return to the property despite ongoing concerns regarding dampness and mould. This situation has also affected my family personally. My daughter suffers from chronic allergies, and I remain deeply concerned about the potential effects of prolonged exposure to damp and mould conditions while we wait for this matter to be resolved. What has been most frustrating is the lack of finality. More than a year after the flood events, my family still does not have cer*****y. Every delay has real consequences for our finances, living conditions, and wellbeing. I expected Absa Insurance to restore my property to its pre-loss condition and provide fair and efficient claims handling. Instead, after two flood claims, extensive reports, multiple contractors, and an ongoing Ombudsman process, I am still waiting for closure. Based on my personal experience, I would strongly encourage prospective homeowners to carefully compare insurance providers before automatically accepting the insurance linked to their home loan. When disaster strikes, the true value of an insurer is measured by how efficiently and fairly they handle a claim. Unfortunately, my experience has left me questioning whether I would make the same insurance choice again. I sincerely hope that a senior representative from Absa Insurance will review this matter and assist in bringing it to a fair and final resolution.