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Thulani K

1 reviews | Active since Jul 2025

22 Jul 2025, 15:45

Unfair claim handling and rejection letter for claim: 25/044181

Dear Sir/Madam, I am writing to you with a heavy heart because of the treatment I'm receiving from Absa home insurance and to formally lodge a complaint against ABSA Home Insurance regarding their unjust and unfair rejection of my insurance claim for flood-related damages that occurred in my house on 01/01/2021 whilst I'm in Australia which is where I'm still am. On the evening 01/01/2021 our town experienced heavy rains that resulted into massive floods that nearly resulted into a loss of life to my tenant and his family as they were sleeping at the time of the incident. My property located at Krugersdorp West at close proximity to a huge storm water drainage was the one that suffered significant damage as a result of heavy flooding. I promptly reported the incident to ABSA Home Insurance and submitted a claim under my policy immediately after I was sent pictures and face book links by friends as well as the Tenant notifying me about this horrible incident and the assessor was sent out around the 3/01/2021. Around the 06/01/2021 I was contacted via email by the home insurance to notify me that the Absa Assessors is still looking and working on the claim and I will be kept up to date. The Tenant left the house because of reasons stated(inhabitable and that he was offered alternative accommodation). I still service my absa home loan every month without fail even the insurance i pay. The house is vandalized because: ● Absa failed to act on the legal and legit claim that I as their paying loyal customer lodged with them in January 2021 ● Absa was called several times by concerned neighbour (who are aware that I'm in Australia)and had suffered the same disaster and their house is been fixed by the insurance who reported vandalism and the neighbour who called said they Absa representative told them about POPI act,but they came to see the happenings in my house but chose to turn a blind eye and still not act at my best interest as their loyal client. ● Absa failed me as their client and they are heartless to have thrown my loyal Tenant and his small children out to the streets and left my house vulnerable to ******* and scavengers.I've been in Australia for years and all these years my tenant looked very well after my house I had no issues and incidents of theft until Absa threw him and his family without nothing to the street by failing to settle and fix the house on time.This is an inhumane act of lack of compassion. On the 23/06/2025 after conducting their assessment, ABSA Assessor(Mr Francis van Heerden) is notifying me that my claim was being rejected

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Replies (2)
TK
Thulani K's update23 Jul 2025, 23:36
Reviewer Update
After I lodged a complaint yesterday an ABSA representative said they reviewed my case only to reiterate the rejection letter again.@ABSA insurance you are shying away from taking responsibility of your delay to action on the claim I lodged in 2021 after the floods and holding on to the fact that the house was vandalised because it was left unoccupied.The house was already vandalised by water.The pictures u are sending are not a reflection of the claim of 2021.You send someone to take pictures of the event that happened in 2021 in June 2025 and make as if I have lodged a new claim.I did not lodge a claim this year, where is 2021 file?.Your official failed to do their work and put my claim aside as I was not in the country despite having representatives.Here are the pictures of the claim I’m talking about.ABSA be a good bank you claim to be and treat your clients with fairness These are the true pictures of the flood damage which you failed me as a client to assist.I paid you insurance for this and not for the grief and insensitivity I’m getting from your company.3 yrs you chucked my file aside and not even contact me when you have my email and people are appointed as representatives,then you come and say you are rejecting the claim because of vandalism who would live in this unsafe property as water went into every plug and db board as well as all electrical system.Is it because we are black we don’t deserve safety?Our lives don’t matter?we can live in electrocution is normal.
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TK
Thulani K's update23 Jul 2025, 23:45
Reviewer Update
(absa)
MR TG KHUMALO
NARROGIN REGIONAL HOSPITAL
WILLIAMS ROAD
NARROGIN
WESTERN AUSTRALIA
0000
Absa Insurance Company
Claim Operations
3rd Floor, Towers North
180 Commissioner Street
Johannesburg, 2001
PO Box 421
Johannesburg, 2000
South Africa
T ***
E ***
Swift address: ABSAJJ
absa.co.za
*****line: ***
Insurance@*****line.co.za
Dear MR KHUMALO
23 June 2025
Claim number
***
We refer to the above claim against your policy and want to advise that after careful consideration, we regret to inform you that the claim has been rejected.
We have reviewed the claim for damages caused to the dwelling which occurred on 21 July 2022. This review was done within the framework of the policy, which is the agreement between us, the insurer, and you as the insured.
As such, the decision to reject your claim is based on the terms and conditions of your policy after applying principles of fairness and equity.
The claim is rejected for the following reason(s):
No insured event
During the assessment of your claim, we established the following:
It was found that the property is vandalised. The electrical cables are missing, and the entire dwelling is not maintained in good condition. The damage cannot be attributed to an insured event as detailed in your insurance policy.
According to the policy wording, page 17; clause 1,2,13 & 16
General policy exclusions
We will not cover you for:
Loss or damage that is not sudden and unforeseen.
Loss or damage that is not caused by an insured event/peril.
Loss or damage if the insured property is unoccupied or vacant for more than 60 (sixty) consecutive days or *******ly occupied at any time.
Loss or damage as a result of lack of servicing, maintenance, cleaning, repairing, gradual deterioration or wear and tear
While we understand that you have suffered a loss, and sympathise with your position, unfortunately the insurance contract does not respond to losses of this nature.
1. You are also entitled to the following alternative dispute resolution mechanisms, if you are not satisfied with the repudiation on your claim:
• You can address your dissatisfaction of the outcome of the claim to *** by forwarding us a detailed report and any other supporting documents from a reputable service provider/specialist, which should include photographic images of the damage, and detail your objection, on which an independent reviewer will consider the merit of your objection.
If you are still dissatisfied with this outcome, it will be escalated to a forum where an independent panel of professionals, consisting of legal, product, compliance and customer experience teams, will review the decision made on your claim objectively and fairly, within seven working days of receipt of the complaint.
Absa Insurance Company Limited, an insurer licensed to conduct non-life insurance business and an authorised financial services provider (FSP

This letter does not address the issue at hand
The floods of 2021 you even have dates wrong.There is NO claim I submitted in 2025, the pictures you using with which claim number are they linked?and what was the claim?me following up on the existing claim was not me opening a new claim