Unfairly Treatment

I am so disillusioned as an ABSA client, I submitted a claim request to ABSA on the 14th of August 2025, assisted by Thamsanqa Khonco (Claims Consultant). Everything went well the claim was approved, but the day of my claim submission, while we were still on a call with Thamsanqa, i asked him about the Car Hire and he told me that the Car Hire was not included to my policy. I asked him why not cause i know and I'm 100% sure i did request for the Car Hire to be added on my policy since i own only one vehicle, knowing that it will be a challenge for me if anything happens to my vehicle and i report the issue to my insurance company, that i need to take my vehicle in for repairs i won't have any vehicle to go to work with. I even told him that ever since i started working, when i bought my first car, i made sure i join the Comprehensive Car Insurance with Car Hire included, so i cannot stop adding the Car Hire now while i know it benefits me.

I then requested the call recording from the day i joined the insurance, his response was "okay, i will send an email to management and request the recording". Alright, then he got back to me to provide me the feedback regarding my request for the call recording, On the 22nd of August 2025, i received an email with the recording attached from Thamsanqa, i listened to the recording, only to find out that is not the recording i requested, the wrong recording attached on the mail, the one attached it was for a phone call i received from ABSA Insurance Consultants lady to confirm my residential address. I then responded to his email immediately after listening to the recording, advising him that the recording you sent me is incorrect, now i will have to explain myself again about what I'm requesting for, that i need a call recording for the first day i joined the insurance.

I never got any feedback him, i tried calling ABSA Claims Department but no assistance out of that, every time i called Thamsanqa he was always busy on an other call. On the 22 September 2025 in the morning, i received a call from the panel beater who will taking care of the repairs in my vehicle. Now remember, the claim is approved, submitted to the panel beater together with the authorization to work on my vehicle. The panel beater is asking me when will my vehicle brought in for repairs, i told him I'm still waiting for my insurance to give me feedback on the Car Hire cause i need it to go to work with, he said I'm afraid claim will elapse after 3 months.

I then decided to go to ABSA offices at the below address: 9 Lothbury Road, Auckland Park, Johannesburg , 2092

I got to the reception, they tried calling Thamsanqa, and he was unavailable. They sent him a message, he gave us a wrong number, the number didn't go through. The reception lady finally managed to get hold of Thamsanqa on the phone, and she let me speak to him, i asked him why you not replying to emails after so much follow-ups on my request. He then says he didn't see my emails but he will go through my emails and he send another request to his management to request the recording.

My frustration in all this is, why do i need to waste my time to keep on doing follow-ups on my request, why was i sent the wrong recording from the start knowing very well is not what i requested, what is the delay on my request cause all calls are recorded for such situations or misunderstandings. I had skip work, waste my time and go to ABSA offices to speak to Thamsanqa Khonco with the reception phone, without any solid explanation or feedback regarding my request.

Now, i want ABSA Insurance to tell me what is the next step based on my request, or should i take it with OMBUDSMAN since I'm not the one who called ABSA Insurance for quotes, i was called and i asked or convinced to cancel my insurance, they would give me a better option. Better option is this what meant by treating people so unfairly??

Please can i kindly have a proper feedback with what i have requested before end of September 2025.

Thanks Glen Nkuna ***