VE
Vries E
1 reviews | Active since Jul 2011
23 Sept 2022, 13:38
Unhappy ABSA Idirect handling of my claim
On 19 September 2022 I've contacted ABSA home insurance to report a leak in the bathroom wall (suspected pipe burst). ABSA send a plumber company PINPOINT to look into the damage:
My unhappiness is: - The advice the company gave was wrong - Water is still dripping and leaking through the sealing - Every time, I deal with a new call centre assistant at ABSA - The water is still leaking and might cause irreparable damage - As I understand from the call centre assistant that they cannot change the plumber because they are already paid (How do you use *********** services, that changes their story every 5 minutes) - I do agree that the mixer is my problem, but however that advise was never given and if the bathroom is not being used how is the water getting into the mixer? - How do I pay an excess if the leak has not been stopped - Prevention on the damage to the wall. - Water is still dripping - *********** service providers (plumbers) - ABSA not contacting me in giving me feedback
Helpful (0)
Replies (5)0
Replies (5)
Absa Insurance Company Limited's replyOfficial
23 Sept 2022, 14:20Dear Vries Eustice
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-***2.
Kind regards,
Group Customer Care
Rezona Louw
Absa Insurance Company Limited's reply23 Sept 2022, 14:20
Official
Dear Vries Eustice
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-***2.
Kind regards,
Group Customer Care
Rezona Louw
VE
Vries E's updateReviewer Update
23 Sept 2022, 16:29Good day Rezona
I am trying to contact the number but it stays engaged.
- In the mean time water is still leaking through.
- I've alerted ABSA thus morning and nobody came to fix it still.
- Nobody is waring my calls to discuss the problem
Regards
Eustice
VE
Vries E's update23 Sept 2022, 16:29
Reviewer Update
Good day Rezona
I am trying to contact the number but it stays engaged.
- In the mean time water is still leaking through.
- I've alerted ABSA thus morning and nobody came to fix it still.
- Nobody is waring my calls to discuss the problem
Regards
Eustice
Absa Insurance Company Limited's replyOfficial
26 Sept 2022, 09:17 Dear Vries Eustice
We refer to your complaint posted on Hellopeter.
Please accept our sincere apology for any inconvenience caused.
The reference number for your complaint is C-***2.
The matter has been escalated to our management team at our Insurance department for investigation and feedback.
Trust the above is in order.
Regards,
Rezona Louw
Specialist Case Manager: Social Media
Customer Value Management: Customer Care
We refer to your complaint posted on Hellopeter.
Please accept our sincere apology for any inconvenience caused.
The reference number for your complaint is C-***2.
The matter has been escalated to our management team at our Insurance department for investigation and feedback.
Trust the above is in order.
Regards,
Rezona Louw
Specialist Case Manager: Social Media
Customer Value Management: Customer Care
Absa Insurance Company Limited's reply26 Sept 2022, 09:17
Official
Dear Vries Eustice
We refer to your complaint posted on Hellopeter.
Please accept our sincere apology for any inconvenience caused.
The reference number for your complaint is C-***2.
The matter has been escalated to our management team at our Insurance department for investigation and feedback.
Trust the above is in order.
Regards,
Rezona Louw
Specialist Case Manager: Social Media
Customer Value Management: Customer Care
We refer to your complaint posted on Hellopeter.
Please accept our sincere apology for any inconvenience caused.
The reference number for your complaint is C-***2.
The matter has been escalated to our management team at our Insurance department for investigation and feedback.
Trust the above is in order.
Regards,
Rezona Louw
Specialist Case Manager: Social Media
Customer Value Management: Customer Care
VE
Vries E's updateReviewer Update
26 Sept 2022, 16:29Good day
Still nobody has contacted me in the mean time every time you postpone the contact time by 2 days.
In the mean time while I am waiting for ABSA Idirect to contact me, I am getting more and more water damage, while the Plumbing Contracting Company is repairing the report.
Why are you sending out generic responses in going to assist me?
Regards
Eustice
Still nobody has contacted me in the mean time every time you postpone the contact time by 2 days.
In the mean time while I am waiting for ABSA Idirect to contact me, I am getting more and more water damage, while the Plumbing Contracting Company is repairing the report.
Why are you sending out generic responses in going to assist me?
Regards
Eustice
VE
Vries E's update26 Sept 2022, 16:29
Reviewer Update
Good day
Still nobody has contacted me in the mean time every time you postpone the contact time by 2 days.
In the mean time while I am waiting for ABSA Idirect to contact me, I am getting more and more water damage, while the Plumbing Contracting Company is repairing the report.
Why are you sending out generic responses in going to assist me?
Regards
Eustice
Still nobody has contacted me in the mean time every time you postpone the contact time by 2 days.
In the mean time while I am waiting for ABSA Idirect to contact me, I am getting more and more water damage, while the Plumbing Contracting Company is repairing the report.
Why are you sending out generic responses in going to assist me?
Regards
Eustice
Absa Insurance Company Limited's replyOfficial
27 Sept 2022, 08:36 Dear Vries Eustice
We refer to your complaint posted on Hellopeter.
Please accept our sincere apology for any inconvenience caused.
The matter has been escalated to our management team at our Insurance department for urgent assistance.
Trust the above is in order.
Regards,
Rezona Louw
Specialist Case Manager: Social Media
Customer Value Management: Customer Care
We refer to your complaint posted on Hellopeter.
Please accept our sincere apology for any inconvenience caused.
The matter has been escalated to our management team at our Insurance department for urgent assistance.
Trust the above is in order.
Regards,
Rezona Louw
Specialist Case Manager: Social Media
Customer Value Management: Customer Care
Absa Insurance Company Limited's reply27 Sept 2022, 08:36
Official
Dear Vries Eustice
We refer to your complaint posted on Hellopeter.
Please accept our sincere apology for any inconvenience caused.
The matter has been escalated to our management team at our Insurance department for urgent assistance.
Trust the above is in order.
Regards,
Rezona Louw
Specialist Case Manager: Social Media
Customer Value Management: Customer Care
We refer to your complaint posted on Hellopeter.
Please accept our sincere apology for any inconvenience caused.
The matter has been escalated to our management team at our Insurance department for urgent assistance.
Trust the above is in order.
Regards,
Rezona Louw
Specialist Case Manager: Social Media
Customer Value Management: Customer Care