UNHAPPY CUSTOMER

I would like to raise my disgust and my disappointment the absa home owners insurance dealt with my claim and the way absa's action does not get back to it's clients when a complaint is logged. On the 8 April I logged a claim with absa HOC my ceiling fell in due to the storm we had. on the 17 April absa informed us telephonically that the claim has been rejected, I then logged a complaint with action line on the 17 April as I was disappointed in their decision, action line SLA is 8 hours up until today a consultant has not called or emailed us with any feedback to our complaint I requested a rejection letter that was sent to us on the 18 April in the rejection letter it states >the roof has been waterproofed multiple times and it's a ongoing issue >waterproof along the solar has deteriorated overtime causing damages >damages has developed over time due to lack of maintenance, absa then further states that the burden of proof rest on us. On the 19 April an email was sent to Saneliswe Danisa with questions raised to the above points up until today no feedback received. As a absa customer is this the type of service rendered to the man on the street. When the property was bought an assessor had to valuate the property upon valuation why was the clients not informed in writing about the defects on the property, absa could quickly refer me to the "policy wording document" which states that the assessment does not guarantee the property is free of any defects, how can no defects be noted when the insured property consist of walls ceilings roof and windows? if this is the case why did absa insurance not send out a evaluator to valuate a property they are going to insure, when claiming stage comes then customers hears about all the defects that the property now have but no prior communication was sent out from absa to its's customers to notify them that the defects must be fixed before the insurance is going to insure the property. The property was purchased 3 years ago what prior knowledge do we as the layman on the street have and current owners if the specialist did not inform us of defects on the property, the Onus rested on Absa as the insurer to inform us as customer in writing about the defects and it would then have been our responsibility to fix the defects on the property. Upon speaking to some my friends and family living on the cape flats that has lodged a claim with absa they informed me there claim was to rejected no reason given, does Absa only give priority to customers and is claims only successful if you live in certain area's or when the value of your property is above a certain threshold but the person living on the cape flats claim is just rejected or extreme measures need to be be followed for a satisfactory claim. I have to live in a insured property that has a hole in the ceiling leakages and has mouldy walls due to water seeping through is this the way absa treats its customers fairly. Absa insures ads the insurance yearly to the bond no questions asked but at claiming stage there is a list of questions, this type of treatment is not aligned with ABSA'S VALUES, we obsessed with the customer we take ownership and we go beyond customer expectations. I would like my complaint to be dealt with and my moldy walls which the water is seeping through, the roof and the ceiling replaced and fixed. I can be contacted on *** or emailed ***