JvdW
Joggie van der Westhuizen
1 reviews | Active since Jun 2016
24 Oct 2024, 08:41
Unsatisfied client service
So We are not people that claims a lot, only when necessary. We decided to put in a claim regarding our aircon unit at home. Email was sent to HOC admin 14/10/2024 and claims, only received an email back stating that email was received and will be attended to shortly. I was unable to call at the time. On 17/10/2024 I emailed again to just find out how long does it take for someone to make contact because it is now day 4 and nobody has emailed or contacted me. Until 23/10/2024 nobody from the claims department has emailed or contacted me to find our what happened, what is the next step, etc.
On 23/10/2024 I called to do the claim via telephone as I had time today. I spoke to Linda Shoba and I asked her to put me through to the claims department because this is really not good client service. She put me on hold and then came back and said i must send an email. Why must is send an email when the first emails regarding the claim is not even attended to? How long will it take for the complaints department to contact me if the claims department is taking this long?
Why does it take a consultant more than 1 week to come back regarding a claim we want to put in? it is not like we claim every month, this is our first claim. Either way, you should really look into getting back to clients quicker. I was told over the phone that there is a backlog, okay, then something must be done to work through the backlog quicker. Or do you prefer all your clients to just wait until you one day decide to respond?
Why must we complain first before something is done? I am really not satisfied with the client service from ABSA home insurance. If response is given through quicker, then a bad review will not be posted.
Helpful (0)
Replies (16)0
Replies (16)
Absa Insurance Company Limited's replyOfficial
24 Oct 2024, 11:39Dear Joggie 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 and the expected timeframe for further feedback/resolution via email. The reference number for your complaint is C-***8. Regards Pravesh BejayCustomer Value Management
Absa Insurance Company Limited's reply24 Oct 2024, 11:39
Official
Dear Joggie 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 and the expected timeframe for further feedback/resolution via email. The reference number for your complaint is C-***8. Regards Pravesh BejayCustomer Value Management
JvdW
Joggie van der Westhuizen's updateReviewer Update
24 Oct 2024, 13:32After I had to call Absa insurance again to find out what is going on, they told me they are first going to wait until the claim is settled, before they are going to do something about the problem. So they are not going to do anything about the emails already sent and that i didn't receive any response. in a week and a half time, nothing has happened, i had to call Absa Insurance because they just don't come back to you when you send an email. They just keep on sending an auto reply email with a new reference number, that is it. I feel this must be sorted out now, and not after the claim was settle. The person i spoke to had a very arrogant attitude with me over the phone, and to tell me he will only give me feedback on 30/10/2024, why must it still take another week for feedback? The problem is now, there is no client service. Now i have to wait another week to hear what the outcome will be.. I did ask him about it and he just said that he will handle it as soon as the claim is settle.
JvdW
Joggie van der Westhuizen's update24 Oct 2024, 13:32
Reviewer Update
After I had to call Absa insurance again to find out what is going on, they told me they are first going to wait until the claim is settled, before they are going to do something about the problem. So they are not going to do anything about the emails already sent and that i didn't receive any response. in a week and a half time, nothing has happened, i had to call Absa Insurance because they just don't come back to you when you send an email. They just keep on sending an auto reply email with a new reference number, that is it. I feel this must be sorted out now, and not after the claim was settle. The person i spoke to had a very arrogant attitude with me over the phone, and to tell me he will only give me feedback on 30/10/2024, why must it still take another week for feedback? The problem is now, there is no client service. Now i have to wait another week to hear what the outcome will be.. I did ask him about it and he just said that he will handle it as soon as the claim is settle.
Absa Insurance Company Limited's replyOfficial
24 Oct 2024, 13:54Dear Joggie
Per our conversation, the matter has been escalated to our Absa Insurance Dept. for assistance. I'm currently awaiting their report before feedback can be provided regarding the delay in responding to your emails. Apologies for the inconvenience caused.
Regards Pravesh BejayCustomer Value Management
Per our conversation, the matter has been escalated to our Absa Insurance Dept. for assistance. I'm currently awaiting their report before feedback can be provided regarding the delay in responding to your emails. Apologies for the inconvenience caused.
Regards Pravesh BejayCustomer Value Management
Absa Insurance Company Limited's reply24 Oct 2024, 13:54
Official
Dear Joggie
Per our conversation, the matter has been escalated to our Absa Insurance Dept. for assistance. I'm currently awaiting their report before feedback can be provided regarding the delay in responding to your emails. Apologies for the inconvenience caused.
Regards Pravesh BejayCustomer Value Management
Per our conversation, the matter has been escalated to our Absa Insurance Dept. for assistance. I'm currently awaiting their report before feedback can be provided regarding the delay in responding to your emails. Apologies for the inconvenience caused.
Regards Pravesh BejayCustomer Value Management
JvdW
Joggie van der Westhuizen's updateReviewer Update
24 Oct 2024, 14:12Please can this be resolved and feedback given by tomorrow, 25/10/2024 15:00? I can't see
why I must wait a week for feedback to be given regarding emails that are not attended to.
It wouldn't take them a week to give feedback.
why I must wait a week for feedback to be given regarding emails that are not attended to.
It wouldn't take them a week to give feedback.
JvdW
Joggie van der Westhuizen's update24 Oct 2024, 14:12
Reviewer Update
Please can this be resolved and feedback given by tomorrow, 25/10/2024 15:00? I can't see
why I must wait a week for feedback to be given regarding emails that are not attended to.
It wouldn't take them a week to give feedback.
why I must wait a week for feedback to be given regarding emails that are not attended to.
It wouldn't take them a week to give feedback.
Absa Insurance Company Limited's replyOfficial
24 Oct 2024, 14:20Dear Joggie
We have received confirmation that your claim has been registered and a Service Provider has been appointed. The matter has been escalated to senior management at our Absa Insurance Dept. to contact you regarding the delay in responding to your emails.
Regards Pravesh BejayCustomer Value Management
We have received confirmation that your claim has been registered and a Service Provider has been appointed. The matter has been escalated to senior management at our Absa Insurance Dept. to contact you regarding the delay in responding to your emails.
Regards Pravesh BejayCustomer Value Management
Absa Insurance Company Limited's reply24 Oct 2024, 14:20
Official
Dear Joggie
We have received confirmation that your claim has been registered and a Service Provider has been appointed. The matter has been escalated to senior management at our Absa Insurance Dept. to contact you regarding the delay in responding to your emails.
Regards Pravesh BejayCustomer Value Management
We have received confirmation that your claim has been registered and a Service Provider has been appointed. The matter has been escalated to senior management at our Absa Insurance Dept. to contact you regarding the delay in responding to your emails.
Regards Pravesh BejayCustomer Value Management
JvdW
Joggie van der Westhuizen's updateReviewer Update
24 Oct 2024, 20:33So my email was sent to Claudette who will assist, I asked her for the proof they are trying to solve this problem but she cannot provide it. They say they are waiting for Absa Insurance to give feedback, but why are they waiting for Absa Insurance? My email was sent to Absa insurance. Is this now a different company handling the complaint?
JvdW
Joggie van der Westhuizen's update24 Oct 2024, 20:33
Reviewer Update
So my email was sent to Claudette who will assist, I asked her for the proof they are trying to solve this problem but she cannot provide it. They say they are waiting for Absa Insurance to give feedback, but why are they waiting for Absa Insurance? My email was sent to Absa insurance. Is this now a different company handling the complaint?
Absa Insurance Company Limited's replyOfficial
25 Oct 2024, 08:25Dear Joggie
Your response has been noted and feedback will be provided once received from our Absa Insurance Dept.
RegardsPravesh BejayCustomer Value Management
Your response has been noted and feedback will be provided once received from our Absa Insurance Dept.
RegardsPravesh BejayCustomer Value Management
Absa Insurance Company Limited's reply25 Oct 2024, 08:25
Official
Dear Joggie
Your response has been noted and feedback will be provided once received from our Absa Insurance Dept.
RegardsPravesh BejayCustomer Value Management
Your response has been noted and feedback will be provided once received from our Absa Insurance Dept.
RegardsPravesh BejayCustomer Value Management
JvdW
Joggie van der Westhuizen's updateReviewer Update
25 Oct 2024, 11:16Can't they just answer the questions that i am asking, i don't get proper feedback.
I was given 2 numbers yesterday afternoon that i can call, the 1 number is not even working, it is incorrect.
Thank you for your email.
As requested telephonically i did request the recording of the call for today, nothing was received on the email that i received. Only the claim is spoken about but not my complaint about the email that were not answered. On the email they just say that the issue will be addressed. yesterday i was told that you guys are waiting for Absa Insurance to give feedback on this issue, until now nobody has given me any feedback on that complaint. It really cannot take that long to find out why emails are not answered when they are sent? IF there is a backlog on emails, then say so, if there was nobody working for a week, then say so. Just be honest and straight forward with the clients please.
I was given 2 numbers yesterday afternoon that i can call, the 1 number is not even working, it is incorrect.
Thank you for your email.
As requested telephonically i did request the recording of the call for today, nothing was received on the email that i received. Only the claim is spoken about but not my complaint about the email that were not answered. On the email they just say that the issue will be addressed. yesterday i was told that you guys are waiting for Absa Insurance to give feedback on this issue, until now nobody has given me any feedback on that complaint. It really cannot take that long to find out why emails are not answered when they are sent? IF there is a backlog on emails, then say so, if there was nobody working for a week, then say so. Just be honest and straight forward with the clients please.
JvdW
Joggie van der Westhuizen's update25 Oct 2024, 11:16
Reviewer Update
Can't they just answer the questions that i am asking, i don't get proper feedback.
I was given 2 numbers yesterday afternoon that i can call, the 1 number is not even working, it is incorrect.
Thank you for your email.
As requested telephonically i did request the recording of the call for today, nothing was received on the email that i received. Only the claim is spoken about but not my complaint about the email that were not answered. On the email they just say that the issue will be addressed. yesterday i was told that you guys are waiting for Absa Insurance to give feedback on this issue, until now nobody has given me any feedback on that complaint. It really cannot take that long to find out why emails are not answered when they are sent? IF there is a backlog on emails, then say so, if there was nobody working for a week, then say so. Just be honest and straight forward with the clients please.
I was given 2 numbers yesterday afternoon that i can call, the 1 number is not even working, it is incorrect.
Thank you for your email.
As requested telephonically i did request the recording of the call for today, nothing was received on the email that i received. Only the claim is spoken about but not my complaint about the email that were not answered. On the email they just say that the issue will be addressed. yesterday i was told that you guys are waiting for Absa Insurance to give feedback on this issue, until now nobody has given me any feedback on that complaint. It really cannot take that long to find out why emails are not answered when they are sent? IF there is a backlog on emails, then say so, if there was nobody working for a week, then say so. Just be honest and straight forward with the clients please.
Absa Insurance Company Limited's replyOfficial
25 Oct 2024, 13:12Dear Joggie
We have received confirmation that Ntladi from our Absa Insurance Dept. has contacted you and is addressing the service failure.
RegardsPravesh BejayCustomer Value Management
We have received confirmation that Ntladi from our Absa Insurance Dept. has contacted you and is addressing the service failure.
RegardsPravesh BejayCustomer Value Management
Absa Insurance Company Limited's reply25 Oct 2024, 13:12
Official
Dear Joggie
We have received confirmation that Ntladi from our Absa Insurance Dept. has contacted you and is addressing the service failure.
RegardsPravesh BejayCustomer Value Management
We have received confirmation that Ntladi from our Absa Insurance Dept. has contacted you and is addressing the service failure.
RegardsPravesh BejayCustomer Value Management
JvdW
Joggie van der Westhuizen's updateReviewer Update
28 Oct 2024, 13:12Thursday we had a phone call with Absa insurance and it was already determined on Thursday that they are not going to pay out the claim, before the accessor came, accessor only came Friday 14:40 and Absa had the report by just after 15:00 and now they are not going to pay out that claim. What a waste of time. After 2 weeks i am still waiting for the reply on the first email sent to them.
JvdW
Joggie van der Westhuizen's update28 Oct 2024, 13:12
Reviewer Update
Thursday we had a phone call with Absa insurance and it was already determined on Thursday that they are not going to pay out the claim, before the accessor came, accessor only came Friday 14:40 and Absa had the report by just after 15:00 and now they are not going to pay out that claim. What a waste of time. After 2 weeks i am still waiting for the reply on the first email sent to them.
Absa Insurance Company Limited's replyOfficial
28 Oct 2024, 14:26Dear Joggie
Your feedback has been noted.
RegardsPravesh BejayCustomer Value Management
Your feedback has been noted.
RegardsPravesh BejayCustomer Value Management
Absa Insurance Company Limited's reply28 Oct 2024, 14:26
Official
Dear Joggie
Your feedback has been noted.
RegardsPravesh BejayCustomer Value Management
Your feedback has been noted.
RegardsPravesh BejayCustomer Value Management
JvdW
Joggie van der Westhuizen's updateReviewer Update
28 Oct 2024, 14:36If our claims was not approved, why is our claim re-assigned to a different agent?
JvdW
Joggie van der Westhuizen's update28 Oct 2024, 14:36
Reviewer Update
If our claims was not approved, why is our claim re-assigned to a different agent?
Absa Insurance Company Limited's replyOfficial
28 Oct 2024, 14:42Dear Joggie
We will request our Absa Insurance Dept. to contact you to discuss the claim.
RegardsPravesh BejayCustomer Value Management
We will request our Absa Insurance Dept. to contact you to discuss the claim.
RegardsPravesh BejayCustomer Value Management
Absa Insurance Company Limited's reply28 Oct 2024, 14:42
Official
Dear Joggie
We will request our Absa Insurance Dept. to contact you to discuss the claim.
RegardsPravesh BejayCustomer Value Management
We will request our Absa Insurance Dept. to contact you to discuss the claim.
RegardsPravesh BejayCustomer Value Management
JvdW
Joggie van der Westhuizen's updateReviewer Update
28 Oct 2024, 14:49What proof do they have that our aircon wasn't maintained while we had it?
JvdW
Joggie van der Westhuizen's update28 Oct 2024, 14:49
Reviewer Update
What proof do they have that our aircon wasn't maintained while we had it?
Absa Insurance Company Limited's replyOfficial
28 Oct 2024, 15:13Dear Joggie
We will request our Absa Insurance Dept. to contact you to discuss the claim.
RegardsPravesh BejayCustomer Value Management
We will request our Absa Insurance Dept. to contact you to discuss the claim.
RegardsPravesh BejayCustomer Value Management
Absa Insurance Company Limited's reply28 Oct 2024, 15:13
Official
Dear Joggie
We will request our Absa Insurance Dept. to contact you to discuss the claim.
RegardsPravesh BejayCustomer Value Management
We will request our Absa Insurance Dept. to contact you to discuss the claim.
RegardsPravesh BejayCustomer Value Management
JvdW
Joggie van der Westhuizen's updateReviewer Update
28 Oct 2024, 15:21 First a request was put in for a power surge then it was changed to maintenance. You never asked for the proofof maintenance that we did on the aircon unit. The assessor was there, i told him we did maintenanceon the unit not too long ago and they also didn't ask for that proof. Shouldn't they have asked me then and therefor the proof??Absa never even asked for any proof so why must we send the proof now? And this claim was never logged on the 8th of October, weonly send our first email the 14th of October.
JvdW
Joggie van der Westhuizen's update28 Oct 2024, 15:21
Reviewer Update
First a request was put in for a power surge then it was changed to maintenance. You never asked for the proofof maintenance that we did on the aircon unit. The assessor was there, i told him we did maintenanceon the unit not too long ago and they also didn't ask for that proof. Shouldn't they have asked me then and therefor the proof??Absa never even asked for any proof so why must we send the proof now? And this claim was never logged on the 8th of October, weonly send our first email the 14th of October.