Urgent Assistance Needed Regarding Policy Cancellation and Rewards

I regret entering into a contract with ABSA Activate. It has been less than a year since I switched my insurance, initially for my vehicle and later adding building insurance.

Three months into my contract, I faced significant challenges reaching the call center. After escalating my concerns to management, a representative admitted that agents do not care and that management is aware but unresponsive. Despite this, I continued with ABSA Activate due to competitive premiums and the Activate Rewards Benefits.

While I was satisfied with my premiums and the rewards for good driving behavior, my experience took a turn a month ago when I tested the panic button feature and found that no agents were returning my calls. The call center experience has been frustrating, characterized by long wait times and difficulty reaching a consultant, even for cancellation.

On October 1, 2024, I requested to cancel my policy. At that time, I had approximately R1990 due to me from accumulated benefits, effectively paying around R30.43 for these rewards. However, during the cancellation process, I was informed that only about R707 would be refunded, with R1300 retained as per policy stipulations.

On September 29, 2024, when I attempted to access my policy, I discovered it had been deactivated, and as of today, no payments have been processed. I request that the call recordings from my cancellation conversation be reviewed, as I expected accurate advice regarding my earned rewards.

Additionally, I would like to address the policy clause stating, "Upon cancellation of your policy, you will forfeit all remaining earned rewards in your wallet." This clause raises concerns, especially given the poor service I have experienced. I believe it warrants reporting to Sasria for investigation, particularly regarding the ongoing complaints from customers due to inadequate service.

I would appreciate it if Saira could investigate the issues raised on HelloPeter and draw conclusions regarding the persistent problems faced by customers. I am also concerned about whether ABSA has renewed its insurance certificate in light of these complaints.

Ultimately, I request a full refund of the R1990, as I cancelled my policy due to poor service, wanting to avoid complications during any future claims.

Thank you for your immediate attention to this matter. I look forward to your prompt response.