PK
PL K
1 reviews | Active since Jan 2023
11 Feb 2026, 09:41
URGENT COMPLAINT: ABSA Insurance Delays Are Putting My Family’s Lives at Risk
I am lodging this complaint against ABSA Insurance due to their unacceptable delays, poor coordination, and complete disregard for my family’s safety.
This situation is now EXTREMELY serious.
Following a lightning strike, our electric security fence and gate cameras were damaged. Because ABSA failed to act with urgency, ********s were able to access our property the very next day. They broke in, cut our fence, and began stripping and *****ing equipment and electrical cables.
Since the initial incident, the ********s have repeatedly returned to our property. They continue cutting new sections of the fence, *****ing additional equipment, vandalising infrastructure, and stripping electrical wiring, causing progressively greater damage. With every delay in repairs, the risk increases — and each intrusion brings them closer to entering our home.
At this point, it is no longer just about ****** property — it is about personal safety and the very real risk that these ********s will eventually enter our house. I genuinely fear for my family’s lives.
The claim was first logged on Monday, 2 February 2026. ABSA initially assigned a first installer who never arrived. Only after we lodged a complaint did they assign a second installer, who came out immediately, assessed the damage, and prepared a quote which is still awaiting ABSA’s approval. Despite this, ABSA has now assigned a third installer merely to “assess” the situation again — almost two weeks after the initial incident. This installer can only come tomorrow.
This ongoing delay has directly resulted in:
• Repeated ******** activity • Escalating damage • Increased safety risks • Ongoing emotional stress • Financial loss due to multiple excess payments • Additional damage caused purely by ABSA’s inaction
Every time ********s return, I must log another incident and pay another excess — all because ABSA refuses to move fast enough to secure our property.
To make matters worse, ABSA still expects premium increases, despite their own service failures actively worsening the situation.
This is unacceptable.
ABSA’s delays are directly contributing to continued crime on my property. Their lack of urgency communicates one clear message: our lives mean nothing.
Reference numbers: ******6
I demand:
Immediate approval for a single installer to complete ALL repairs urgently.
A senior claims manager to contact me directly.
A full review of the handling of this claim.
Consideration for waiver of additional excess payments caused by ABSA delays.
Written confirmation of corrective action.
If this is not resolved urgently, I will escalate this matter to the Ombudsman and pursue further legal avenues.
This complaint is submitted in good faith, but with absolute urgency.
Helpful (0)
Replies (9)0
Replies (9)PK
Thank you for your response.
It is disappointing that we had to resort to HelloPeter before any meaningful action or ownership was taken.
What saddens me most is that this could have been a positive story — one where ABSA acted immediately to protect our family and property, allowing us to post positive feedback about swift service delivery. Instead, everything first had to become negative and public before anyone stepped in.
We should not have to escalate matters or expose ourselves on social platforms just to receive basic urgency on a claim that directly affects our safety.
Please understand that this is not merely an insurance matter anymore. Ongoing delays have allowed repeated ******** activity on our property, escalating damage and placing my family at serious risk.
I trust that this will now be handled with the urgency it deserves. We are awaiting your direct contact details and a clear, firm timeframe for resolution.
PL K's updateReviewer Update
11 Feb 2026, 11:17Dear Godfrey,
Thank you for your response.
It is disappointing that we had to resort to HelloPeter before any meaningful action or ownership was taken.
What saddens me most is that this could have been a positive story — one where ABSA acted immediately to protect our family and property, allowing us to post positive feedback about swift service delivery. Instead, everything first had to become negative and public before anyone stepped in.
We should not have to escalate matters or expose ourselves on social platforms just to receive basic urgency on a claim that directly affects our safety.
Please understand that this is not merely an insurance matter anymore. Ongoing delays have allowed repeated ******** activity on our property, escalating damage and placing my family at serious risk.
I trust that this will now be handled with the urgency it deserves. We are awaiting your direct contact details and a clear, firm timeframe for resolution.
PK
PL K's update11 Feb 2026, 11:17
Reviewer Update
Dear Godfrey,
Thank you for your response.
It is disappointing that we had to resort to HelloPeter before any meaningful action or ownership was taken.
What saddens me most is that this could have been a positive story — one where ABSA acted immediately to protect our family and property, allowing us to post positive feedback about swift service delivery. Instead, everything first had to become negative and public before anyone stepped in.
We should not have to escalate matters or expose ourselves on social platforms just to receive basic urgency on a claim that directly affects our safety.
Please understand that this is not merely an insurance matter anymore. Ongoing delays have allowed repeated ******** activity on our property, escalating damage and placing my family at serious risk.
I trust that this will now be handled with the urgency it deserves. We are awaiting your direct contact details and a clear, firm timeframe for resolution.
PK
PL K's updateReviewer Update
11 Feb 2026, 13:24What a joke, this is your reply, 16 Feb? How much more must we go through until 16 Feb? I hope everyone see this, this is exactly how much ABSA think about our safety
Good day, Juanita,
Thank you for raising your concern with Absa Bank and allowing me the opportunity to investigate and resolve your complaint.
For any future correspondence regarding your complaint, please quote the following complaint reference number C-***0.
Our complaints handling procedure is as follows.
Thank you for raising your concern with Absa Bank and allowing me the opportunity to investigate and resolve your complaint.
For any future correspondence regarding your complaint, please quote the following complaint reference number C-***0.
Our complaints handling procedure is as follows.
- The complaint has been assigned to me, and I will investigate and consider all relevant information.
- I will provide you with feedback as to the progress of your complaint by 16 February 2026.
- Please note that the time it will take to resolve your complaint depends on the complexity of the matter.
- You will be notified of the outcome of the investigation and final decision as soon as possible.
I apologise for any inconvenience that may have been caused and assure you that we will provide you with the best quality service at every step of the way.
PK
PL K's update11 Feb 2026, 13:24
Reviewer Update
What a joke, this is your reply, 16 Feb? How much more must we go through until 16 Feb? I hope everyone see this, this is exactly how much ABSA think about our safety
Good day, Juanita,
Thank you for raising your concern with Absa Bank and allowing me the opportunity to investigate and resolve your complaint.
For any future correspondence regarding your complaint, please quote the following complaint reference number C-***0.
Our complaints handling procedure is as follows.
Thank you for raising your concern with Absa Bank and allowing me the opportunity to investigate and resolve your complaint.
For any future correspondence regarding your complaint, please quote the following complaint reference number C-***0.
Our complaints handling procedure is as follows.
- The complaint has been assigned to me, and I will investigate and consider all relevant information.
- I will provide you with feedback as to the progress of your complaint by 16 February 2026.
- Please note that the time it will take to resolve your complaint depends on the complexity of the matter.
- You will be notified of the outcome of the investigation and final decision as soon as possible.
I apologise for any inconvenience that may have been caused and assure you that we will provide you with the best quality service at every step of the way.
PK
PL K's updateReviewer Update
11 Feb 2026, 13:39We do not want feedback we want the issue to be solved. ABSA has been giving delayed feedback since we logged the call
PK
PL K's update11 Feb 2026, 13:39
Reviewer Update
We do not want feedback we want the issue to be solved. ABSA has been giving delayed feedback since we logged the call
PK
What I find even more concerning is that you, as the Specialist Case Manager responsible for Customer Value, should not require senior management involvement for urgent action to be taken on a matter that directly impacts customer safety.
We have spent hours on the line with your call centre, and no one is willing to assist meaningfully. Every person provides a different explanation for the delays. You already have the submitted quotes, yet no approval or action is being taken. At the same time, our phone calls and emails remain unanswered.
Given this, I suggest we continue all communication via HelloPeter so that the public can clearly see the level of service ABSA is providing, the continued delays, and how seriously ABSA truly regards the safety of its clients.
PL K's updateReviewer Update
13 Feb 2026, 11:06Dear Godfrey,
It is disappointing to note that you are quick to respond publicly on social media, yet there has been no response to our direct email communication or phone calls from senior management.
What I find even more concerning is that you, as the Specialist Case Manager responsible for Customer Value, should not require senior management involvement for urgent action to be taken on a matter that directly impacts customer safety.
We have spent hours on the line with your call centre, and no one is willing to assist meaningfully. Every person provides a different explanation for the delays. You already have the submitted quotes, yet no approval or action is being taken. At the same time, our phone calls and emails remain unanswered.
Given this, I suggest we continue all communication via HelloPeter so that the public can clearly see the level of service ABSA is providing, the continued delays, and how seriously ABSA truly regards the safety of its clients.
The situation is escalating. ******** activity on our property continues. The individuals involved are moving closer to our home with each incident. If they eventually enter our home and physical harm occurs, what will ABSA’s response be at that point? Another apology?
As things stand, nothing positive has been done — only delay after delay — while the risk to my family increases daily.
We are still waiting for concrete action, clear timelines, and actual resolution — not acknowledgements.
PK
PL K's update13 Feb 2026, 11:06
Reviewer Update
Dear Godfrey,
It is disappointing to note that you are quick to respond publicly on social media, yet there has been no response to our direct email communication or phone calls from senior management.
What I find even more concerning is that you, as the Specialist Case Manager responsible for Customer Value, should not require senior management involvement for urgent action to be taken on a matter that directly impacts customer safety.
We have spent hours on the line with your call centre, and no one is willing to assist meaningfully. Every person provides a different explanation for the delays. You already have the submitted quotes, yet no approval or action is being taken. At the same time, our phone calls and emails remain unanswered.
Given this, I suggest we continue all communication via HelloPeter so that the public can clearly see the level of service ABSA is providing, the continued delays, and how seriously ABSA truly regards the safety of its clients.
The situation is escalating. ******** activity on our property continues. The individuals involved are moving closer to our home with each incident. If they eventually enter our home and physical harm occurs, what will ABSA’s response be at that point? Another apology?
As things stand, nothing positive has been done — only delay after delay — while the risk to my family increases daily.
We are still waiting for concrete action, clear timelines, and actual resolution — not acknowledgements.
PK
After spending several more hours on the phone again this morning, ABSA has now advised that they will not cover any interim security measures while we wait for claim approval.
We are now being told that, based on the incident dates from nearly two weeks ago, it may take another 10 working days before approval might be granted — and in the meantime, we are expected to arrange and pay for our own security and safety.
This is despite ongoing ******** activity on our property and repeated intrusions.
So, while ABSA delays and processes paperwork, my family is left exposed and vulnerable.
This is shocking.
It is clear that ABSA is unwilling to take responsibility for the immediate safety risk created by their own delays.
I will now be escalating this matter to the Ombudsman and pursuing further legal avenues. I will also continue sharing this experience publicly so others can see how ABSA handles urgent claims involving real safety risks.
PL K's updateReviewer Update
13 Feb 2026, 11:40Dear Godfrey and members of the public,
Just further feedback on how seriously ABSA takes the safety of my family’s lives.
After spending several more hours on the phone again this morning, ABSA has now advised that they will not cover any interim security measures while we wait for claim approval.
We are now being told that, based on the incident dates from nearly two weeks ago, it may take another 10 working days before approval might be granted — and in the meantime, we are expected to arrange and pay for our own security and safety.
This is despite ongoing ******** activity on our property and repeated intrusions.
So, while ABSA delays and processes paperwork, my family is left exposed and vulnerable.
This is shocking.
It is clear that ABSA is unwilling to take responsibility for the immediate safety risk created by their own delays.
I will now be escalating this matter to the Ombudsman and pursuing further legal avenues. I will also continue sharing this experience publicly so others can see how ABSA handles urgent claims involving real safety risks.
PK
PL K's update13 Feb 2026, 11:40
Reviewer Update
Dear Godfrey and members of the public,
Just further feedback on how seriously ABSA takes the safety of my family’s lives.
After spending several more hours on the phone again this morning, ABSA has now advised that they will not cover any interim security measures while we wait for claim approval.
We are now being told that, based on the incident dates from nearly two weeks ago, it may take another 10 working days before approval might be granted — and in the meantime, we are expected to arrange and pay for our own security and safety.
This is despite ongoing ******** activity on our property and repeated intrusions.
So, while ABSA delays and processes paperwork, my family is left exposed and vulnerable.
This is shocking.
It is clear that ABSA is unwilling to take responsibility for the immediate safety risk created by their own delays.
I will now be escalating this matter to the Ombudsman and pursuing further legal avenues. I will also continue sharing this experience publicly so others can see how ABSA handles urgent claims involving real safety risks.
PK
PL K's updateReviewer Update
19 Feb 2026, 08:53Dear Godfrey,
This matter has now been ongoing for almost three weeks, and the continued incompetence, lack of accountability, and complete absence of urgency is deeply concerning.
This morning, you informed the contractor that the theft claim was declined due to “no SAPS case number.” This is simply not true. The SAPS case number was already provided to ABSA, along with photographic evidence of the police vehicle on site. Despite this, the claim was still declined.
This level of disorganisation is unacceptable.
You repeatedly state on social media that senior management will contact us, yet not once has anyone reached out. No calls. No emails. Only public responses while we are left exposed and unsafe.
We are being told to arrange our own security while ABSA delays approvals, despite ongoing ******** activity on our property and escalating risk to our family. This is not merely an insurance matter anymore — this is about personal safety.
Please understand the seriousness of this: ABSA’s delays and internal failures are directly contributing to a situation where intruders could enter our home at any moment.
I ask you to put yourself in our position. Imagine knowing that your own insurer is aware of repeated ******** activity at your home, yet continues to delay, miscommunicate, and decline claims based on incorrect information.
How would you feel?
We are still waiting for:
• Immediate correction of the theft claim status
• Written confirmation that the SAPS case number has been accepted
• Urgent approval of the submitted quotes
• Direct contact from a senior decision-maker
• Clear timelines for full resolution
• Written confirmation that the SAPS case number has been accepted
• Urgent approval of the submitted quotes
• Direct contact from a senior decision-maker
• Clear timelines for full resolution
Until these actions occur, ABSA continues to demonstrate a complete lack of concern for our safety.
PK
PL K's update19 Feb 2026, 08:53
Reviewer Update
Dear Godfrey,
This matter has now been ongoing for almost three weeks, and the continued incompetence, lack of accountability, and complete absence of urgency is deeply concerning.
This morning, you informed the contractor that the theft claim was declined due to “no SAPS case number.” This is simply not true. The SAPS case number was already provided to ABSA, along with photographic evidence of the police vehicle on site. Despite this, the claim was still declined.
This level of disorganisation is unacceptable.
You repeatedly state on social media that senior management will contact us, yet not once has anyone reached out. No calls. No emails. Only public responses while we are left exposed and unsafe.
We are being told to arrange our own security while ABSA delays approvals, despite ongoing ******** activity on our property and escalating risk to our family. This is not merely an insurance matter anymore — this is about personal safety.
Please understand the seriousness of this: ABSA’s delays and internal failures are directly contributing to a situation where intruders could enter our home at any moment.
I ask you to put yourself in our position. Imagine knowing that your own insurer is aware of repeated ******** activity at your home, yet continues to delay, miscommunicate, and decline claims based on incorrect information.
How would you feel?
We are still waiting for:
• Immediate correction of the theft claim status
• Written confirmation that the SAPS case number has been accepted
• Urgent approval of the submitted quotes
• Direct contact from a senior decision-maker
• Clear timelines for full resolution
• Written confirmation that the SAPS case number has been accepted
• Urgent approval of the submitted quotes
• Direct contact from a senior decision-maker
• Clear timelines for full resolution
Until these actions occur, ABSA continues to demonstrate a complete lack of concern for our safety.
PK
There are two directly linked events:
In short: the entire system infrastructure was removed or rendered unusable.
Now ABSA advises that only the lightning-damaged cameras have been approved.
So please explain — to me and to the public:
PL K's updateReviewer Update
19 Feb 2026, 10:00Dear Godfrey,
Let me clearly explain the situation, as it appears the full scope of this claim is still not being understood.
There are two directly linked events:
1. Lightning damage
The lightning strike damaged the cameras and the electric fence energiser.
The lightning strike damaged the cameras and the electric fence energiser.
2. Theft and vandalism as a direct result of the above failure
Because the security systems were no longer operational, ******** entry occurred. During this incident:
Because the security systems were no longer operational, ******** entry occurred. During this incident:
• All remaining equipment was ****** or vandalised beyond use
• The secure steel box was broken into and vandalised beyond use
• All power sources supplying the cameras and energiser were ******, including backup batteries, chargers and solar panels
• ALL cabling was stripped
• The energiser was removed and taken
• The secure steel box was broken into and vandalised beyond use
• All power sources supplying the cameras and energiser were ******, including backup batteries, chargers and solar panels
• ALL cabling was stripped
• The energiser was removed and taken
In short: the entire system infrastructure was removed or rendered unusable.
Now ABSA advises that only the lightning-damaged cameras have been approved.
So please explain — to me and to the public:
How are these cameras supposed to receive power when all power sources have been ******?
How are they meant to transmit footage when all networking cables were stripped?
How will three standalone cameras, without power or connectivity, prevent further ******** activity?
And how will these newly installed cameras not simply be removed again, given that the perimeter security remains non-functional?
How are they meant to transmit footage when all networking cables were stripped?
How will three standalone cameras, without power or connectivity, prevent further ******** activity?
And how will these newly installed cameras not simply be removed again, given that the perimeter security remains non-functional?
Approving only the cameras does not restore security. It does not mitigate risk. It does not protect my family.
It merely delays the overall process even further.
Please do not state that “ABSA has approved repairs” — because what has been approved does not resolve the actual problem, nor does it address the ongoing safety risk created by the original incident and compounded by repeated ******** activity.
We require full system restoration, not isolated component replacement.
Until that happens, our property remains exposed and our family remains at risk.
PK
PL K's update19 Feb 2026, 10:00
Reviewer Update
Dear Godfrey,
Let me clearly explain the situation, as it appears the full scope of this claim is still not being understood.
There are two directly linked events:
1. Lightning damage
The lightning strike damaged the cameras and the electric fence energiser.
The lightning strike damaged the cameras and the electric fence energiser.
2. Theft and vandalism as a direct result of the above failure
Because the security systems were no longer operational, ******** entry occurred. During this incident:
Because the security systems were no longer operational, ******** entry occurred. During this incident:
• All remaining equipment was ****** or vandalised beyond use
• The secure steel box was broken into and vandalised beyond use
• All power sources supplying the cameras and energiser were ******, including backup batteries, chargers and solar panels
• ALL cabling was stripped
• The energiser was removed and taken
• The secure steel box was broken into and vandalised beyond use
• All power sources supplying the cameras and energiser were ******, including backup batteries, chargers and solar panels
• ALL cabling was stripped
• The energiser was removed and taken
In short: the entire system infrastructure was removed or rendered unusable.
Now ABSA advises that only the lightning-damaged cameras have been approved.
So please explain — to me and to the public:
How are these cameras supposed to receive power when all power sources have been ******?
How are they meant to transmit footage when all networking cables were stripped?
How will three standalone cameras, without power or connectivity, prevent further ******** activity?
And how will these newly installed cameras not simply be removed again, given that the perimeter security remains non-functional?
How are they meant to transmit footage when all networking cables were stripped?
How will three standalone cameras, without power or connectivity, prevent further ******** activity?
And how will these newly installed cameras not simply be removed again, given that the perimeter security remains non-functional?
Approving only the cameras does not restore security. It does not mitigate risk. It does not protect my family.
It merely delays the overall process even further.
Please do not state that “ABSA has approved repairs” — because what has been approved does not resolve the actual problem, nor does it address the ongoing safety risk created by the original incident and compounded by repeated ******** activity.
We require full system restoration, not isolated component replacement.
Until that happens, our property remains exposed and our family remains at risk.
PK
Below are two private emails received from both Godfrey Ndou and Claudette Lewis — and once again, they contradict each other.
Godfrey advises that the matter will be finalised by close of business today.
Claudette advises that feedback will only be provided by close of business tomorrow.
Tomorrow is Friday. This means nothing will happen over the weekend.
So every delay compounds the risk.
Despite this, ABSA continues to refuse interim security measures, stating that guarding our property is “our problem”, while ******** activity continues and our family remains exposed.
Additionally, Claudette again did not have the SAPS case number on record — despite it having already been submitted. We were forced to provide it yet again.
Why is everyone working in isolation?
Is ABSA not one company operating on one system?
This has now been ongoing for weeks. Approvals are delayed. Information is repeatedly lost. Timelines conflict. No senior decision-maker has contacted us. And we are still left unprotected.
At what point does someone at ABSA take ownership and treat this as the urgent safety matter it is?
We are not asking for sympathy.
We are asking for decisive action.
Until full system restoration is approved and implemented, our property remains exposed and our family remains at risk — entirely due to ABSA’s ongoing delays and internal failures.
------
PL K's updateReviewer Update
19 Feb 2026, 13:48Good day Godfrey and members of the public,
I previously indicated that I would keep the public informed, so that everyone can see firsthand the level of care ABSA Insurance shows for the safety of its clients — the very clients who ultimately pay their salaries. I therefore share the following for full transparency.
Below are two private emails received from both Godfrey Ndou and Claudette Lewis — and once again, they contradict each other.
Godfrey advises that the matter will be finalised by close of business today.
Claudette advises that feedback will only be provided by close of business tomorrow.
Tomorrow is Friday. This means nothing will happen over the weekend.
Even if approval is eventually granted, the contractor will still need several days to source replacement equipment (as everything was destroyed or ******), followed by additional days to complete installation.
Contractors also have other clients and cannot simply abandon existing commitments.
Contractors also have other clients and cannot simply abandon existing commitments.
So every delay compounds the risk.
Despite this, ABSA continues to refuse interim security measures, stating that guarding our property is “our problem”, while ******** activity continues and our family remains exposed.
Additionally, Claudette again did not have the SAPS case number on record — despite it having already been submitted. We were forced to provide it yet again.
Why is everyone working in isolation?
Is ABSA not one company operating on one system?
This has now been ongoing for weeks. Approvals are delayed. Information is repeatedly lost. Timelines conflict. No senior decision-maker has contacted us. And we are still left unprotected.
At what point does someone at ABSA take ownership and treat this as the urgent safety matter it is?
We are not asking for sympathy.
We are asking for decisive action.
Until full system restoration is approved and implemented, our property remains exposed and our family remains at risk — entirely due to ABSA’s ongoing delays and internal failures.
------
Absa Insurance Company Limited’s reply
19 Feb 2026 at 13:14
Dear Juanita,
Thank you for your feedback.
We apologise for the delays on this matter.
Absa Insurance has committed to finalise the matter by close of business day today.
Regards
Godfrey Ndou
Absa Bank Group Customer Care
-------
-------
Dear Junita Theron
We acknowledge receipt of your complaint which was forwarded to the Escalation mailbox for further assistance.
Please be advised that we are currently engaging with Absa Insurance to urgently investigate and advise.
Godfrey will provide you with further updates/ feedback by Close of Business February 20, 2026.
We sincerely apologise for any inconvenience we may have caused you.
Claudette Lewis
SME Social Media / Escalation Team
Customer Value Management
PK
PL K's update19 Feb 2026, 13:48
Reviewer Update
Good day Godfrey and members of the public,
I previously indicated that I would keep the public informed, so that everyone can see firsthand the level of care ABSA Insurance shows for the safety of its clients — the very clients who ultimately pay their salaries. I therefore share the following for full transparency.
Below are two private emails received from both Godfrey Ndou and Claudette Lewis — and once again, they contradict each other.
Godfrey advises that the matter will be finalised by close of business today.
Claudette advises that feedback will only be provided by close of business tomorrow.
Tomorrow is Friday. This means nothing will happen over the weekend.
Even if approval is eventually granted, the contractor will still need several days to source replacement equipment (as everything was destroyed or ******), followed by additional days to complete installation.
Contractors also have other clients and cannot simply abandon existing commitments.
Contractors also have other clients and cannot simply abandon existing commitments.
So every delay compounds the risk.
Despite this, ABSA continues to refuse interim security measures, stating that guarding our property is “our problem”, while ******** activity continues and our family remains exposed.
Additionally, Claudette again did not have the SAPS case number on record — despite it having already been submitted. We were forced to provide it yet again.
Why is everyone working in isolation?
Is ABSA not one company operating on one system?
This has now been ongoing for weeks. Approvals are delayed. Information is repeatedly lost. Timelines conflict. No senior decision-maker has contacted us. And we are still left unprotected.
At what point does someone at ABSA take ownership and treat this as the urgent safety matter it is?
We are not asking for sympathy.
We are asking for decisive action.
Until full system restoration is approved and implemented, our property remains exposed and our family remains at risk — entirely due to ABSA’s ongoing delays and internal failures.
------
Absa Insurance Company Limited’s reply
19 Feb 2026 at 13:14
Dear Juanita,
Thank you for your feedback.
We apologise for the delays on this matter.
Absa Insurance has committed to finalise the matter by close of business day today.
Regards
Godfrey Ndou
Absa Bank Group Customer Care
-------
-------
Dear Junita Theron
We acknowledge receipt of your complaint which was forwarded to the Escalation mailbox for further assistance.
Please be advised that we are currently engaging with Absa Insurance to urgently investigate and advise.
Godfrey will provide you with further updates/ feedback by Close of Business February 20, 2026.
We sincerely apologise for any inconvenience we may have caused you.
Claudette Lewis
SME Social Media / Escalation Team
Customer Value Management
PK
However, stating that “the matter is receiving attention and we will provide feedback” does not provide any meaningful update.
This matter has been “receiving attention” for weeks, yet:
A generic response without a firm action plan or timeframe does not address the urgency of the situation.
This is not a routine claim. It involves ongoing ******** activity and a real safety risk.
We require decisive action — not standard responses!!
---
PL K's updateReviewer Update
19 Feb 2026, 15:36Dear Godfrey,
Thank you for your response. (see Godfreys response below)
However, stating that “the matter is receiving attention and we will provide feedback” does not provide any meaningful update.
This matter has been “receiving attention” for weeks, yet:
• No full approval has been granted
• No interim security has been authorised
• No senior decision-maker has contacted us
• No clear timeline has been provided
• Our property remains exposed
• No interim security has been authorised
• No senior decision-maker has contacted us
• No clear timeline has been provided
• Our property remains exposed
A generic response without a firm action plan or timeframe does not address the urgency of the situation.
Please provide:
- A confirmed approval timeline (date and time)
- Confirmation of full system restoration approval (not partial)
- A clear explanation regarding the refusal of interim security
- The name and contact details of the accountable decision-maker
This is not a routine claim. It involves ongoing ******** activity and a real safety risk.
We require decisive action — not standard responses!!
---
Absa Insurance Company Limited’s reply
19 Feb 2026 at 15:09
Dear Juanita,
Thank you for your feedback.
The matter is receiving attention and we will provide feedback.
Regards
Godfrey Ndou
Godfrey Ndou
Absa Bank Group Customer Care
PK
PL K's update19 Feb 2026, 15:36
Reviewer Update
Dear Godfrey,
Thank you for your response. (see Godfreys response below)
However, stating that “the matter is receiving attention and we will provide feedback” does not provide any meaningful update.
This matter has been “receiving attention” for weeks, yet:
• No full approval has been granted
• No interim security has been authorised
• No senior decision-maker has contacted us
• No clear timeline has been provided
• Our property remains exposed
• No interim security has been authorised
• No senior decision-maker has contacted us
• No clear timeline has been provided
• Our property remains exposed
A generic response without a firm action plan or timeframe does not address the urgency of the situation.
Please provide:
- A confirmed approval timeline (date and time)
- Confirmation of full system restoration approval (not partial)
- A clear explanation regarding the refusal of interim security
- The name and contact details of the accountable decision-maker
This is not a routine claim. It involves ongoing ******** activity and a real safety risk.
We require decisive action — not standard responses!!
---
Absa Insurance Company Limited’s reply
19 Feb 2026 at 15:09
Dear Juanita,
Thank you for your feedback.
The matter is receiving attention and we will provide feedback.
Regards
Godfrey Ndou
Godfrey Ndou
Absa Bank Group Customer Care