Urgent Complaint: Unresolved Claim and Poor Service

Dear ABSA Insurance Team,

I am writing to formally raise my dissatisfaction with the handling of my claim logged on 26 September 2025 regarding a plumbing leakage at my property.

On 28 September, a plumber was sent to investigate the matter. Unfortunately, instead of resolving the issue, he broke into my wall as he could not determine the source of the leak, and thereafter he disappeared without completing the job or providing feedback.

On 29 September, a consultant by the name of Terry came through to assess the wall damage, but since then, I have not received any communication from her, the plumber, or your claims department.

I have since followed up telephonically, speaking with Linda and Kgomotso from the claims department. Sadly, one of the calls was abruptly disconnected, while the other placed me on hold indefinitely without providing feedback on the status of my claim.

This level of service is highly unprofessional and unacceptable, especially from a reputable institution such as ABSA. I am now left with damaged walls, no progress on repairs, and no clear communication on the way forward.

I urgently request: An update on the current status of my claim. Immediate assignment of a contractor to fix both the plumbing issue and the wall damage caused.Clear communication from your side on next steps and timelines. Should this matter not be resolved urgently, I will have no choice but to escalate it further, including lodging a complaint with the Ombudsman for Short-Term Insurance.