URGENT ESCALATION: ABSA HOME INSURANCE – GEYSER EMERGENCY STILL UNRESOLVED

Good day,

I am extremely disappointed and frustrated with the way my geyser emergency has been handled by ABSA Home Insurance.

I reported a burst geyser and was advised that someone would be sent to assist me over the weekend. I was specifically told that assistance would be arranged for Saturday or Sunday. It is now Monday morning and nobody has arrived, contacted me, or resolved the matter.

My husband called yesterday to follow up and was told that there was only one person on standby and that the matter was being escalated. I have now called again this morning, only to be told that someone will only now be assigned to contact me.

This is completely unacceptable.

The situation at my home is getting worse while I continue waiting. Water is now dripping through my ceiling and my bedroom light is affected. I am extremely concerned that the water could reach other electrical wiring and fittings in the house, creating a potentially dangerous electrical hazard.

I want to make it very clear that I will hold ABSA Home Insurance responsible for any further damage to my ceiling, bedroom light, electrical fittings or other parts of my property that occurs as a result of this delay after the geyser emergency was reported and assistance was promised. I have repeatedly notified ABSA of the worsening situation and the potential electrical danger, yet the matter remains unresolved.

I have spent over R100 of my own airtime repeatedly calling ABSA to follow up on an emergency that should already have been attended to. During one of my calls, I specifically requested to speak to a supervisor. While I was being transferred, the call was disconnected because I ran out of airtime.

I subsequently asked the consultant I spoke to this morning to please call me back if we were disconnected, as I had already explained that I did not have enough airtime to continue making calls. I have still not received a call.

I also have 12-year-old children at home who did not go to school today because someone needs to remain at the house in case the plumber finally arrives. Is this really a reasonable position for a customer to be put in after reporting an emergency and being promised assistance over the weekend?

I understand that emergencies can sometimes experience delays, but I cannot understand why I have had to spend my own money and an entire weekend repeatedly chasing ABSA for assistance while the damage is continuing to worsen.