Urgent: Unresolved Repairs, Communication Issues, and Duplicate Insurance Policies

Dear ABSA

Day 22 - Burst pipe claim with resulting damages.

I am writing to urgently address several critical issues concerning my insurance claim (Claim Number: 434894) and to raise an additional concern about duplicate insurance policies.

1. Unresolved Repairs: The plumbing work, which was approved and completed 15 days after the claim was registered, has left several critical issues unresolved. It has now been 22 days since the original claim was registered. The current issues include:

Missing Kitchen Sink: There is no kitchen sink installed, causing significant inconvenience. Damaged Kitchen Cupboard and Granite Top: The kitchen cupboard and granite top, which were intact prior to the repair, were damaged by ABSA’s contractor. These items have been removed and require replacement. Replacing Broken Tiles: Several tiles were damaged and need to be replaced. Replacing Cracked Ceiling: The ceiling, which has been cracked, needs to be replaced. Holes in Walls: There are holes in the walls that need to be addressed. Plaster and Paint Damage: Significant damage to plaster and paint needs to be repaired. 2. Communication Issues: I am experiencing severe communication difficulties. My emails are not being answered, and I am unable to reach your department due to congested phone lines. This lack of communication is exacerbating the ongoing issues and delays.

3. Delayed Response and Increased Costs: The delay in approving the plumbing work worsened the initial damage and has resulted in increased water usage. There is no feedback on when the follow-up repairs will be completed, and the excessive water usage has led to an anticipated increase in my water bill.

4. Duplicate Insurance Policies: I have discovered that I have been paying for two insurance policies, both of which have been fully paid for a full year. I have not received any explanation for this duplication or information on when I can expect a refund for the overpayment. When I spoke to your consultant on Friday she told me a refund would be done as soon as she receives my banking details, which I sent to her the same day.

Immediate Actions Requested:

Completion of Repairs: Provide a clear timeline for the completion of all necessary repairs, including installing a new kitchen sink, replacing the damaged kitchen cupboard and granite top, replacing broken tiles, replacing the cracked ceiling, addressing holes in the walls, and repairing plaster and paint damage. Resolution of Duplicate Policies: Investigate the duplicate insurance policies, provide an explanation, and process a refund for the overpayment. Improved Communication: Address the communication breakdown and ensure I receive timely updates and a direct point of contact for further issues.

As a loyal customer for nearly 11 years, I expect prompt and effective action to resolve these matters. Your immediate attention is crucial.

Sincerely,

Tanya