Worse service ever

I registered my claim last week Friday. A mere claim as freezer content. I followed up on Monday I was told my claim is invalid. Bongani from content claims department didn't even know that their policy states accidental failure to the fridge. He mentioned accidental damage.

I asked him to give a meaning for accidental failure and examples for accidental failure for a fridge. He couldn't explain instead said my incident (cable theft) is grud failure . Clearly he doesn't know what Grid failure is.

I requested to speak to a manger and gues what. They not available. I sent emails to management to Sylvia Matlhagane until date no response from her and Christelle Erasmus which she ationed my email immediately and referred it to complaints.

Complaints sent me this message 3 days ago

Dear NOLUTHANDO,

Thank you for raising your concern with Absa Insurance Company, 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-***3).

Our complaints handling procedure 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 within two working days.

• Please note that the time it will take to resolve your complaint will be three days depending on the complexity of the matter.

I apologize for any inconvenience that we may have caused and would like to assure you that we will provide you with the best quality service at every step of the way.

Today after calling in and following up and requesting for a manger which again is not available left at 4 I got the same email.

Dear NOLUTHANDO,

Thank you for raising your concern with Absa Insurance Company, 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-***3).

Our complaints handling procedure 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 within two working days.

• Please note that the time it will take to resolve your complaint will be three days depending on the complexity of the matter.

I apologize for any inconvenience that we may have caused and would like to assure you that we will provide you with the best quality service at every step of the way.

You can kindly contact me on or send an email ***

Yours Sincerely

Refilwe Thulo

This time with a name . Meaning no one was appointed to mu claim from complaint. Only after I called in.

How many 2/3 days is this gonna take.

After I've been told that a claim TAT is a minimum of 7days and a maximum of 10 days So they are still within the TAT. A mere fridge content claim will take 7 to 10 working days

Absa is really running a ****a shop.