Outstanding Absa Life claim and continued lack of feedback

We urgently need assistance with an outstanding Absa Life claim relating to my late sister, who served Absa for 20 years.

Since the claims process began in March, my niece has contacted Absa Life almost every week to request progress updates. She has repeatedly been given different turnaround times, but no one has been able to clearly confirm which turnaround period applies, when it started or when it is expected to end.

Last Thursday, the estate administrator followed up and was advised that Absa Life was still awaiting statements from the Home Loans Department. She was also informed that the claim remained within the stated turnaround time, which expired the following day. That turnaround period has now passed, but the family has received no further feedback.

The claims process began in March, and all requested documents have been submitted. Despite this, the family has had to follow up repeatedly for basic progress updates. We have also submitted a formal complaint, but we still do not have a clear outcome, a reliable update or an accountable point of contact.

The continued delay and lack of proactive, accountable communication are causing serious financial and emotional strain for my late sister’s dependants. They are unable to finalise important estate and property-related matters while associated costs continue to accumulate.

We request that a senior Absa Life claims representative contact us directly and provide a substantive update confirming:

Whether the outstanding Home Loans statements have been received. The current status of the claim. Whether anything else remains outstanding. Who is accountable for resolving the matter. When the claim will be finalised.

We will provide the claim reference and other relevant details privately through a verified Absa channel.