SA Homeloans Insurance Customer Care is Dismal

We phoned SA Homeloans today to log a claim that my home security had been breached and compromised. The client services desk was unavailable and the only service available was to leave a voice message. My partner phoned the insurance department and waited on hold for over 20 minutes. We were then told that the entire department was shut down for the entire day and that no one will be available to assist us until Monday. She asked when someone will be able to assist us urgently because the property and occupants are now at risk, and we were told that they don't know when someone will be available to help us at any point before then, when our excess will be or how we will be assisted because the after hours team are assisting.

This was before 12am on a Friday, with no reason given as to why our claim will not be logged or handled.

As a company in general and as an insurance division who is meant to be dedicated to insisting in the worst times when things go wrong and insuring that everyone and everything is taken care of when something goes wrong, this is incredibly poor service.