Absa Insurance Company Limited
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Absa Insurance Company Limited shows a sharply divided experience. Frontline consultants like Lungile Phefo, Busisiwe Dlamini, Charity Mkansi and Cebisile Sithole earn consistent praise for patience, product knowledge and policy reviews. However, claims handling, communication delays, and disputes over premium increases and unauthorised debits drive significant frustration, with customers escalating to the Ombudsman when internal channels fail to respond.
Replied to 100% of negative reviews
Reply time on negative reviews: 13h 45m
TrustIndex
9.9
Ranking
#15
in Home Insurance
Reply Time
3h 45m
NPS Score
42
Recommended: Likely
Replied to 100% of negative reviews
Reply time on negative reviews: 13h 45m
Sep '25 - Aug '26
Based on recent customer reviews, Absa Insurance Company Limited shows a sharply divided experience. Sales and servicing consultants consistently earn high praise for warmth, patience and product knowledge, lifting Agent Quality (4.2) and Communication (3.6). However, claims outcomes, premium transparency and contractor workmanship draw heavy criticism, with rejected claims, unexplained increases and unresponsive follow-up dragging down trust in the back-end of the business.
Absa Insurance Company Limited's biggest strength, according to Hellopeter's AI analysis, is Agent Quality & Customer Care. Customers repeatedly name specific consultants such as Lungile Phefo, Busisiwe Dhlamini, Cebisile Sithole, Charity Mkansi and Lucky Khosa, describing them as patient, knowledgeable and going above and beyond during welcome calls and policy reviews.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since May 2024
My experience with Absa Insurance Company Limited consultant Lucky Khoza was excellent. He was professional, patient, helpful, and explained everything clearly throughout the process.
1 reviews | Active since May 2024
My experience with Absa Insurance Company Limited consultant Lucky Khoza was excellent. He was professional, patient, helpful, and explained everything clearly throughout the process.
1 reviews | Active since May 2026
I've been calling about incorrect debit order they have made on my account and calls take too long to be answered only for when you're answered an agent takes your call only to put you on hold for more than 10 minutes. Nqobile answered me and promised to call me back but didn't call me since I've been waiting for the feedback
1 reviews | Active since May 2026
I've been calling about incorrect debit order they have made on my account and calls take too long to be answered only for when you're answered an agent takes your call only to put you on hold for more than 10 minutes. Nqobile answered me and promised to call me back but didn't call me since I've been waiting for the feedback
1 reviews | Active since Oct 2020
Good day I have requested Absa to cancel my insurance no one has bothered to call me about the cancellation
1 reviews | Active since Oct 2020
Good day I have requested Absa to cancel my insurance no one has bothered to call me about the cancellation
1 reviews | Active since May 2026
She was friendly,helpful and professional.Able to assist me to her best of ability.I am very satisfied with her service.Her name is Cebisile Sithole
1 reviews | Active since May 2026
She was friendly,helpful and professional.Able to assist me to her best of ability.I am very satisfied with her service.Her name is Cebisile Sithole
1 reviews | Active since Nov 2020
I was assisted Maria Sibeko in a time of emotional turmoil as I just lost my job. I explained my policy cancellation reasons and she assisted with compassion, she actually gave a superb and humanly service. Big ups Maria!
1 reviews | Active since Nov 2020
I was assisted Maria Sibeko in a time of emotional turmoil as I just lost my job. I explained my policy cancellation reasons and she assisted with compassion, she actually gave a superb and humanly service. Big ups Maria!
The most common complaint about Absa Insurance Company Limited, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Responsiveness. While outbound consultant calls impress, inbound service is widely criticised. Customers describe long hold times, dropped calls, unanswered emails, repeated escalations without resolution and being bounced between departments, especially when trying to cancel or follow up on claims.
Absa Insurance Company Limited scores 2.8 out of 5 on Hellopeter's AI analysis of service quality in Car Insurance, compared to the Car Insurance industry average of 3. Their strongest theme is Agent Service (4); their weakest is Claims Handling (2). The top AI-rated Car Insurance business on Hellopeter is OUTsurance (4.2). How is the AI Score calculated? →
Absa Insurance Company Limited has a TrustIndex of 9.9 out of 10 on Hellopeter, based on 4,902 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 13 hours 45 min. Hellopeter has tracked Absa Insurance Company Limited across 11,201 total reviews. How is the TrustIndex calculated? →
