Absa Life
Verified Business
AI Review Summary
Based on recent customer reviews, Absa Life presents a deeply polarised customer experience. While individual consultants are frequently praised by name for exceptional warmth and professionalism, the business faces severe criticism across claims handling, communication responsiveness, and pricing transparency. Death and disability claims regularly face months-long delays with minimal proactive updates, leaving grieving families in distress. The overall pattern suggests strong individual talent undermined by systemic process failures.
Top Strengths:
- •Agent Quality & Customer Care: Customers frequently name specific agents like Diago, Bongiwe, Miguel, Thando, and Camile for exceptional patience, knowledge, and empathy. Several customers credit individual consultants with preventing policy cancellations.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
0Trustindex Rating
#16Ranked In Life Insurance
20h 57mReply Time
-37 NPSUnlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 31 hours 49 min
TrustIndex
0
Ranking
#16
in Life Insurance
Avg Reply
20h 57m
NPS Score
-37
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 31 hours 49 min
Review Distribution
2.6|85 Reviews
Jun '25 - May '26
5(36.1%)
4(3.6%)
3(0%)
2(6%)
1(54.2%)
5(36.1%)
4(3.6%)
3(0%)
2(6%)
1(54.2%)
Recent reviews (85)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceOM
Ontshitsitse M
1 reviews | Active since Jan 2020
18 Mar 2026, 16:48
Policy cancelation
Miss Shoulneez was very kind, understanding and helpful, I really appreciated her assistance
Helpful (0)
|Replies (0)OM
Ontshitsitse M
1 reviews | Active since Jan 2020
18 Mar 2026, 16:48
Policy cancelation
Miss Shoulneez was very kind, understanding and helpful, I really appreciated her assistance
0
Replies (0)ZG
VB
Veronique B
1 reviews | Active since Jan 2020
17 Mar 2026, 13:43
Absa life policy
Bongiwe assist me and she was so helpful thank you so much
Helpful (0)
|Replies (0)VB
Veronique B
1 reviews | Active since Jan 2020
17 Mar 2026, 13:43
Absa life policy
Bongiwe assist me and she was so helpful thank you so much
0
Replies (0)AW
ZM
Zodwa M
1 reviews | Active since Jan 2020
17 Mar 2026, 08:34
A word of gratitude
I would like to thank Amanda Mojela (Mandy) who who went above and beyond assisting me with reinstating of my Funeral Policy which I had big issues with since last year. Thank you Mandy, for you great and polite manner whilst giving the best solution.
Helpful (0)
|Replies (0)ZM
Zodwa M
1 reviews | Active since Jan 2020
17 Mar 2026, 08:34
A word of gratitude
I would like to thank Amanda Mojela (Mandy) who who went above and beyond assisting me with reinstating of my Funeral Policy which I had big issues with since last year. Thank you Mandy, for you great and polite manner whilst giving the best solution.
0
Replies (0)MM
Mathabatha M
1 reviews | Active since Jan 2020
16 Mar 2026, 12:39
Exceptional, Professional and Friendly Service
Was assisted by Neo Sibindi who was professional, courteous ,friendly and educated me as a client. The service was definitely seamless and exceptional
Helpful (0)
|Replies (0)MM
Mathabatha M
1 reviews | Active since Jan 2020
16 Mar 2026, 12:39
Exceptional, Professional and Friendly Service
Was assisted by Neo Sibindi who was professional, courteous ,friendly and educated me as a client. The service was definitely seamless and exceptional
0
Replies (0)OM
Olebogeng M
1 reviews | Active since Jan 2020
16 Mar 2026, 11:37
Miss OS
I received excellent service from Miguel on my insurance updated
Helpful (0)
|Replies (0)OM
Olebogeng M
1 reviews | Active since Jan 2020
16 Mar 2026, 11:37
Miss OS
I received excellent service from Miguel on my insurance updated
0
Replies (0)AW
Alex W
1 reviews | Active since Jan 2020
12 Mar 2026, 13:14
Absa Life Pathetic Service from Customer Care
My wife cancelled her Absa Life Policy linked to her Credit Card Telephonically in 2013. When my wife queried this with Charmaine Sharp the Group Customer Care CEO. Ms. Sharp stated: "Should you wish to allege that a request to cancel the credit life policy was submitted prior to this date, you are required to provide the Bank with proof of such request. This may be in the form of: - An email confirming the cancellation request, or - Details of the telephone call during which the request was allegedly made. If the request was made telephonically, please provide the date and time of the call, the number that was dialed, and the number from which the call was made. Please note that the Bank receives thousands of calls daily and is therefore unable to search or listen to calls without specific call details being provided. We trust the above clarifies the Bank’s position." In the meantime Nomsa Dhlamini from Customer Experience provided my wife with a recording where my wife telephonically accepted a life cover on her credit card. This does not make sense and my wife rep**** to Ms. Sharp and Dhlamini as follows: "I received a reply to my email from Ms Sharp, however I disagree with her that the onus is on us to give proof that we cancelled the policy. However, why is it possible that you could find the recording where the policy was agreed to telephonically but a later recording where it was cancelled, Ms. Sharp states this is impossible. You have the same tools you could use to find the cancellation message as you found the message to take out the policy. I want this matter to be referred to your CEO as you clearly do not want to help. You do not want to help because we are not at fault but the staff member that took my cancellation message.
Helpful (0)
|Replies (0)AW
Alex W
1 reviews | Active since Jan 2020
12 Mar 2026, 13:14
Absa Life Pathetic Service from Customer Care
My wife cancelled her Absa Life Policy linked to her Credit Card Telephonically in 2013. When my wife queried this with Charmaine Sharp the Group Customer Care CEO. Ms. Sharp stated: "Should you wish to allege that a request to cancel the credit life policy was submitted prior to this date, you are required to provide the Bank with proof of such request. This may be in the form of: - An email confirming the cancellation request, or - Details of the telephone call during which the request was allegedly made. If the request was made telephonically, please provide the date and time of the call, the number that was dialed, and the number from which the call was made. Please note that the Bank receives thousands of calls daily and is therefore unable to search or listen to calls without specific call details being provided. We trust the above clarifies the Bank’s position." In the meantime Nomsa Dhlamini from Customer Experience provided my wife with a recording where my wife telephonically accepted a life cover on her credit card. This does not make sense and my wife rep**** to Ms. Sharp and Dhlamini as follows: "I received a reply to my email from Ms Sharp, however I disagree with her that the onus is on us to give proof that we cancelled the policy. However, why is it possible that you could find the recording where the policy was agreed to telephonically but a later recording where it was cancelled, Ms. Sharp states this is impossible. You have the same tools you could use to find the cancellation message as you found the message to take out the policy. I want this matter to be referred to your CEO as you clearly do not want to help. You do not want to help because we are not at fault but the staff member that took my cancellation message.
0
Replies (0)