Private Signature Client – Complimentary Travel Insurance Not Honoured (Urgent – Visa Requirement)

I am a Private Signature Absa client and extremely frustrated with the lack of clarity and service regarding the complimentary travel insurance linked to my Visa card.

According to Absa, Visa cardholders receive up to 90 days’ Automatic Basic Travel Insurance for international trips when purchasing return travel tickets with their qualifying card. However, when I contacted the insurer, I was informed that my automatic cover only applies until 1 May.

My travel dates are 27 May 2026 – 10 June 2026, which means my trip is effectively not covered despite the advertised benefit.

I also contacted Chubb Travel earlier today (around 11h00) and was told someone would call me back as all consultants were busy. Several hours later I have still received no call or email.

This matter is urgent as I am travelling to Japan and require my travel insurance documentation in order to proceed with my visa application. Waiting until April is not an option as I need the correct cover in place before submitting my visa documents.

As a Private Signature client, this situation is extremely disappointing and not the level of service one expects.

I would appreciate urgent clarification on: • Why the complimentary cover is not valid for my travel dates • Whether the cover can be activated or extended to include my full trip • What Absa will do to resolve this matter urgently

If this matter cannot be resolved quickly, I will unfortunately have to reconsider whether remaining with Absa as a Private Signature client is the right decision.

I look forward to a prompt resolution.