Horrible Service

No feedback received since this was logged on the 9 July! Pathetic service, we have called them 9 times and each time they advise that they will escalate. We then sent the below to the underwritten broker. Still no feedback. We paid our premiums and we consider this non service delivery. We want to be refunded our premiums as it was a complete ******* given the amount of money spent on calling them for feedback let alone whether it is successful claim or not.

SMS Received: 09/07/24 Dear ooba Client, your claim is registered with 4-Sure Claims Administrators, and your claim number is OOBA***/1. For further assistance contact us on ***or email ***

We then had further communication that one of the Vendor Partners will come and assess and provide a report.

SMS Received: 10/07/24 Dear ooba Client. MDN Plumbers & Builders (Pty) Ltd is en route to your property to assess your claim. For assistance, please contact us on ***or e-mail *** and quote your claim number OOBA***/1.

The assessment took place and no feedback was received regarding the claim. We then called 4-sure insurance call centre on the 15th July and the feedback provided by the agent was that there was no action taken against that claim number. We were then advised that the issue will be escalated to a supervisor to provide feedback and a resolution. No feedback received.

On the 22nd July we contacted the call centre again and was then advised for the first time that the assessment report noted a possible rejection and that it was escalated to a supervisor, however the agent advised they will escalated again and send it off to a claims assessor to review for a final decision. We then asked what the possible rejection stated and was advised that the damage is due to not maintaining the roof water seal. We then explained that we took registration of the property on then 9th May 2024 and according to our knowledge everything was within the regulatory requirements as the Building Inspector signed off the building and issued the compliance certificates. We would not have been aware of any leaks as this was not disclosed in the Offer to Purchase nor was this highlighted by the Building Inspector. Based on these factors how are we held liable for non maintenance issues that is now causing multiple leaks within our house. We then asked what the possible timelines for feedback was and the agent advised that we will receive feedback before COB that day which did not happen.

On the 23rd July we called 4-sure once again as no feedback was received. The agent advised of the same possible rejection and asked whether we received an email which we advised we did not. The agent advised they will escalate again and we will receive the email by COB with all the details and should we not be happy with the outcome we can then lodge an appeal. No email or feedback received.

All of the above prompted the call to you today as we are frustrated with the lack of communication and feedback from our Insurer. The experience has been a terrible one as we constantly need to keep following up.