Disgusting Service from BetterSure Financial

I recently purchased my home with the help of BetterBond, and because of their outstanding service excellence I chose to take up my home insurance and life cover with their sister company BetterSure Financial.

On the 13 of January 2024, there was approxiamately 122mm of rain that poured from the skies in a very short space of time, this caused severe flooding and extreme damages to the inside and outside of my property for the first time in its 40+ years since it was built the property never saw damages like now.

My family and I were very traumatised through the experience we encountered as we believed that we could die as we were trapped inside the house. I contacted BetterSure on the 14 of January to inform them that we were a victim to the flash floods.

There was no sympathy or empathy given by the consultant. Only after persistent calls to their offices was my claim given just a little priority and they opened a portal to me in which all relative parties can be a part of and share information on the 18 of January 2024.

On the 20 of January 2024 their 'Loss adjuster" came to view and made his notes and took pictures for his report, he advised that he will submit his report by the end of the day on the 21 of January 2024.

On the 23 of January 2024, I sent an email/message via their portal to say, "Please advise on status of claim as the assessor was at my place on Saturday 20.01.2024 and advised that he will have submitted his report by the next day. " - NO RESPONSE.

On the 24 of January 2024, I sent another email, "Please note that my entrance sliding door is now malfunctioning since we were flooded.

We have done our best to have all the mud and silt removed, however the door is consistently coming off its track becoming derailed and stuck.

Note this has only been discovered and may not reflect in the assessors report. Please advise.' - NO RESPONSE.

On the 26 of January 2024 I sent another email, "Please provide me with an update on this claim." - NO RESPONSE.

On the 27th I sent another email, "What is the point of this portal if there's no communication with your clients??

Absolutely horrible service.

No update, nothing. As a client I am very disappointed with your service. It's horrible to sit in the dark about what is going on behind your scenes." - NO RESPONSE.

On the 29th I sent another email, "It's so sad that this service is so poor.

I honestly expected better from Bettersure, had I known how pathetic your service was I would never choose you.

I called earlier to express my dissatisfaction, I was told I will get a call from the advisor that is handling my claim.

Alas, it's been over 6 hours and is now close of business, no call was received.

Thank you for showing us your true colors, I will be taking you to the ombudsman and social media." - NO REPONSE.

There is service in this organisation, I am so disappointed and angry. They have been happily debiting my account for months now, now when I need their help they keep quiet and do not reply.

Yesterday the 29th, I called them, was told that Sifiso will call me before the end of the day to update me as he is handling the claim. Still no call, email, sms.

The point is, we have been through a very traumatic experience, we thought we were going to lose our lives the night of the 13th.

I never expected such horrible service from BetterSure, considering the awesome experience I had with BetterBond.

I am totally dissatisfied, upset and angry. It seems they have a Dont Care attitude.

I suggest a name change from BetterSure to Insurance of Horrors!