1 reviews | Active since Jul 2013
Excuses when it's time to pay up.
I am writing to formally express my extreme dissatisfaction and anger regarding the unacceptable service I have received from BetterSure in relation to my recent claim.
I contacted BetterSure regarding a serious drainage issue at my property, trusting that my insurer would assist me in my time of need. Plumbers were dispatched, failed to resolve the issue, and advised that I have a burst or collapsed pipe that requires replacement. I immediately contacted BetterSure on 30 January to report this outcome and was assured that I would receive a call back the same day. This did not happen.
I followed up again on the same day and was once again promised a call back which never occurred. I then contacted BetterSure on Saturday, only to be informed that the Claims Department was closed and that I would be contacted on Monday, despite the fact that I was dealing with a non-functional drainage system throughout this entire period.
Monday came and went with no contact whatsoever until I once again had to call in myself. During this call, I was informed by a claims consultant that my claim had been rejected due to “wear and tear.” When I questioned the basis of this decision, she admitted that she did not have the plumber’s report and was making this determination without any supporting documentation. I challenged this and asked whether BetterSure was making assumptions without any physical inspection or evidence, to which she could not provide a satisfactory response. I was told she would investigate and revert to me the following day which, unsurprisingly, did not happen.
Today, after yet another follow-up call from my side, I was again informed by a different consultant that my claim is rejected due to wear and tear. I have formally requested that BetterSure provide me with the plumber’s report and tangible evidence supporting this conclusion. To date, nothing has been provided.
The manner in which this claim has been handled is deeply disappointing, unprofessional, and unacceptable. Decisions appear to be made without evidence, communication commitments are repeatedly broken, and accountability is completely lacking. This is not the level of service I expect from an insurer I trusted to support me in urgent situations.
Based on this experience, I believe our relationship has reached its end. I hereby request that BetterSure provide me with clear guidance on the cancellation of my policy so that we may formally part ways.
I expect a written response addressing: 1. The evidence used to reject my claim. 2. The plumber’s report referenced. 3. The process and timelines for policy cancellation.
I await your urgent response.
Thank you for reaching out to us. We sincerely apologise for the service experience you endured during your claim and are worried to learn that you are considering canceling your policy. From a claim service experience point of view, you should not have to follow up multiple times without clear and accurate feedback. We are urgently looking into this to understand the basis of the rejection based on the assessor's findings. We will escalate this with our claims team to ensure you get a response and clarity on the claim outcome.
Warm regards,
BetterSure
Thank you for reaching out to us. We sincerely apologise for the service experience you endured during your claim and are worried to learn that you are considering canceling your policy. From a claim service experience point of view, you should not have to follow up multiple times without clear and accurate feedback. We are urgently looking into this to understand the basis of the rejection based on the assessor's findings. We will escalate this with our claims team to ensure you get a response and clarity on the claim outcome.
Warm regards,
BetterSure
Let me start by clarifying that I ONLY used THREE of my call out incidents as per my policy and benefits that come with having with you, I had NO idea using my benefits would be held against me when it comes to claim stage, since we are speaking of pulling calls, please go pull the call and listen to the conversation I had with your consultant, I had ONLY used 2 of my 3 call outs and was well within limits to use my remaining call out so please there was no sign of good gesture done on your part as I had to CONVINCE you that I still had 1 remaining call out incident and the only reason you approved it was because I had 1 remaining call out so if this is such a big deal and causes your company heartaches then please remove it as a benefit.
Secondly, your consultant informed that it was wear and tear which I had already mentioned in my inquiry, did you also listen to the part where she CONFIRMED she was NOT in possession of the report and could NOT confirm what she was basing her outcome on? The plumbers were at MY property with me when all of this happened and they said based on what's happening they suspect it is a collapsed drain but cannot 100% confirm as they might need to do further investigation either by using cameras or digging hence I asked what are you basing you conclusion on? I was promised to be given a call and again as per usual none of you has the audacity to call me and tell me all of this, I have also requested a copy of the report from the plumbers and a process on how to cancel this policy, again my request has fallen on deaf ears.
I would like you to address all my concerns ASAP so we can wrap this up, it is really starting to annoy me now.
Let me start by clarifying that I ONLY used THREE of my call out incidents as per my policy and benefits that come with having with you, I had NO idea using my benefits would be held against me when it comes to claim stage, since we are speaking of pulling calls, please go pull the call and listen to the conversation I had with your consultant, I had ONLY used 2 of my 3 call outs and was well within limits to use my remaining call out so please there was no sign of good gesture done on your part as I had to CONVINCE you that I still had 1 remaining call out incident and the only reason you approved it was because I had 1 remaining call out so if this is such a big deal and causes your company heartaches then please remove it as a benefit.
Secondly, your consultant informed that it was wear and tear which I had already mentioned in my inquiry, did you also listen to the part where she CONFIRMED she was NOT in possession of the report and could NOT confirm what she was basing her outcome on? The plumbers were at MY property with me when all of this happened and they said based on what's happening they suspect it is a collapsed drain but cannot 100% confirm as they might need to do further investigation either by using cameras or digging hence I asked what are you basing you conclusion on? I was promised to be given a call and again as per usual none of you has the audacity to call me and tell me all of this, I have also requested a copy of the report from the plumbers and a process on how to cancel this policy, again my request has fallen on deaf ears.
I would like you to address all my concerns ASAP so we can wrap this up, it is really starting to annoy me now.
Thank you for taking the time to speak with our Claims Operations Manager earlier today. We appreciate the open and constructive discussion and want to acknowledge that we understand your frustration.
Warm regards,
BetterSure
Thank you for taking the time to speak with our Claims Operations Manager earlier today. We appreciate the open and constructive discussion and want to acknowledge that we understand your frustration.
Warm regards,
BetterSure