Pathetic Poor Service!

After a rainstorm in Ekurhuleni, I reported roof leaks to BetterSure Home Insurance. I was assured by a consultant that an assessor would contact me. This did not happen, and I had to follow up several times before any action was taken.

When the assessor eventually arrived, the inspection was extremely disappointing. He came with no tools, did not go onto the roof, and stated that a proper inspection was unnecessary because it was “just a storm.” Shortly after he left, more rain fell and the leaks continued.

In December, I received a call from Vasilla Construction, a service provider appointed by BetterSure. I was informed that they could not carry out repairs because they were going on holiday and would only contact me again in January. This completely defeats the purpose of having home insurance, especially during an emergency situation.

As a result, I was forced to endure ongoing roof leaks until I had no choice but to hire a private contractor and pay for the repairs myself so that my family could have a decent and safe home during the festive season.

Throughout this period, BetterSure continued debiting my account, and my premiums have increased, yet I was clearly denied the service when I needed it most. BetterSure needs to seriously vet its service providers — this level of service is unacceptable.

I paid out of my own pocket for repairs while BetterSure failed to respond in a reasonable time. What is the point of paying monthly premiums if the insurer cannot assist during a genuine claim?

PLEASE STAY AWAY FROM BETTERSURE. This has been a deeply frustrating and disappointing experience. BetterSure, you can and should do better.