1 reviews | Active since Jun 2012
SFA Disappointed Client
This is not for the agents but the insurer's management who makes the decisions. Ben Mokgatle was such a sweet guy assisting me. Unfortunately, my 2nd claim was declined This is a bitter taste in my mouth. just a review of what I have to deal with. (1)Last year Nov 2023 I logged a claim for items that were ****** out of my house, to the value of R15k more or less, I had a back and forth, from my side I was the only one communicating by following up, as BSH could not even call me unless I called, Since Nov 23 I followed up until April 2024 with no positive feedback. I couldn't be exact on the dates, told the assessor it must; 've been over the time while this guy was busy painting the room. I lost such valuable and sentimental stuff. I was told by Debbie that I could not provide proof, so the claim was denied, I was told that you must have pictures/receipts of the stuff, unfortunately, I couldn't provide them as most of the stuff was gifts,. My son had receipts for the bicycles but he was not in the Province, I even complained to the Ombuds but to no avail, BSH is the worst insurer I've dealt with. (2) At least my TV was paid out for a power surge which also after back and forth (3) Two weeks ago with the storm we had in WC it leaked in at the flatlet and the main house TV got wet, the cupboard etc, Service Providers came out, I'm still waiting. (4) Then believe me or not, my washing machine gave in, assessor came out again power surge, was first approved, after I didn't accept AOL due to the low amount, Ben then resend a new AOL with a higher amount, and I signed, just for Nomphumelelo to inform me she's sorry to inform me but the claim has been declined due to the fact I've already claimed for power surge and can't claim in the same year. WTH!! I'm sitting without a washing machine, BSH "aka" Old Mutual would not pay out. Currently, I'm still waiting for the claim of the building. I give up this is the worst, every month premiums go off which is more than R800 pm My Geyser water not warming up, don't even want to go their excess will be another 3k and to top it I'm a single pensioner who has to deal with their incompetency. PLEASE NOTE THE A FEW OF THE AGENTS DO TRY THEIR BEST, TO PROVIDE YOU WITH EXCELLENT SERVICES LIKE BEN MOKGATLE
Thank you for reaching out and sharing your concerns with us. We understand that dealing with multiple loss events in one year can be quite frustrating, and we appreciate the opportunity to address your concerns.
Regarding the claims you’ve submitted, here’s a detailed update:
1. Theft Claim: Your claim was unfortunately declined because we were unable to verify the date of the incident and proof of ownership for the lost items. The National Financial Ombud Scheme reviewed our decision and agreed with it. For future reference, keeping a detailed inventory of your valuables, including proof of purchase or photos, is highly recommended. This practice helps expedite the claim process and ensures accurate validation.
2. Geyser Claim: You requested to cancel this claim due to the excess payable, which was chosen when your policy was initially set up. We understand that unexpected costs can be a burden, and we are here to assist you if you would like to change the excess on your policy.
3. Power Surge Claim: Our policy has cover limits per year for power surge damage. Since you had already submitted a claim for your TV, which was paid, we could not approve the additional claim for your washing machine. We apologise for any confusion caused by the initial approval error and understand how this situation added to your frustration.
4. Building Claim: The builder assessed the damages but, regrettably, did not provide the necessary photographic evidence, which is required for claim validation. We sincerely apologise for this oversight. We have requested the photos and appointed an internal assessor to review the claim. We will keep you updated on the progress and ensure a timely resolution.
To ensure we continuously improve our services, we have requested a comprehensive report from the claim administrator to address any process gaps.
If you would like to discuss your policy terms and conditions further or have any questions, please let us know. We can arrange for a consultant to call you at your convenience.
Thank you for your patience and understanding.
Warm regards,
BetterSure
Thank you for reaching out and sharing your concerns with us. We understand that dealing with multiple loss events in one year can be quite frustrating, and we appreciate the opportunity to address your concerns.
Regarding the claims you’ve submitted, here’s a detailed update:
1. Theft Claim: Your claim was unfortunately declined because we were unable to verify the date of the incident and proof of ownership for the lost items. The National Financial Ombud Scheme reviewed our decision and agreed with it. For future reference, keeping a detailed inventory of your valuables, including proof of purchase or photos, is highly recommended. This practice helps expedite the claim process and ensures accurate validation.
2. Geyser Claim: You requested to cancel this claim due to the excess payable, which was chosen when your policy was initially set up. We understand that unexpected costs can be a burden, and we are here to assist you if you would like to change the excess on your policy.
3. Power Surge Claim: Our policy has cover limits per year for power surge damage. Since you had already submitted a claim for your TV, which was paid, we could not approve the additional claim for your washing machine. We apologise for any confusion caused by the initial approval error and understand how this situation added to your frustration.
4. Building Claim: The builder assessed the damages but, regrettably, did not provide the necessary photographic evidence, which is required for claim validation. We sincerely apologise for this oversight. We have requested the photos and appointed an internal assessor to review the claim. We will keep you updated on the progress and ensure a timely resolution.
To ensure we continuously improve our services, we have requested a comprehensive report from the claim administrator to address any process gaps.
If you would like to discuss your policy terms and conditions further or have any questions, please let us know. We can arrange for a consultant to call you at your convenience.
Thank you for your patience and understanding.
Warm regards,
BetterSure