BM
Bernard M
1 reviews | Active since Sept 2025
16 Jan 2026, 13:46
Urgent complaint: Unresolved claim since December leaves my home unsafe
My claim number: ST***1
I am writing to express my extreme disappointment and concern regarding the poor service and unresolved claim with Better sure Insurance.
On 22 December 2025, a structural wall of my property collapsed. Out of frustration and concern of my family's safety, I immediately appointed a contractor to rebuild my wall. I then remembered that the insurance covers the wall as well. I reported the claim to the insurance, emphasizing that I live in a high crime area and this damage has left my home completely insecure and my family unsafe. An assessor visited, I provided all requested photos before the contractor started to rebuild, and yet for over 3 weeks, I have been sent from pillar to post with no solution, and I am the one who have to call them and inquire about the status of my claim.
My wall remains broken down. ********s can enter anytime. I have faithfully paid my premium every month, and they also decide to increase their premium without communication, and when I need their assistance, I pay for, Better sure has failed me completely. This is more than poor service; it is negligent of their basic duty to provide timeous support and an emergency.
I demand a manager to contact me within 48 hours with a concrete plan to repair my wall immediately. This ongoing situation is unacceptable.
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Replies (4)0
Replies (4)
BetterSure Financial Consultants's replyOfficial
16 Jan 2026, 13:59Hello Bernard,
Thank you for bringing this matter to our attention. We sincerely apologise for the distress, frustration, and sense of insecurity you and your family have experienced as a result of the delays in handling your claim.
We confirm that this matter has now been escalated to our claims operations manager for urgent intervention.
We will give you feedback on the claim status as well as the way forward as soon as possible.
Warm regards,
BetterSure
Thank you for bringing this matter to our attention. We sincerely apologise for the distress, frustration, and sense of insecurity you and your family have experienced as a result of the delays in handling your claim.
We confirm that this matter has now been escalated to our claims operations manager for urgent intervention.
We will give you feedback on the claim status as well as the way forward as soon as possible.
Warm regards,
BetterSure
BetterSure Financial Consultants's reply16 Jan 2026, 13:59
Official
Hello Bernard,
Thank you for bringing this matter to our attention. We sincerely apologise for the distress, frustration, and sense of insecurity you and your family have experienced as a result of the delays in handling your claim.
We confirm that this matter has now been escalated to our claims operations manager for urgent intervention.
We will give you feedback on the claim status as well as the way forward as soon as possible.
Warm regards,
BetterSure
Thank you for bringing this matter to our attention. We sincerely apologise for the distress, frustration, and sense of insecurity you and your family have experienced as a result of the delays in handling your claim.
We confirm that this matter has now been escalated to our claims operations manager for urgent intervention.
We will give you feedback on the claim status as well as the way forward as soon as possible.
Warm regards,
BetterSure
BetterSure Financial Consultants's replyOfficial
16 Jan 2026, 14:55Hello Barnard,
We've reviewed your claim and found that you provided us with photographs showing the damage to the boundary wall.
When the assessor visited the property, they found that the boundary wall separating the property from the open field behind it had already been removed. Both the wall and its foundation had been completely taken away.
We've reviewed your claim and found that you provided us with photographs showing the damage to the boundary wall.
When the assessor visited the property, they found that the boundary wall separating the property from the open field behind it had already been removed. Both the wall and its foundation had been completely taken away.
Based on the photographs you provided, we could see that a section of the wall had collapsed, and we prepared an estimate for replacing the wall, using these images. However, because the wall, foundation, and debris had already been removed and disposed of, we were unable to physically inspect the damaged structure.
As a result, we could not confirm whether the wall had originally been built according to standard requirements or determine the exact cause of the collapse. Without being able to assess the damaged wall in person, we were limited in our ability to verify the claim fully, which is a requirement for claims of this nature.
For this reason, the matter was referred to the underwriter for a final decision, as we could not confirm the cause of the damage due to the wall having been completely removed before assessment could take place.
Our claims operations manager confirms that the underwriter has sent the final decision; kindly refer to your email for that letter.
Please let us know if you need any clarity on the above points.
Warm regards,
BetterSure
Our claims operations manager confirms that the underwriter has sent the final decision; kindly refer to your email for that letter.
Please let us know if you need any clarity on the above points.
Warm regards,
BetterSure
BetterSure Financial Consultants's reply16 Jan 2026, 14:55
Official
Hello Barnard,
We've reviewed your claim and found that you provided us with photographs showing the damage to the boundary wall.
When the assessor visited the property, they found that the boundary wall separating the property from the open field behind it had already been removed. Both the wall and its foundation had been completely taken away.
We've reviewed your claim and found that you provided us with photographs showing the damage to the boundary wall.
When the assessor visited the property, they found that the boundary wall separating the property from the open field behind it had already been removed. Both the wall and its foundation had been completely taken away.
Based on the photographs you provided, we could see that a section of the wall had collapsed, and we prepared an estimate for replacing the wall, using these images. However, because the wall, foundation, and debris had already been removed and disposed of, we were unable to physically inspect the damaged structure.
As a result, we could not confirm whether the wall had originally been built according to standard requirements or determine the exact cause of the collapse. Without being able to assess the damaged wall in person, we were limited in our ability to verify the claim fully, which is a requirement for claims of this nature.
For this reason, the matter was referred to the underwriter for a final decision, as we could not confirm the cause of the damage due to the wall having been completely removed before assessment could take place.
Our claims operations manager confirms that the underwriter has sent the final decision; kindly refer to your email for that letter.
Please let us know if you need any clarity on the above points.
Warm regards,
BetterSure
Our claims operations manager confirms that the underwriter has sent the final decision; kindly refer to your email for that letter.
Please let us know if you need any clarity on the above points.
Warm regards,
BetterSure
BM
Bernard M's updateReviewer Update
16 Jan 2026, 17:53Given the urgent nature of this situation- I live in a high-crime area and after my wall collapsed, I was worried about my family's safety, I appointed a contractor, I stated on the above review to begin the repairs. I sent the photos of my collapsed wall
And please explain the increase of you premium without communication!!
And please explain the increase of you premium without communication!!
BM
Bernard M's update16 Jan 2026, 17:53
Reviewer Update
Given the urgent nature of this situation- I live in a high-crime area and after my wall collapsed, I was worried about my family's safety, I appointed a contractor, I stated on the above review to begin the repairs. I sent the photos of my collapsed wall
And please explain the increase of you premium without communication!!
And please explain the increase of you premium without communication!!
BM
Bernard M's updateReviewer Update
16 Jan 2026, 19:52Regarding the opportunity to Assess: I acknowledged that repairs had commenced when your assessor visited. However, this action was taken out of urgent necessity, not to hinder your assessment.
I reside in a documented high crime area. The collapsed wall presented an immediate and severe security risk to my property and family safety.
Faced with this emergency, I engaged a contractor to begin a urgent repairs to restore the basic security. My primary concern was the safety of my household, which I believe to be a responsible priority.
Regarding the foundation: The contractor had indeed begun demolition and clearing of the collapsed structure, which included the old foundation. The absence of foundation at the time of inspection was a result of these urgent security repairs, not evidence that the original wall was built without one.
I acted in a good faith to mitigate a serios security emergency. I have faithfully paid my premiums for the protection policy offers; I request that:
Accept the photographic evidence of the initial collapsed wall I provided as proof of the incident
I reside in a documented high crime area. The collapsed wall presented an immediate and severe security risk to my property and family safety.
Faced with this emergency, I engaged a contractor to begin a urgent repairs to restore the basic security. My primary concern was the safety of my household, which I believe to be a responsible priority.
Regarding the foundation: The contractor had indeed begun demolition and clearing of the collapsed structure, which included the old foundation. The absence of foundation at the time of inspection was a result of these urgent security repairs, not evidence that the original wall was built without one.
I acted in a good faith to mitigate a serios security emergency. I have faithfully paid my premiums for the protection policy offers; I request that:
Accept the photographic evidence of the initial collapsed wall I provided as proof of the incident
BM
Bernard M's update16 Jan 2026, 19:52
Reviewer Update
Regarding the opportunity to Assess: I acknowledged that repairs had commenced when your assessor visited. However, this action was taken out of urgent necessity, not to hinder your assessment.
I reside in a documented high crime area. The collapsed wall presented an immediate and severe security risk to my property and family safety.
Faced with this emergency, I engaged a contractor to begin a urgent repairs to restore the basic security. My primary concern was the safety of my household, which I believe to be a responsible priority.
Regarding the foundation: The contractor had indeed begun demolition and clearing of the collapsed structure, which included the old foundation. The absence of foundation at the time of inspection was a result of these urgent security repairs, not evidence that the original wall was built without one.
I acted in a good faith to mitigate a serios security emergency. I have faithfully paid my premiums for the protection policy offers; I request that:
Accept the photographic evidence of the initial collapsed wall I provided as proof of the incident
I reside in a documented high crime area. The collapsed wall presented an immediate and severe security risk to my property and family safety.
Faced with this emergency, I engaged a contractor to begin a urgent repairs to restore the basic security. My primary concern was the safety of my household, which I believe to be a responsible priority.
Regarding the foundation: The contractor had indeed begun demolition and clearing of the collapsed structure, which included the old foundation. The absence of foundation at the time of inspection was a result of these urgent security repairs, not evidence that the original wall was built without one.
I acted in a good faith to mitigate a serios security emergency. I have faithfully paid my premiums for the protection policy offers; I request that:
Accept the photographic evidence of the initial collapsed wall I provided as proof of the incident