WORST INSURANCE

On the 22 June we experienced a power surge.

We informed insurance immediately, my stove ,tvs ,and washing machine got affected.

My washing machine is under guarantee so we chose not to mention it, now the store refuses to replace it. Thats our fault.

On the 23 June Brolink sends out a handyman to fix our stove and tvs, he checks

stove and says he can't fix it and takes both our tvs with him and leaves. No paperwork or information left with us,

He brings back tv on the 24 June calls me and tells me i should pay him R560 when he drops tvs. A fee we knew nothing about, i then call broker and she advises we should pay R280.00

He drops off tvs, finds the closest plug point and shows it has power, he leaves us with no paperwork telling us what he did to the tvs and doesn't hang it back up as to where he found it.No receipt, no paperwork and he wanted me to pay him cash, i did an ewallet for our reference.

Evening we got to hang tv back and the one tv had lines all over it and the other still goes on and off...seems it was not even checked.

I'm not sure why Brolink doesn't use a reputable company to check and not just some handyman from the street.

Now 3 weeks later and we still have no tvs but we have insurance for what?

Only to be told today 13 July that our household contents are actually not covered.Telling us that only R4500.00 will be paid is ridiculous as what if all our items were affected, how can you replace it with R4500.00, we can't even replace our tvs with it.

Why after all the logistics and ****py service, we get told 3 weeks later we actually are not covered, luckily my stove went under HOC and that's the only insurance we do not have with you.

If this is the service we get we will cancel all our insurance with brolink

3 weeks later and we still have no TVS and mind you we have kids.

This is very frustrating and worrying as our business and vehicles are covered by Brolink.

TWO WEEKS LATER GET A RESPONSE TO SAY THAT COMPLAINT CLOSED TAKE IT UP WITH INSURANCE....WHO EVEN REPLIES TO A COMPLAINT IN THAT MANNER MARLENE BOTES?

OUR BROKER THEN SENDS HER THIS EMAIL BELOW

We acknowledge receipt of your email and decision. Please note both the client and I the broker disagree.

Kindly note my view on this matter , regarding proof of R25 000 powersurge cover on Excelsure policy. See attached email confirmation from your office that R25 000 powersurge cover was automatically included.

When Brolink transferred cover to Bryte , the extension should have been included or limits should have been clearly stated. Brolink here failed to disclose material information thereby taking away our client’s right to make an informed decision and preventing me from doing my duty to advise the client of all relevant information. I have perused all policy schedules including renewal documents and policy wording ,there is no record of the R5000 limit for powersurge and as you stated there is an option to increase the powersurge limit then this should have been done automatically for all clients that previously had a higher limits or as I previously stated clients should have been notified of the reduced cover not assumed that it is in the wording and client should have been aware. Regarding your comment about 3 policy renewals is irrelevant as none of the renewal notice included any limit on the powersurge. See attached renewal notification from Brolink. As you will see both your schedule and policy wording does not note a limit of R5000 for powersurge.

The dispute is not with the Insurer but with Brolink as you have made changes to the clients cover without making the client or broker fully aware of the changes , we therefore feel Brolink is liable for the client’s loss. Our client has provided quotations for the two TVs damaged by powersurge ,total cost R11798 less excess payable. Quotations attached.

Please may we have your urgent response and final decision. Kindly note that the FAIS Ombud has been notified and will also be investigating this matter.

SHE THEN RESPONDS TO HER EMAIL SAYING SHE WILL FORWARD IT. YET I AM THE CLIENT PAYING THE INSURANCE , ONLY TO RECEIVE A RESPONSE TODAY 27 JULY THAT THEY WILL NOT COVER OUR CONTENTS!

ONE MONTH LATER AFTER MY POWER SURGE , THEY WILL NOT COVER MY LOSS OF MY APPLIANCES THAT I AM RIGHTFULLY COVERED FOR!

THIS HAS BEEN MY WORST EXPERIENCE EVER! FROM THE DAY WE HAD THE POWER SURGE TO DATE AND STILL NOTHING! YET IM INSURED SINCE 2016 AND HAVE NOT CLAIMED FOR POWER SURGE. THEN GET RESPONSES LIKE IM IN THE WRONG.