Based on recent customer reviews, CIB PTY LTD draws a sharply divided response. Policyholders praise the underwriting and sales teams for clear policy explanations, quick mid-term adjustments and strong broker partnership, with several geyser and property claims settled fairly within days. Complaints centre on claims handling, particularly rejected water leak and burst pipe claims, disputed third party liability, unrecovered excess payments and drawn out motor repairs. Reviewers repeatedly cite missing feedback, high staff turnover and being transferred between departments.
Replied to 100% of negative reviews
Reply time on negative reviews: 8h 3m
TrustIndex
6
Ranking
#60
in Insurance
Reply Time
8h 20m
NPS Score
-100
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 8h 3m
Nov '25 - Oct '26
Frequently Asked Questions About CIB PTY LTD
What do customers say about CIB PTY LTD?
Based on recent customer reviews, CIB PTY LTD draws a sharply divided response. Policyholders praise the underwriting and sales teams for clear policy explanations, quick mid-term adjustments and strong broker partnership, with several geyser and property claims settled fairly within days. Complaints centre on claims handling, particularly rejected water leak and burst pipe claims, disputed third party liability, unrecovered excess payments and drawn out motor repairs. Reviewers repeatedly cite missing feedback, high staff turnover and being transferred between departments.
Is CIB PTY LTD trustworthy?
CIB PTY LTD has a TrustIndex of 6 out of 10 on Hellopeter, based on 29 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 8 hours 3 min. Hellopeter has tracked CIB PTY LTD across 251 total reviews. How is the TrustIndex calculated? →
Recent reviews (29)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jul 2022
Naseema Khan is without fail thee best third-party legal advisor at Cib, offering awesome service...
Naseema Khan is without fail thee best third-party legal advisor at Cib, offering awesome service at all time. Keep up the awesome service
1 reviews | Active since Jul 2022
Naseema Khan is without fail thee best third-party legal advisor at Cib, offering awesome service...
Naseema Khan is without fail thee best third-party legal advisor at Cib, offering awesome service at all time. Keep up the awesome service
1 reviews | Active since Mar 2012
Claim Rejected on Semantics, Not Substance
I am extremely disappointed with CIB Insurance's decision to reject my claim. The rejection appears to be based on the fact that I described the cause as a "burst pipe" in my claim submission, while the plumber's report later referred to a water leak that was not visible. As a homeowner and policyholder, I am not a plumber or technical expert. I used the term "burst pipe" in good faith to describe what I believed was the cause of the water damage. To an ordinary person, terms such as burst pipe, water leak, or pipe failure are often used interchangeably when water escapes from a plumbing system and causes damage. What I cannot understand is how a claim can be rejected because a qualified plumber used different technical terminology after inspecting the problem. The plumber's report does not dispute that there was a plumbing failure and resulting water damage. It simply provides a more technical description than that used by a layperson. It seems unreasonable for an insurer to expect policyholders to accurately diagnose plumbing faults before an expert has even attended the property, and even more unreasonable to reject a claim based on that distinction. At present, this feels like a claim being rejected on semantics rather than substance.
1 reviews | Active since Mar 2012
Claim Rejected on Semantics, Not Substance
I am extremely disappointed with CIB Insurance's decision to reject my claim. The rejection appears to be based on the fact that I described the cause as a "burst pipe" in my claim submission, while the plumber's report later referred to a water leak that was not visible. As a homeowner and policyholder, I am not a plumber or technical expert. I used the term "burst pipe" in good faith to describe what I believed was the cause of the water damage. To an ordinary person, terms such as burst pipe, water leak, or pipe failure are often used interchangeably when water escapes from a plumbing system and causes damage. What I cannot understand is how a claim can be rejected because a qualified plumber used different technical terminology after inspecting the problem. The plumber's report does not dispute that there was a plumbing failure and resulting water damage. It simply provides a more technical description than that used by a layperson. It seems unreasonable for an insurer to expect policyholders to accurately diagnose plumbing faults before an expert has even attended the property, and even more unreasonable to reject a claim based on that distinction. At present, this feels like a claim being rejected on semantics rather than substance.
1 reviews | Active since May 2024
Complaint Regarding ********* Claim Handling and Rejection - Policy Number PGP12989
Complaint Regarding ********* Claim Handling and Rejection - Policy Number PGP12989 Dear HelloPeter Team, I am writing to express my extreme dissatisfaction and concern regarding the handling and subsequent rejection of my insurance claim with CIB (Comprehensive Insurance Brokers), policy number PGP12989. This experience has been both costly and deeply disappointing, highlighting what I believe to be ********* practices by both the insurer and the appointed service provider. I have been a loyal client with CIB and have never lodged a claim until now. Recently, I noticed a significant and rapid drop in my swimming pool’s water level, strongly indicating a leak. Following the stipulated procedure, I contacted my broker, who then arranged for a service provider appointed by CIB to assess the situation. Upon arrival, the team sent by CIB proved to be highly ***********. I personally stayed with them throughout their assessment. Their initial testing involved introducing an orange dye into the weir, which they concluded showed no leak from that area. They then proceeded to introduce the dye into the return lines, but according to them, the results were “inconclusive.” What transpired next was highly unprofessional and suspicious. The same team then proceeded to offer their private services to repair the pool, directly to me. This unsolicited offer, immediately after their “inconclusive” assessment, raised significant red flags. I specifically asked if this imp**** my claim would be unsuccessful, to which they offered no reply. A few days later, I received confirmation that my claim had been rejected. CIB’s reasoning was that the problem was “inside the pool,” a conclusion I vehemently dispute. Acting on the advice of my broker, I then engaged the services of an independent leak detection specialist. This professional’s thorough testing definitively identified a leak in the pipe leading to the water feature. I promptly submitted these findings to CIB through my broker, but they stubbornly refused to pay. Following this, I proceeded to excavate and expose the leak as instructed by the specialist. I again sent the evidence of the leak to CIB. Shockingly, the feedback I received was that the very same pool company who had solicited my private business had advised CIB not to pay, citing the pipes as “old” with “quite a few joints.” Furthermore, I also discovered a hairline crack in front of the weir and had to replace the weir. The total cost incurred to rectify this leak and replace the weir has amounted to just over R15,000.00, which I had to pay. In my view, CIB’s conduct throughout this entire process has been ********* and questionable. The refusal to acknowledge clear evidence of a leak, the suspicious private service offering from their appointed technicians, and the reliance on the opinion of the same company that sought my private business, all point towards a deliberate attempt to avoid fulfilling their contractual obligations. This experience has been a stark reminder that one needs to be extremely cautious when choosing insurance providers. I am sharing my experience on HelloPeter to warn other consumers and to seek a fair resolution to this matter. I trust that HelloPeter will investigate this complaint and assist in facilitating a just outcome. Sincerely, Albert Africa Contact Number: *** Email Address: *** Policy Number: PGP12989 Broker (Will provide on request)
1 reviews | Active since May 2024
Complaint Regarding ********* Claim Handling and Rejection - Policy Number PGP12989
Complaint Regarding ********* Claim Handling and Rejection - Policy Number PGP12989 Dear HelloPeter Team, I am writing to express my extreme dissatisfaction and concern regarding the handling and subsequent rejection of my insurance claim with CIB (Comprehensive Insurance Brokers), policy number PGP12989. This experience has been both costly and deeply disappointing, highlighting what I believe to be ********* practices by both the insurer and the appointed service provider. I have been a loyal client with CIB and have never lodged a claim until now. Recently, I noticed a significant and rapid drop in my swimming pool’s water level, strongly indicating a leak. Following the stipulated procedure, I contacted my broker, who then arranged for a service provider appointed by CIB to assess the situation. Upon arrival, the team sent by CIB proved to be highly ***********. I personally stayed with them throughout their assessment. Their initial testing involved introducing an orange dye into the weir, which they concluded showed no leak from that area. They then proceeded to introduce the dye into the return lines, but according to them, the results were “inconclusive.” What transpired next was highly unprofessional and suspicious. The same team then proceeded to offer their private services to repair the pool, directly to me. This unsolicited offer, immediately after their “inconclusive” assessment, raised significant red flags. I specifically asked if this imp**** my claim would be unsuccessful, to which they offered no reply. A few days later, I received confirmation that my claim had been rejected. CIB’s reasoning was that the problem was “inside the pool,” a conclusion I vehemently dispute. Acting on the advice of my broker, I then engaged the services of an independent leak detection specialist. This professional’s thorough testing definitively identified a leak in the pipe leading to the water feature. I promptly submitted these findings to CIB through my broker, but they stubbornly refused to pay. Following this, I proceeded to excavate and expose the leak as instructed by the specialist. I again sent the evidence of the leak to CIB. Shockingly, the feedback I received was that the very same pool company who had solicited my private business had advised CIB not to pay, citing the pipes as “old” with “quite a few joints.” Furthermore, I also discovered a hairline crack in front of the weir and had to replace the weir. The total cost incurred to rectify this leak and replace the weir has amounted to just over R15,000.00, which I had to pay. In my view, CIB’s conduct throughout this entire process has been ********* and questionable. The refusal to acknowledge clear evidence of a leak, the suspicious private service offering from their appointed technicians, and the reliance on the opinion of the same company that sought my private business, all point towards a deliberate attempt to avoid fulfilling their contractual obligations. This experience has been a stark reminder that one needs to be extremely cautious when choosing insurance providers. I am sharing my experience on HelloPeter to warn other consumers and to seek a fair resolution to this matter. I trust that HelloPeter will investigate this complaint and assist in facilitating a just outcome. Sincerely, Albert Africa Contact Number: *** Email Address: *** Policy Number: PGP12989 Broker (Will provide on request)
1 reviews | Active since Jul 2011
CIB STANDING WITH AND FOR LYING SERVICE PROVIDERS
In 2025 around June,July FNB brokers(CIB short term insurers) replaced my cars door through northern cape panel beaters in Kimberley. I regret that i allowed NC panel beaters to touch my car because i had a bad experience before and unfortunately that was the only service provider that CIB uses for under warranty vehicle's. long story short a year later my cars window starts making a noise and falls in and theres problem with broken window mechanics and needs to be replaced. short background. when i received the car year ago few weeks after replacement I had to return the car because the door was letting water in when it was raining and wasn't locking. the panel better fixed the issues stating it was minor problems. Because I have a repair warranty on work done i reported the problematic window to FNB and FNB said i must go to the panel beater for a report and to fix the problem. Northern cape panel beaters told me its wear and tear and i must take it to Renault because the car is still under warranty but i must not tell Renault of the replaced door. another thing that northern cape panel beaters kept on saying was that the never touched the window operating units which doesn't make any sense(if they replaced the door). I took the car to Renault and told them about the door replacement and they assessed the door and reported that the window problem couldn't be covered by warranty because the door was replaced and there were broken parts in the window mechanism and that the problem wasn't caused by wear and tear but rather bad fitment upon door replacement. Renault said Northern cape panel beaters should replace the broken stuff and fix the everything relating to the door. After all my running around i spoke to FNB and they told me to go to NC panel beaters again for a final assessment. so i did only to be told that its wear and tear. FNB sided with panel beaters and closed the case. I am so angry and disappointed at the don't care attitude of FNB and CIB, after NC panel beaters wanted me to lie to Renault about door replacements so that they don't have to take responsibility for their repair mistakes. I will be taking this matter up legally because its clear that FNB and CIB doesn't care about its clients but would rather stand with its service providers, I really don't know what's in it for them. I certainly will be taking this battle to social media because it seems like that's the only way to fight these companies. Extremely unhappy with CIB and FNB brokers
1 reviews | Active since Jul 2011
CIB STANDING WITH AND FOR LYING SERVICE PROVIDERS
In 2025 around June,July FNB brokers(CIB short term insurers) replaced my cars door through northern cape panel beaters in Kimberley. I regret that i allowed NC panel beaters to touch my car because i had a bad experience before and unfortunately that was the only service provider that CIB uses for under warranty vehicle's. long story short a year later my cars window starts making a noise and falls in and theres problem with broken window mechanics and needs to be replaced. short background. when i received the car year ago few weeks after replacement I had to return the car because the door was letting water in when it was raining and wasn't locking. the panel better fixed the issues stating it was minor problems. Because I have a repair warranty on work done i reported the problematic window to FNB and FNB said i must go to the panel beater for a report and to fix the problem. Northern cape panel beaters told me its wear and tear and i must take it to Renault because the car is still under warranty but i must not tell Renault of the replaced door. another thing that northern cape panel beaters kept on saying was that the never touched the window operating units which doesn't make any sense(if they replaced the door). I took the car to Renault and told them about the door replacement and they assessed the door and reported that the window problem couldn't be covered by warranty because the door was replaced and there were broken parts in the window mechanism and that the problem wasn't caused by wear and tear but rather bad fitment upon door replacement. Renault said Northern cape panel beaters should replace the broken stuff and fix the everything relating to the door. After all my running around i spoke to FNB and they told me to go to NC panel beaters again for a final assessment. so i did only to be told that its wear and tear. FNB sided with panel beaters and closed the case. I am so angry and disappointed at the don't care attitude of FNB and CIB, after NC panel beaters wanted me to lie to Renault about door replacements so that they don't have to take responsibility for their repair mistakes. I will be taking this matter up legally because its clear that FNB and CIB doesn't care about its clients but would rather stand with its service providers, I really don't know what's in it for them. I certainly will be taking this battle to social media because it seems like that's the only way to fight these companies. Extremely unhappy with CIB and FNB brokers
1 reviews | Active since Oct 2020
The disgustingly poor service ever - Replacement of wheel bearing.
I have never in my entire life seen and dealt with such a useless insurance company in my life. Just to make a repair of less than R10000, 00 it takes them more than tow months. To replace a wheel bearing takes about 30 minutes flat. But it take CIB 2 months to get it on the system, approved and done. Unfortunately is still has not been done. So, who knows, maybe is will take them three months or more just to replace a stupid wheel-bearing. Worst is that there is absolutely NO FEEDBACK from them. I always have to ask for feedback. Secondly, it looks like when you ask for feedback and complain, that is when they push your issue even ****her back.
1 reviews | Active since Oct 2020
The disgustingly poor service ever - Replacement of wheel bearing.
I have never in my entire life seen and dealt with such a useless insurance company in my life. Just to make a repair of less than R10000, 00 it takes them more than tow months. To replace a wheel bearing takes about 30 minutes flat. But it take CIB 2 months to get it on the system, approved and done. Unfortunately is still has not been done. So, who knows, maybe is will take them three months or more just to replace a stupid wheel-bearing. Worst is that there is absolutely NO FEEDBACK from them. I always have to ask for feedback. Secondly, it looks like when you ask for feedback and complain, that is when they push your issue even ****her back.
1 reviews | Active since Jul 2022
Well done to Naseema Khan for excellent service and leading by example
Well done to Naseema Khan for excellent service and leading by example. Great example of team work and coordination and raising the company flag high.
1 reviews | Active since May 2016
CIB -Worst service
I am extremely disappointed with the level of service I have received to date. I have never encountered such poor service. I submitted a claim through my broker for damage to my vehicle’s side mirror over a week ago, yet there has been no meaningful progress. Each day, I am simply informed that an assessor will contact me, but this has not materialised. I have also requested a courtesy vehicle, as driving without a side mirror poses a clear safety risk; however, I have received the same response—that someone from the car hire company will be in touch—without any follow-through. There has been no clear communication regarding the delays. I was advised that the initial handler of my claim had gone on leave, which appears to have further stalled the process. This lack of continuity and urgency is unacceptable. This situation is becoming increasingly frustrating, and at the current pace, it appears I will continue to incur additional daily costs while attempting to resolve an issue that should have been addressed promptly. There is no sense of urgency to bring this matter to a close despite the escalations that my broker has done.
1 reviews | Active since May 2016
CIB -Worst service
I am extremely disappointed with the level of service I have received to date. I have never encountered such poor service. I submitted a claim through my broker for damage to my vehicle’s side mirror over a week ago, yet there has been no meaningful progress. Each day, I am simply informed that an assessor will contact me, but this has not materialised. I have also requested a courtesy vehicle, as driving without a side mirror poses a clear safety risk; however, I have received the same response—that someone from the car hire company will be in touch—without any follow-through. There has been no clear communication regarding the delays. I was advised that the initial handler of my claim had gone on leave, which appears to have further stalled the process. This lack of continuity and urgency is unacceptable. This situation is becoming increasingly frustrating, and at the current pace, it appears I will continue to incur additional daily costs while attempting to resolve an issue that should have been addressed promptly. There is no sense of urgency to bring this matter to a close despite the escalations that my broker has done.