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)