Black Mold in our kitchen

We noticed that our ceiling in the kitchen was wet and water-logged. We immediately informed our insurer Discovery.

They sent several service providers to conduct water leak detection and after several days and several service providers inspecting the situation; a service provider removed tiles from the bathroom and found and repaired the leak.

Initially they did not want to cover the loss even though we did include plumbing in our policy. Only when we threatened with the ombudsman, did Discovery agreed to cover the loss.

The loss claimed for included:

• The kitchen cupboards – black mold and water damage developed due to all the water. • The ceiling to be repainted, • and paid us out for one bathroom wall to be re-tiled; we opted for the payout because we decided we’ll redo the entire bathroom at our own cost.

We ended up re-doing the bathroom and repainted the ceiling, and Discovery sent a service provider to fix the kitchen cupboards.

A while back we noticed that the black mold within the same cupboards returned in the kitchen. We immediately raised it again with Discovery. After several days and a service provider inspecting the situation Discovery again declined to cover any cost to re-repair the work done on the kitchen cupboards. Sighting continued damp as the probable cause.

We’ve resided in this house for 12 years since 2013 – we’ve never had any damp issues in the kitchen. The reasoning would be that the service provider who came to resolve the matter did not treat the black mold properly before refitting the new cupboard carcasses. Any work conducted by any service provider would typically include a warrantee of workmanship? Why do Discovery not get the service provider to come and fix their work or appoint a new service provider to repair the work?

Discovery keeps on attempting to reject our claims and as soon as you mention the ombudsman they jump into action, which clearly reveals that they probably do not act in good faith which is concerning.

The mold in our kitchen is very harmful to my family’s health and we are in danger. The mold is there because the service provider appointed by Discovery did not do a good job. As a medical aid provider and health insurer Discovery would be very aware of the dangers of mold on the respiratory system, and the severity of the problem – it needs to be resolved yesterday.

We are keeping our end of the arrangement we pay our premiums no questions asked. We expect Discovery to keep their end of the arrangement by resolving the approved claim properly. It’s a disgrace that we have to plead with a reputable company like Discovery to hold up their responsibility; we didn’t opt for a cheap option we want quality insurance; we went with a company we trusted.

We will be taking this to the ombudsman