Complaint Regarding Declined Fire Insurance Claim - Discovery Insure

So once again Discovery Insure leave us wanting after a claim, this time a more serious matter. Its like they have an excuse for every claim you could think of. And use *********** accessors to validate there decisions. Below is a copy of my email to them of last week , to which I've had once again had no response.

I am writing to formally dispute the recent decision to decline my insurance claim related to the fire incident at my residence on [15/06/2024]. As a loyal Discovery client utilizing your company for banking, short-term insurance, homeowners insurance, motor insurance, and life cover, I am deeply disappointed and feel undervalued by the lack of support and slow response in handling my claim.

Since the fire incident, my family and I have endured significant emotional distress and unhealthy living conditions. For the past three weeks, we have been living with the remains of the thatch roof and burned ash in our backyard. The presence of these remains poses a serious health risk, including the potential for rodent infestation. Despite the urgency of the situation, Discovery Insure has been reluctant and slow in providing assistance, requiring me to constantly follow up with no feedback.

During the claim process, Discovery Insure's fire incident investigator concluded that the damage was caused by rodents, leading to the fire. I strongly believe that this conclusion is not based on thorough evidence. The investigator admitted to me that he had no clear understanding of what led to the fire and failed to inspect the electrical DB box which he had previously mentioned he needed to inspect, citing his own health issues as the reason. Additionally, the investigator removed a piece of electrical cable from the property, which had been lying in the rubble for two weeks, for "laboratory testing." It is unclear how this cable, left unattended for weeks, could provide accurate information about the cause of the fire. A valid COC was also given to him, with the local Fire Dept report.

Given these circumstances, I am requesting a second opinion on the cause of the fire from an independent investigator. The initial investigation was unprofessional and did not follow proper protocol, leaving many questions unanswered. Furthermore, I believe that my insurance policy should cover the fire incident, regardless of the cause, as there was no negligence on my part. There has been no known rodent infestation at my property that was left unattended.

If Discovery Insure does not assist in resolving this matter and providing the coverage I am entitled to, I will have no choice but to escalate the issue to the Insurance Ombudsman. Additionally, I will be compelled to cancel all my policies and bank accounts with Discovery. I have been a loyal client for many years, and I expect to be treated with the respect and support that reflects this loyalty.

I urge you to reconsider your decision and take immediate action to address this claim fairly and justly. Please contact me at your earliest convenience to discuss the next steps.