Terrible client service and understanding of products being sold

I had a freezer contents claim in January 2026. My experience is finalising this claim was ********** to say the least. My executive assistant, Liesel Russell who processed my claim, her knowledge of the policy is clearly minimal as even after i discussed it with her, she insisted there was an excess payable by me and proceeded to pay me the benefit net of the excess. Only after i escalated the matter was it sorted, however those i emailed in the escalation process did not respond to my email, but they definitely did assist.

To make matters worse, this claim took over a month to be finalised. Partially due to the service provider i used, but also due to Ms Russells lack of informing me of what i needed to submit for the claim upfront.

Upon informing her of the claim i was told to send her a list of items and a quote for the items in the freezer. After i provided her with this then, 5 days later i was told to submit proof of purchase of the groceries, after i submitted the proof of purchase, then only a damage report was requested. Then my service provider took a while to provide it, however Liesel had been in direct contact with him. then after a while i followed up and more than a week later and still no response to my follow up. I then called Discovery Marsh and requested to speak to Liesel. I was told she was unavailable and they would see to it that she calls me within the next hour, but no call at all came on the day.

I then sent a follow up email on the next day, on which i received an email to say she is busy with it.

This was terrible service entirely, an awful experience, not something paying clients should have to endure.