POOR SERVICE (CONSUMER RIGHTS VIOLATION)

Claim no: ***

Hereby is a complaint regarding an insurance claim that was approved in March 2022, having had occurred as a result to a house fire caused by electrical fault). After the investigation from the insurance the claim was approved. Assessor called to notify us that claim was approved and the insurance has decided to appoint the contractor to perform the duties to fix all fire damages. Upon the repair , I approached the assessor to inquire about the amount specifically allocated to the garage door, I was given three different amounts from the assessor and the contractor, I asked him why there is different amounts, He answered by saying the amount was exclusive to VAT. Then he said that I should take whatever is offered by the contractor and I can claim the door from the insurance at a later stage, I refused and sent the quotation to the contractor. Then he told me that I need to be careful because the insurance will raise eyebrows, I still refused then he told me that I’m taking advantage of the insurance to renovate my house. Floor tiles, tap, bathroom door were not replaced but were damaged including my front door that was damaged during the repair. After all the uncer*****ies, I was asked to sign the completion/clearance certificate. I could not do this as the work was incomplete. The assessor said by me refusing to sign he has the right to sign on my behalf, he was indicating that the contractor has paid for my garage door, I still refused to sign. On the 27 MAY 2022 I received message on my my cell phone that clearance certificate was submitted, I tried calling the contact number on the message there was no answer.

I reported the matter to complaints department conference call was conducted by the disputes department, the assessor was against everything from my side, the dispute specialist was biased as she sided with the assessor regarding the unsigned completion certificate. I asked dispute specialist to send me all documents indicating the amount used for the claim and how much is left, she then asked me why am I only asking for the documents now, I was offered a cash pay out to complete the repair, I refused this offer as this amount was way too little for the repairs, I suggested that they must take the money and finish the work themselves but he refused. According to dispute specialist a final offer was made nothing more, so it was either their way or the high way, to my surprise a different amount was paid, I need answers on what happened with this claim.

I humbly ask for all the relevant documents so that I can get clarification on the approved claim amount: what was replaced, repaired and how much was spent on this repair as to either agree or disagree, I also ask for the completion certificate from the contractor that was appointed by the insurance ,I also ask for the statement from my building insurance that indicates the amount that was approved for this claim. COC (electricity certificate) and all necessary documents. I ask for the clearance certificate that was submitted without my signature to be verified, who signed on my behalf (this means two contractors are to be paid from this claim). For 9 years been a loyal client to this insurance but this is how they thank me.