Claim nightmare - ***

When we experienced a bad storm, I came in my kitchen and noticed water running down the walls in my kitchen. I called to log a claim with Ooba who sold me the building insurance. The insurance is with Hollard and the claim was submitted to them. An assesor came to my property to assess the damage. He checked the roof and ceiling and left. My wife called him back saying that there is damage to the cupboards on the walls where the water was running down. He came back the same day and to pictures of the damage to the cupboards.

I then received an sms advising that a contractor had been assigned to complete my repairs between the 8th & 10th August. My wife called them to confirm what was being repaired and we were advised that only the roof and ceiling would be repaired and not the cupboards. My wife advised that she was unhappy about this because the damage was only as a result of the leak and no other reason. We were advised that a second assesor would be sent out to the property.

The second assesor came out and checked everything and we waited for a response. We were then advised that our claim had been rejected entirely. I then mailed Hollard asking for clarity as the claim was approved and only the cupboards were a concern and now nothing would be covered. Hollard then agreed to send a third assesor to the property. The third assesor came through and did the same thing as the other two and we waited.

I received a call on the 4th September advising my claim was approved and I would be contacted by Digicall to arrange the contractor. By Monday the 11th I had received no call from Digicall so I called Hollard. They then advised that the claim was still rejected. I had an argument with the consultant on the phone and eventually told him I would take it up with the ombudsman and end the call.

My wife then received a call from Digicall advising that the claim has been approved for an amount of R7500. I do not know what this amount is meant to cover but it is not sufficient to cover the roof, cupboards or even the paint that has started peeling due to the leak.

Now I have had this policy since I bought the property in August 2016 and only moved into the property in April 2017. Previously it was rented out. There was never a leak prior to the day of the storm and when I took out the policy it was in good faith and my expectation was that because I am paying a premium every month, somebody would have checked the property in the beginning and advised me that my policy would not cover the roof. But for me the fact that my account is debited every month without fail to only be told when I need their services that I am not covered equates to theft.

Furthermore the lack of communication from Hollard and the mixed messages I am receiving from them is causing me severe stress and has affected my health negatively. Also it is winter and whenever it rains there's a leak and the damage is getting worse. I need to have the repairs to the roof done and the cost to be covered by the insurance policy I have taken out and paid for because this was the reason for taking the policy out in the first place.