Hollard refuses to pay for Fridge that is damaged due to Power Surges in my area, Proof etc given.

Hollard refuses to pay for Fridge that is damaged due to Power Surges in my area, Proof etc given. Matter is logged with the NFO, however we stuck without a fridge Since January 2026. Read below you will be astonished of the loop holes and the type of assessors that are sent to peoples Homes. (Long Read).

• We were asked to get a damage report by our Broker LRA, Fridge Care was nominated. We called them in an they assessed the fridge as well as tried to ragas it however it was discovered that the damage was far worse that a Regas. It is the compressor & PC board, and this was due to power outages in our area of which i have sent proof to my Broker. We have been experiencing power Dips since December until current all proof sent. We also have Surge Protector Plug as well as a DB. The fridge had to be opened to Assess, A leak detector must be placed into the gas pipe to find a leak if this was the case. The top casing must be opened to assess the PC Board. Fridge Care do not have Xray Vision Cameras that can detect faults. They worked for hours to assess and find the fault, whereas Hollard technician found the fault before they got in. • Had I have known that after the damage report was sent Hollard will send their own assessor, we would have not gotten our own assessment and we would have saved the R950,00 that we paid. Why reinvent the wheel. So, as per my Broker I was to obtain the damage report, to Obtain the damage report the fridge needed to be stripped etc. • When Hollard sent their Assessor obviously, they had seen that the fridge was opened prior and tested and assessed. This is a **** as they probably wanted a private assessor to open the fridge so when they come, they can reject the claim from the driveway knowing that a previous assessment was conducted and sent. • Why was the Hollard assessor not appointed first? We were asked to get our own and it is not like we got a roadside technician we got a professional business were Hollard’s assessor was previously employed. • "A refrigerator compressor not starting after a power surge is often caused by a tripped overload protector, a fried start relay, or a damaged main control board" Ask AI. • Fridge care spent 5 hours to assess the Damage how can Sagren come to a conclusion in 3 minutes, he did not come with a computer or AI or machines he came with his eyes and one *****driver. • AI Overview • A refrigerator compressor failure due to a power surge is a common insurance claim, particularly following load shedding or sudden power outages, where voltage spikes fry the compressor or its starting components. Insurance policies generally cover this damage under home contents insurance.

• Hollard’s technician’s gauges reflect not read BECAUSE the gauge is not connected to anything.

• Refer image below, obviously there will be a reading, The Claim Does Not State that the Fridge does not come on, it states it does not cool (Compressor and or PC Board)

• A refrigerator compressor not starting after a power surge is often caused by a tripped overload protector, a fried start relay, or a damaged main control board" Ask AI. • Fridge care spent 5 hours to assess the Damage how can Sagren come to a conclusion in 3 minutes, he did not come with a computer or AI or machines he came with his eyes and one *****driver. • A refrigerator compressor failure due to a power surge is a common insurance claim, particularly following load shedding or sudden power outages, where voltage spikes fry the compressor or its starting components. Insurance policies generally cover this damage under home contents insurance. • All points above are valid, • This is a clear indication that a fridge of this model and year cannot face a compressor wear and tear or PC Board Malfunction. This is a case of power surge. • It is also a case of the insurer finding Loop Holes not to pay out a claim to be Frank. • The assessor has limited knowledge and it is evident as per their report.

My Fridge (LG Double Door) started giving issues from the 12/01/2026. We contacted our Insurance Broker LRA who advised us that we need to get a damage report etc. In our area we have a reputable professional "Fridge Care". So we called them in an he assessed the fridge as well as tried to ragas it however it was discovered that the damage was far worse that a ragas. It is the compressor & PC board and this was due to power outages in our area of which i have sent proof to my Broker. We have been experiencing power Dips since December until current all proof sent. We also have Surge Protector Plug as well as a DB. So as per attached Damage Report it states the very same. Thereafter my broker advised that Hollard will send their own assessor. They assessor came looked at the fridge, fiddled a bit and left his name is Sagren, that is the only info i have of this assessor. This assessor Sagren used to work for Fridge Care as well (Just Saying). On the 26th January 2026 our broker advised that the claim is rejected and they waiting for the rejection letter. Today is the 03/02/2026 we still did not receive it. However we went he extra mile and got another opinion from another professional in the fridge industry (I cannot mention details), For a Compressor to pack up for a fridge this age it can only be from Power Surge which will trigger the PC Board and shot the Compressor. For the PC Board to Mal Function it can be from power surges. "A refrigerator compressor not starting after a power surge is often caused by a tripped overload protector, a fried start relay, or a damaged main control board" Ask AI. We asked for Sagrens damage report and the insure is not able to share. Fridge care spent 5 hours to assess the Damage how can Sagren come to a conclusion in 3 minutes, he did not come with a computer or AI or machines he came with his eyes and one *****driver. AI Overview A refrigerator compressor failure due to a power surge is a common insurance claim, particularly following load shedding or sudden power outages, where voltage spikes fry the compressor or its starting components. Insurance policies generally cover this damage under home contents insurance. I have 2 kids of one is a special needs child and now we have to live off cooler boxes because of Hollard and their assessor of whom can assess a fridge before opening it. Mind you i have had the same issue with my retaining wall, during the storms Hollard refused to pay up until date nothing has been received (2 Years Plus). The premium we pay compared to this service is out of this world, just like Sagren who can assess a fridge with his eyes. Dear Ombudsman please can you help us, we cannot be paying premiums and get turned down for legit claims. Thank You