unbelievably shocking service Ever & Premium paying Pensioners taken advantage of

I reported a claim on behalf of my mom following the severe storms that hit Soweto and other parts of JHB and this was publicized in the news how people were badly affected by these flash floods 09-Dec-22 . A claim was submitted through Hollard which is handled by Brolink who then appointed an external assessor to perform a detailed assessment and validate the claim. It has been 2 months following the assessment and up to date none of my questions / concerns has been addressed. Up to this date I have not received a single call from either to further engage on these concerns.

I have sent emails questioning their settlement recommendation but I am being sent from pillar to post. The external assessor appointed & the claims handler has no desire in assisting me to resolve this issue. Instead today I am woken up by an email advising that “ Insurers have now advised should they not receive the signed Agreement of Loss within the next seven (7) days of date hereof, they will consider the matter as not taken up and will file be closed”

This is surprising because the very same Agreement of loss that they are pushing for us to sign is incorrect & omits other damages which they are aware of , which were assessed and are incident related.

This is unacceptable that my mom who is a pensioner with a hearing impairment has to be treated in this appalling manner but the Insurer is very quick to receive her monthly premiums.