Incompetence that leads to incorrect interpretation and rejection of claim

After I raised my issue, it was investigated and various parties came through to solve the matter, even though there are noticeable weaknesses in internal controls. My concern is that it took 7 days and several phone calls to resolve the issue. Later, they came through and apologized for the behavior. What makes things worse is that my claim was declined after all the process. The reason given was that the items I'm claiming do not qualify. They said the claim only qualifies if it relates to fuses and globes, which is surprising to me because the policy specifically states electrical wiring repairs in addition to fuses and globes.

This was the feedback from Mpho Maleka. This is not the first time someone gave the same interpretation before. It seems all employees that approve claims do not interpret the policies the same way, and there are possibilities that claims may be rejected when they should not be.

In their policy, it states items to claim include electrical wiring repairs, fuses, globes, and other items. However, when I claimed for electrical repairs only, I was told it's not fuses or globes. All of this back and forth for just a 1,000 rand claim. I am very disappointed. I am actually taking this further and reporting them to the National Financial Services Ombud Scheme of SA (NFOSA) because they do not fulfill their obligations. I am so tired of this that I am going to just pay and fix my car because the back and forth is really emotionally draining. One person says you can claim on electrical wiring repairs, and the other says otherwise. This actually makes me question the competence of the people involved in the claim process. At this point it makes one wonders if they are serving clients and I should consider changing my