Extremely Disappointing Claims Experience – Integrisure

I am extremely disappointed and frustrated by the service my mother has received from Integrisure following a recent motor vehicle accident claim. Claim Number: IS***CLM-01 Claim Lodged: 19 August 2026 It has now been over a week of unnecessary back-and-forth, with different assessors being appointed to assess the same claim. Rather than providing clarity and reassurance, this has created further uncer*****y and has unfortunately left us with the impression that reasons are being sought to avoid settling what should be a straightforward claim. What makes this particularly disappointing is that Integrisure positions its offering around servicing clients over the age of 55. With a customer base that includes older clients, I would expect the claims process to be handled with an even greater level of care, empathy, clear communication and efficiency. An accident is already stressful enough. The insurance claims process should provide reassurance and support, not add further anxiety and frustration. The communication has also been unacceptable. The Claims Manager, Kenny, has been extremely poor in communicating progress and providing my mother with clear updates. Unfortunately, our experience with Wendy and Andrea has been no better. My mother should not have to continuously follow up simply to understand what is happening with her claim. We pay insurance premiums with the expectation that when an unfortunate event occurs, the insurer will honour its responsibility and manage the claim professionally, fairly and transparently. At this point, that has not been our experience with Integrisure. We are requesting an urgent resolution of this matter, a clear explanation for why multiple assessors have been appointed, and transparent communication regarding the status and outcome of the claim. Should this matter continue to be unnecessarily delayed or the claim not be fairly resolved, we are fully prepared to escalate it through the appropriate formal channels. Integrisure, please urgently address this matter and provide my mother with the level of service, dignity and consideration that your customers, particularly the senior clients you specifically position your business to serve deserve.