Unacceptable delays, zero communication, and total disregard for a deceased estate claim

I am administering the late estate of my parents, HT Phillips and CH Phillips, and the service received from this insurer has been nothing short of unacceptable.

This matter has been ongoing since August 2025. Despite submitting all required documentation timeously and following up repeatedly, there has been no meaningful communication, no written feedback, and no resolution.

On 27 November, I spoke to Samantha at the company, who assured me the matter would receive prompt attention. At her request, I resent all documentation via WhatsApp and was informed that a second claim had been registered (IS***CLM-01). On 5 December, I followed up again. On 6 December, I was told the claims were “being validated” and that feedback would follow. That was the last communication I received.

On 6 January, I formally requested that I receive feedback within 5 working days. To date, I have still received no response whatsoever.

As of today, weeks later, there has been complete silence.

Outstanding issues include: • A claim first submitted in August (IS***CLM AOL) • No confirmation of receipt or assessment of additional invoices submitted on 27 August • No feedback regarding damage to an interior gate caused during the break-in • A second claim submitted in August, queried in September, and only formally registered in December • No written responses despite follow-ups on 27/08, 28/08, 21/09, 30/09, 17/10, 30/10, 22/11 and multiple times in December

Premiums continue to be collected, yet the most basic obligations of an insurer — communication, transparency, and service — are simply not being met.

Administering a deceased estate is already stressful. Being ignored by an insurer while trying to finalise legitimate claims is unacceptable and deeply unprofessional.

At this point, I genuinely do not know what more to do. I have exhausted reasonable follow-ups and allowed ample time for response. My next step will have to be escalation to the Insurance Ombudsman.

I would strongly caution anyone considering this insurer to think carefully about the level of service they can expect when it actually matters.