Unfair Claim rejection

Dear Iwyze Insurance Team,

I am writing to express my disappointment and frustration with the handling of my claim number ***, which was registered on 18th December 2024.

During the assessment process, your building assessor informed us that we needed to put in a separate claim for house contents, which we did. Subsequently, additional assessments were conducted by an electrician and for house contents. Furthermore, our TV was taken for testing, but to date, it has not been returned.

To our surprise and dismay, my father received a disturbing phone call from your team last week, informing us that the entire claim has been rejected. The reason given was that the damages were caused by building faults, not the hail storm as per our original claim.

I find it astonishing that this conclusion was reached, given that we have never experienced any issues with our roof until the day of the storm. It is unacceptable that we are now being told that the cause of the damage was due to building defects.

I respectfully request that you review our claim and reconsider your decision. I would appreciate it if you could provide a detailed explanation for the rejection of our claim and clarify the next steps in this process. I look forward to your prompt response and resolution to this matter.

Sincerely, Refilwe Makgae *** ***