Stressful and dreadful claim experience

To whom it may concern

I have been insured with KP for the past 6 to 8 years. Recently I had a burglary whilst asleep at home, whereby Contents and Specified All Risk items were ****** from my house, in a security complex. (Terrible thing )

No one came to the house to investigate, so everything was done on the phone and e mail. I also lost my husband , and most of the stuff were purchased on his name, and I don’t have access to it, as the estate has not been finalised as yet. The investigator are requiring a lot of info , that were not mentioned/ or ask for when we took out the cover. Also, I am a single mom now, working and taking care of children, which are not taken into consideration. I also do not have a laptop to do all the communication, as it was also taken during the burglary.

What’s also puzzling me is that this is 1 Claim, now all of a sudden , as per the investigator/Claims consultant I have to pay individuals excesses per Specified Item, besides the excess on the contents, which will amount to…………just imagine. I now also had to provide photo’s, invoices, receipts, to show that we actually owned these items. This is really embarrassing, and I , honestly feel like a ********, as if I am lying. I had to take pictures of my kids’ takkies /shoes and other items to prove that the item existed. And if I cannot provide proof of purchase for items, I will only be paid for entry level items (unbelievable). I don’t have all these info, and besides still dealing with the loss of my loved one, really….. and my daughter is now seeing a psychologist because she is not dealing well with the trauma of finding a burglar in her room while sleeping at night.

Shouldn’t’ all this be part of the Contents cover/insurance, as it all got ****** inside the house during the burglary? And shouldn't I be paid replacement value of items. Surely an item bought in 2020 cannot be reimbursed at the purchase price, nor something that was bought on a sale?

This claim experience has been more stressful and I have not felt the royal treatment.

terrible