Regarding Poor Claims Handling & Unprofessional Conduct

I am extremely dissatisfied with the service received in relation to my mother's insurance claim.

The incident occurred on 23 December, and the claim was logged on 24 December. The replacement garage door was only delivered today and be installed tomorrow — almost a full month later. While I understand this period falls over the festive season, such a delay for a security-related claim is unreasonable. It is simply not believable that all service providers are unavailable during this time.

The conduct of the appointed service provider was even more concerning. I was sent a photo of banking details via WhatsApp and expected to pay my excess without any invoice or company confirmation. I contacted your call centre (19/01/2026), spoke to Antonio, who sent an invoice reflecting the company name Kan-ye Kanye Investments T/A Iwitness Security Solutions — yet I was instructed to pay my excess into a completely different bank account (BNK Technologies).

This raises serious concerns around transparency, professionalism, and client risk.

Additionally, I was asked to measure my own garage door, which is clearly the responsibility of the service provider. Only after I sent approximate measurements did they eventually come out to take proper measurements.

Overall, the experience was frustrating, unprofessional, and far below the standard one would expect from an insurance provider and its appointed contractors. The delays, poor communication, and questionable payment practices are unacceptable.

I am sharing this experience publicly in the hope that it is taken seriously and that corrective action is taken to prevent other clients from experiencing the same treatment.