Old Mutual Insure and Quest Claim Solutions: A Disappointing Experience

I am writing to express my extreme disappointment with the service I have received from Old Mutual Insure and their appointed service provider, Quest Claim Solutions.

In December 2023, my property was damaged due to burst pipes on municipal land directly outside my driveway gate. After assessing the damage and realizing the significant cost, I submitted a claim to the eThekwini Municipality in February 2024. Despite numerous follow-ups, I have received no feedback or resolution from the municipality.

In August 2024, I decided to submit a claim to my insurer, Old Mutual Insure. I was informed that the matter would be handled by Quest Claim Solutions. However, Old Mutual Insure has refused to settle my claim, citing a missed reporting deadline. Despite this, Quest Claim Solutions has continued to work on the claim as a third-party matter, informing me that they have completed a financial status check and issued a Section 32 state notice and thereafter advised that they cannot act until Old Mutual Insure settles my claim.

To my frustration, I have received contradictory information from both Old Mutual Insure and Quest Claim Solutions, leaving me feeling unprotected and unsupported. It is unacceptable that I am being denied coverage and experiencing such delays in resolving this matter.

I urge others to be cautious when considering Old Mutual Insure for their insurance needs. Their lack of support and the ineffectiveness of their appointed service provider have caused me significant stress and uncer*****y about any future loss, theft or damage.