SHOCKING SERVICE

On 3 August, my house flooded and I initiated an insurance claim the following day, 4 August. Despite numerous follow-ups on my side, this claim remains unresolved more than four weeks later. During this process, I was assisted by two of your staff members: • Ms. Sharlaine Matthews – whose conduct was extremely unprofessional. She was rude and aggressive, and made me feel as though I was attempting to commit *****. She specifically stated that she would not provide a cash payout but rather a voucher, implying I was not trustworthy. While the method of settlement is not an issue for me, the insinuation and manner in which this was handled were deeply offensive. • Ms. Brendalynne Shange – in contrast, has gone out of her way to assist me. Her professionalism and helpfulness should be commended, but she can only do so much. To date, I still have not received payment or voucher for the replacement value of the affected items. The salvage company is now collecting the damaged goods, yet no settlement has been made. This delay is unacceptable. I also draw your urgent attention to the fact that my CPAP machine, which is critical to my health and included under my insurance, is part of this claim. Should anything happen to the machine, I cannot afford to wait months for the insurance to respond, as this is a matter of life and death. After 45 years of paying insurance premiums without ever being refused a claim, I find this experience both disheartening and highly unprofessional. I urgently request that this matter be escalated, my claim finalized without further delay, and an explanation provided for the treatment I have received.