Unfair Claim Rejection and Delayed Settlement – Longstanding Pensioner Client

My 76-year-old mother has been a loyal OM Insure client for over 18 years, with only minor claims in the past. In August 2025, our neighbor dug a trench near our boundary wall, which collapsed and caused extensive damage to our garage, carport, and driveway. The total damage amounts to R250,000. It took OM Insure two months to respond, during which we received inconsistent feedback: first a full rejection, then a partial settlement offer, and then another rejection. After numerous calls, emails, and escalating to the complaints department, we were told a 50% settlement would be offered for the carport, garage, and driveway. My calls and emails were even ignored by the team leader, Sharlane Matthews. We are still waiting for this payment, and the driveway remains unstable, with our cars trapped in the garage. OM Insure refuses to cover the full damage, citing "subsistence movement" as the cause of the wall collapse despite clear evidence that the wall fell immediately after the neighbor began digging. This explanation feels dismissive and inaccurate. My mother has paid her premiums faithfully for nearly two decades. As a pensioner, she cannot afford to cover the remaining costs. The lack of urgency, transparency, and fairness in handling this claim is deeply disappointing. We are left with unresolved damage, financial strain, and no clear recourse. We urge OM Insure to reconsider the full settlement and expedite the payment process. This is not just about property it’s about treating long-term clients with dignity and respect.