Bad Service Very, very, very, very, very bad

In 2014 we phoned Nedbank Insurance regarding leaking roof. No one came back to us. In 2020 i sent in the same claim. I was told that we did not treat our roof. That I understood that it was negligence from our side. But why not inform us in 2014. I had to phone numerous times after them to see how far the claim was. Still nobody phoned back. They were not concerned. I then lodged a complaint with Head office and was referred to Claudine. Then I was informed that due to negligence we were not covered. What happened to 2014 when the original claim was submitted. It took them 6 years to tell me that. And not they phoning me, it was a fact of I phoning after them. Then I lodged a complaint with the Ombudsman. I am still waiting for a response. Then Tuesday 02.02.2021 i received a sms to say that I must contact Nedbank Insurance regarding my claim. I must speak to Natasha. I had to phone again after them. Just to find out she is so busy from 08h00 - 10h30 that she could not put aside 2 seconds to tell me the same story i was told 2 or 3 months ago. This is to rub it in that they are not going to pay out my claim. My small installment is part of your salary. I know you do not care but that portion is what I am working very hard for. What is happening to customer service. Not even Head Office can assist.

This was my email to Claudine Hi Claudine

Thank you for your call this morning. As you can see the first time I submitted this was 12 October. Since then I did not receive any feedback from Nedbank Insurance. I spoke to numerous Nedbank staff members Katen, Bridget, Adrienne and Mandy who advised me to send a quote and get someone to do the work. Up till now no one called and not even the person you assigned.

You are the only person who had the decency to contact me to follow up.

It rained yesterday and today it was drizzling. The ceilings inside are becoming mouldy. The photos I sent was the leak in the bathroom close to the light. If we get heavy rain again then the same thing happens again. We cannot put on the light because we are afraid that it is going to cause a short in the electricity. On days when we get heavy rains we can hear the water dripping on the ceiling.

This is the worst service I ever experienced from one of Nedbank's departments. I know you are trying your best. But I am giving up now.

I am going to fix it myself. Let me rather do it myself, my daughter is pregnant and I am afraid that something might happen. I am paying for how many years this Insurance and now that I am claiming this is how we are being treated. I am escalating this query tomorrow to the Ombudsman but first I am sending this to the CEO of Nedbank. Even if I have to send him a facebook message or whatever means to get the message across. Please I don't have anything against you because you are trying. It is the system. The bad customer service that is getting to me. It is clear that your online portal where you lodge your claim is not working. I lodged my claim twice and there was no response. I apologize if I laughed when you phoned but you must understand. This is coming on now for longer than a month. Maybe it is time I take my bond somewhere else. But then the bond is not the problem it is the insurance department. So I should think of changing after I take my complaint to the highest person.

Kind regards

Shamila