EXTREMELY BAD SERVICE

27 Osage Street, Fairview, Port Elizabeth, 6070 *** / *** *** / *** [24/03/25]

Nedbank Homeloan Insurance Complaints Department

Subject: Urgent Complaint Regarding Home Insurance Claim Process

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding the unacceptable difficulty I have encountered while trying to lodge a claim for my broken geyser under my Nedbank Homeloan insurance policy.

On [date], starting from 11:08 AM, I called your insurance department six times, spending over 40 minutes in total attempting to file my claim. Each time, I was informed that my home address did not correspond with your system records. I was then transferred to another line to rectify the issue, only for the call to either be dropped or disconnected without resolution. This occurred repeatedly despite my persistent efforts.

As a Private Banking client, I also attempted to escalate the matter through the Private Banking line, yet I experienced the same frustrating outcome. This level of service is completely unacceptable, especially considering the urgency of my situation. My geyser is broken and needs to be replaced immediately. I have a small child, and my family cannot be expected to boil water in a kettle for bathing due to an issue that should have been resolved efficiently by my insurance provider.

I urgently request immediate intervention to process my claim without further delay. Please provide a prompt response with a resolution by [reasonable deadline, e.g., end of the day or within 24 hours]. If this matter is not addressed urgently, I will have no choice but to escalate my complaint to the Ombudsman for Banking Services and other relevant regulatory bodies.

I trust that Nedbank values its clients and will treat this matter with the urgency it deserves. Please confirm receipt of this complaint and provide a resolution timeline as soon as possible.

Sincerely, Lennox Ndiviwe Mlambisa