Household Insurance Policy Mismanagement

Dear Nedbank Insurance Team,

I am writing to express my deep frustration and disappointment with the handling of my household insurance policy, which I took out with Nedbank in 2023 including the all risk benefit.

When I signed up, I specifically mentioned valuables such as laptops and phones, items I always travel with for both work and personal reasons. Despite this, I have now discovered that these items were not properly covered under my policy.

1. My personal laptop was ****** last night from a friend’s car in her complex. When I called Nedbank Insurance this morning to initiate a claim, I was told that my laptop is not covered because it is not listed under the all risk benefit. This is shocking, as I had explicitly mentioned laptops and phones when taking out the policy.

2. In 2024, my phone was ****** and Nedbank Insurance paid out the claim. I then purchased a new phone and called to update my policy by removing the ****** phone and adding the new one. To my dismay, I discovered today that my new phone was never added to the policy, and the old ****** phone is still listed.

This means that for the past two years, I have been paying premiums for coverage that did not actually protect my valuables. I have been carrying around items I believed were insured, only to find out they were not. A simple “I’m sorry” does not replace my ****** laptop or rectify the negligence in managing my policy.

I urge Nedbank Insurance to do better. Please train your employees properly to ensure that customers’ instructions are accurately captured and policies are correctly updated. I expect accountability and a resolution to this matter.

Deeply disappointed, Glenville