Insurance Claim

Having submitted a claim for a leaking shower, Nedbank did not send out a contractor, but made it my problem. They then refuted the Claim after they sent out an inspector who stated that no dye tests were carried out. On asking for Nedbank to A, Send their approved contractor, B, Carry out the necessary tests, we were informed that the file is now closed and we can take it up with the Ombudsman. The Assessor, who was their to inspect a shower, reported on my property as a whole, as being well maintained. Who gave him the right to assess my entire property?