Lydenburg hailstorm damages claim, not being paid out by Nedbank Insurance

We bought our house in Lydenburg in 2001, thanks Nedbank for taking us to the next level BUT on 14 November 2021 a devastating storm hit Lydenburg Mpumalanga with record breaking hailstones and left a path of destruction. As we do not occupy the property we were informed on 15 November 2021. A claim was immediately lodged and we received the claim no.C*** on 26 November 2021. Since 14 November 2021 Lydenburg was plagued with storms and the damage just escalated. We acquired 3 quotes which took time as the contractors were flooded with work. The accessor or of Nedbank only arrived at the house on 5 January 2022. By this time the roof was covered with tarps for almost two months and water was still getting in. On 28 January 2022 we were informed that because of a lack of maintenance our claim was unsuccessful. Lack of maintenance – NOT possible. When we advertised our house, in 2019, is up for rent, we gave the place a revamp as to attract people that will appreciate the house as much as we did. The only room we could not finish was the roof of the outside braai area. As we hoped, the new occupants loved the house just as much and they did the roof in 2020. This roof was done with brand new sheeting and the hail damaged this sheeting even more than the older sheets that was on the exciting house. We painted every room, we sealed the roof and fitted one room with new ceilings. The main bedroom was not even 6 months old as we enlarged it and added a new bathroom with wood paneled flooring. We have only claimed a geyser once in all of this time. With all the information we have gathered this has been happening to a lot of people and " LACK OF MAINTENANCE " is just an easy way out for the insurance companies. Come on... we are paying our dues, its time to get the service we deserve and better customer service, not to speak with a consultant with a child crying in the background (it felt like she was trying to get rid of me) rather ask me to call back or suggest that she will get back to me, with a solution or suggestion.