Nedbank

Claim mishandled, conflicting assessments ignored and valid claim unfairly rejected

I would like to formally raise a complaint about the way Nedbank Insurance has handled my claim and the ongoing lack of service, transparency, and accountability.

On 13 September 2025, I reported a claim for two air conditioning units and an electric gate motor that had stopped working. Nedbank appointed two separate assessors from two different contracted companies to inspect the damages. Both assessors inspected the same items, yet they produced two completely conflicting reports. Despite this contradiction, Nedbank chose to rely on only one report—the one that supported declining my claim—without offering any clear explanation or investigation into why the reports conflicted. They state wear on tear of the motherboard (electronic item) which does not make any sense. The contracted assessors broke clips for the airconditioner cover in my presence, and re secured it with tape!

I formally requested a third and independent assessment, but instead Nedbank appointed an internal assessor who never inspected my property or the items in person. This assessor simply reviewed the two unreliable and contradictory reports and again recommended that the claim be rejected. At no stage were the items tampered with, nor have I received any fair or reasonable justification for the rejection of this claim.

This is not the first time Nedbank has rejected what I believe to be a valid claim, and it raises serious concerns about their assessment process and the reliability of the contractors they appoint. Their lack of willingness to assist paying clients is extremely concerning.

In addition:

Calls to their claims department are regularly transferred between departments without resolution.

Calls are frequently disconnected.

Communication is poor and assistance is delayed.

They continue to deduct insurance premiums monthly but fail to provide support in times of need, which is the very purpose of having insurance.

I have now referred this matter to the Financial Services Ombudsman and I am awaiting their findings. I am extremely dissatisfied with Nedbank’s handling of this claim and their overall service. Once this matter is resolved, I intend to move my insurance to another provider.

Rating: 0/10 I do not recommend Nedbank Insurance and advise others to exercise caution before insuring with them.