Nedbank Home Insurance - Unresolved issues and poor services

I am extremely disappointed with the service I have received from Nedbank Insurance. After almost 19 years of consistently paying insurance premiums, I expected a professional and efficient response when I needed assistance. Unfortunately, my recent experience has been nothing short of frustrating.

Our geyser burst on a Saturday morning, and despite reporting it promptly at around 10 am, the issue remains unresolved. The plumber, who was meant to arrive by 3 pm, only showed up at 4 pm, only to inform us that they could not proceed because the geyser was located under a steel roof and required additional assistance. This was information their office had from the beginning, yet no prior arrangements were made.

The next day (Sunday), a team arrived to install a new geyser outside but couldn't complete the work because they needed an electrician. We waited until Tuesday for the electrician, who merely assessed the situation without completing any work. Throughout this time, we did not receive a single update from Nedbank or the contractors. My husband had to make numerous follow-up calls to get any information.

By Thursday, still without any resolution, my husband called the electrical company again and Nedbank. After answering a series of security questions and dealing with disconnected calls, he finally discovered that the quote from the initial company had only been sent through after 2 pm. The job was then reassigned to another electrical company, but once again, we faced delays, excuses, and a lack of accountability.

We even had an electrician inform us that he couldn't come out because he was sick, assigning it to someone else and later because of the rain, despite us offering to arrange a gazebo and a video confirming that the area he needs to work is dry. This ongoing struggle continued for days, with little to no communication from Nedbank.

On top of all this, there was additional damage to our ceiling, walls, and a cupboard due to the geyser burst. Despite this, no one has addressed the damage or provided any solutions. We have been left with a non-functional geyser and damage, all while having to chase the service providers ourselves.

After almost two decades of paying premiums, this experience has left me feeling cheated and neglected.

Nedbank, I sincerely hope you take this complaint seriously and address the poor service and lack of accountability. Your clients deserve better.