Nedbank Home Owners Insurance Cannot Be Trusted

On 07 May 2025, I cleaned the swimming and filled up water and on Saturday 10 may I noticed that the swimming pool water had significantly declined. I refilled the swimming pool and on Wednesday 14 May 2025, the water had significantly declined once again. On the same day (14 May 2025), I called Nedbank Home Owner Insurance to lodge a claim for a suspected swimming pool leak.

On Friday 16 May 2025, Nedbank Home Owners Insurance sent a technician to come assess the swimming pool.

As I am covered for swimming pool leakages in the home owners insurance I have with Nedbank I thought lodging a claim would be a seamless process. Now Nedbank is refusing to approve my swimming pool claim and they told me they cannot share the report or the grounds for refusing my claim after I called them to follow up on the claim (22 May 2025). Nedbank sent a technician last week Friday (16 May 2025) to assess the swimming pool and from then I did not hear anything from them. Yesterday morning (22 May 2025) I call their call centre and someone informed me that they are rejecting the claim. I had to call them after a week to get that information. When I requested that they share the grounds for refusing my claim the call centre representative informed that they cannot share the report provided by the technician they sent.

I am of the view that the report is about my swimming pool and Nedbank insurance needs to share that with me, however, they are refusing. Secondly, when I kept demanding that the report is shared, the call centre representative I was speaking to decided to hang up the phone.

Policy Number: *** ID Number: *** (Password to attached documents)

As a result, I conclude that Nedbank insurance cannot refuse my claim as I am covered for swimming pool leakages. Additionally, I am escalating the matter the National Financial Ombud Scheme.