Nedbank Insurance Invisible Small Print

It has been exactly 40 days I have been without hot running water due to Nedbank Insurance replacing my old geyser and providing a new one. Along with installing the new geyser they told me it has to be moved outside the house (no options or explanations were provided).

Immediately after an hour of having it been installed we tried using the hot water to which we had 30sec woth of it. I called the plumber and they expalined i need to no replace the pipes they connected the new geyser to as they closed the original feed.

My policy document states and I quote "An ‘Electric Geyser’ consists of the geyser unit, its associated pipes, control valves, stop ****, drain ****, safety valves, vacuum breakers, elements, thermostats, drip trays, feeder tank valves, isolator switches and non-return valves." As a client that means if my geyser was working perfectly fine where it was and the pipes gave me no issues, then if by the request of the insurance they move it and connect it to different pipes then its only fair they ensured the pipes feeding the geyser were working the same as the feeding pipes to my understanding falls under associated pipes.

After requesting they send a second opinion the plumber who came out tested all pipes and was able to provide me with what should have happended and what the problem is and how it should be corrected. If the claims department provided me with options before they moved the geyser I would not have had it moved but rather ensured it meets the compliance standards required.

I have logged the complaint formally with their complaints department and even when they could have corrected the problem they also chose not to. I called the claims and complaints department trying to keep updated, not once did they follow up unless I first initiated. anoother complaint was submitted to address the manner in which the claims assessor address me the client as if I was a 4 year old, to date no feedback was provided.

I have also been waiting more than a week for their feedback in writing along with the recording of all calls made so I can submit a formal complaint with the short term insurance ombudsman, I have still not received it. on top of that due to having have to boil water daily to bath and do dishes my daughter accidently spilled boiling water from the kettle onto her face and was rushed to the trauma unit. Advice to these departments "You are dealing with people who pay your premiums for service, the client does not owe you as this is not a favour."

I have been a loyal main banking client of Nedbank for 10 years now, i also have 2 bonds and vehicle finance, at this point due to the neglect of keeping up with a professional client experience Nedbank Insurance and its complaints department I have started the process of moving all my accounts as well as my families accounts.