Nedbank Insurance – Mishandling Flood Damage Claim and Failure to Act

I am extremely dissatisfied with Nedbank Insurance’s handling of my Homeowner’s Cover claim after a flood incident on 22 October 2024.

I submitted my claim to Nedbank in November 2024. Despite early communication, Nedbank appointed a contractor to assess the damage but refused to provide me, the policyholder, with access to the assessment details.

Shockingly, after almost five months of delays, Nedbank only sent a settlement offer (Agreement of Loss letter) on 4 April 2025. The offer does not fully cover the contractor-assessed repair work.

More concerning, Nedbank ignored my notifications about additional visible flood-related damages to skirtings, wall frames, window structures, and built-in cupboards. No further assessments were arranged despite my repeated written requests.

On 10 April 2025, I lodged a formal written dispute, raising all these concerns. As of 26 April 2025, Nedbank has failed to provide any meaningful response or corrective action.

Due to Nedbank’s lack of transparency, refusal to assess all reported damages, and violation of acceptable service timelines, I have escalated the matter to the Ombudsman for Short-Term Insurance.

It is unacceptable for a major financial institution to treat policyholders in this manner while continuing to collect full insurance premiums.

I urge Nedbank Insurance to urgently and professionally resolve this matter.