Nedbank insurance - never there when you need them?

To whom it may concern,

I’m disgusted by the way my claim has been treated. This is the second time I have dealt with your insurance and BOTH times I’m left wondering what the hell you do there? Proving all stereotypical conclusions on insurance companies correct – seems your aim!

My initial claim was way before the 7th of May stated on the rejection letter. I submitted my claim on the app and then did not hear from anyone for over 2 weeks. Then received an SMS stating my claim had been processed (dated 7 May) - which was odd because it was submitted on the app before that. So I called to query. I was told “ I submitted it incorrectly” and it had to be resubmitted?! By whom? With what details? How do they know? What was wrong – the claim submitting process on the app is VERY simple – what did I do wrong? No explanation, no details given? Who knows what the “NEW” claim said?

Then a week later I got a call from the company that was assigned to inspect my roof – They could only come look again OVER a week later… then called to cancel because their car had broken down. Then arrived on a public holiday. WONDERFUL! All the time, Im being very polite and understanding!!!!

Inspection took 15 mins and he left.

NOTHING - since then silence…

Then I CALLED YOU and was told that the lady handling MY claim will call me back to tell me what was going on… NO CALL… another week goes by.

My roof and ceiling are now WORSE!!!!!!! I have pictures to prove this!!!!!! I have documented this from 24th of April!!!! Then I get an email from you on the 17th?

"We refer to your claim submitted to us on the 07 May 2019 ( NOPE) in respect of damages to your…."

Exclusions Clause 3,4 and 5: 3. The cost of maintenance or reasonable measures that you should take to prevent loss or damage. ( MY ROOF WAS DONE in 2012 December when we moved in!) 4. Any loss of or damage to the property resulting from a lack of maintaining the dwelling, or from neglecting it, ( DO YOU CHECK YOUR ROOF ON A DAILY BASIS?) or any loss or expenses resulting or arising therefrom. 5. Wear and tear, depreciation, gradual deterioration over time ( December 2012 – it was checked painted and done!) or other gradually operating causes, including rising damp, atmospheric conditions or moisture. ( NONE APPLY)

Because the loss is attributable to not only the occurrence of an insured event but also due to the mortar on the ridges is cracked and waterproofing is worn. You will be required to contribute to the cost of the loss by: \ • • It was found that the roof tiles on roof moved on the roof at the gully and the ridging tiles is cracked, the cracks are due to normal wear and tear - That just so happened to occur during the WORST weather ( flooding and hail) we have had in JHB in months!!!!!!! • And this is NOT what the roof guy told me on his inspection!!!! So I call your ******* excuse!

Once you have carried out these repairs, we will be in a position to advise our assessor to do a post loss assessment. We will allow you a period of 30 days ( Now this is the joke of jokes – YOU are giving ME a time frame!!!!! – how long have I waited ) from the date of this letter to supply us with proof of repairs

I have consulted a lawyer – who yes is a friend – I will go to the Ombudsman and I WILL have this rectified!

I do not want the usual phone call – “ we are so sorry about this” I want this fixed, In disgust Kirsty