Terribly poor service from Nedbank Buildings Insurance. Nedbank happy to waste hundreds of liters of water a day in a country ravaged by drought.

This review is specifically with regards to a Nedbank Insurance Buildings Claim and is related to shockingly poor service.

On Sunday the 31 March 2019 at +/- 10h30 I called and logged a claim for a leaking Jojo tank. I live on a small holding and pump water from a borehole, into this tank and this is our ONLY water source. We have dogs, cats, horses, sheep and people reliant on this tank for water.

I explained to the consultant taking my call the urgency of this matter. We have two options, one; waste hundreds if not thousands of litres of water (in a country where many parts of the country are ravaged with drought, where we are taught to conserve water as a precious commodity), as we allow the tank to leak so that we can supply water to the house and those who need it. Alternatively, we cut off water supply to the property and the animals and humans go without.

Allowing the tank to continuously run dry puts undue pressure on the pressure pump, geyser, borehole pump and indoor plumbing. Putting these at greater risk of also breaking down, leaking or bursting.

I was assured my claim would be escalated to urgent. On Monday morning I received an sms advising me a plumber had been appointed and they would call me shortly. After hearing nothing from the plumber , at around 13h00 on Monday I called them to follow up. Only to find out they had been incorrectly informed of the claim by Nedbank. They were advised the claim was relating to a burst geyser and in fact they did not do Jojo tanks.

I then called Nedbank who then decided to appoint an assessor and a further 3 or 4 different plumbers, most of whom also did not do Jojo Tanks.

The last appointed plumber Hutton East did in fact do Jojo tanks. They arrived on Tuesday afternoon. Took numerous photos and left saying the tank could not be repaired, it had to be replaced and they would submit their documentation to Nedbank.

The assessor finally arrived late on Wednesday afternoon, he did not even climb up the tank to actually assess the tank, he stood at the bottom, took pictures and left after two minutes. I tried calling him a few hours later. He did not take my call. I tried calling again on Thursday morning, still he did not take my call.

In shear frustration I called Nedbank Insurance again. At first the consultant who took my call could not even find a record of my claim against my bond number. Luckily I have the job number issued to the plumber and that allowed him to track my claim.

They then could not find the quote and documentation from the plumbers and advised me nothing except a few photos had been uploaded by the plumbers. I then called the plumbers myself (Hutton East) where I spoke to Jackie, who assured me she could see they documents on the FOGI system used by Nedbank .... yet Nedbank claimed they were not there.

The complaint was escalated to a Supervisor who assured me I would be contacted. She got the assessor on the line and asked him to please submit his report as they could not go ahead without it (neither reject nor confirm). This valuable report which took him 2 minutes to obtain standing at the base of my tank, not even climbing up to see the leak. But we ignore and can't even find the much more thorough analysis conducted by their own appointed plumber.

Its now Friday the 05 April 2019 at 08:30. Just a reminder the initial claim was logged at 10h30 on Sunday 31 March 2019. And still we have heard NOTHING from Nedbank. If it was not for me chasing around after Nedbank I would know even less, as they do not bother to contact me. I have to contact them. I held on for ages yesterday my total call time from my cellphone lasting 38 minutes, most of it spent on hold.

They continue to be satisfied with wither the fact that we have no water or that we continue to waste hundreds of litres of water a day.

I am disappointed and appalled by the service we have received from Nedbank Insurance and their total lack of concern for how this impacts us and their total lack of urgency in resolving this matter either way.

If they have genuine grounds for dismissing the claim, why do they not simply do so, that way I can go ahead and resolve the problem on my own. Instead they just keep me in limbo. Its like they want to frustrate me so much they I repair it on my own.

Poor show Nedbank, poor show.