Thumb suck clauses to reject claim

I discovered today that I am not dealing with professional and qualified staff, from the staff in the claims department to the useless fly by night plumber that was sent to my property to assess my claim.

Firstly I reported the matter on the 5th of August 2018 informing the claims department that water is pushing up from under the ground and is running beneath Precast Walls through into the neighbour’s yard right into their drive and walk in entrance gate, that I was not sure what is happening because the drains from the house is running smooth, not showing any signs of a pipe blockage.

The appointed plumber only came through on the 6th of August, NO equipment was used at all, he just walk up and down around the area, took photos and inform my daughter that he will hand in the assessment form for approval.

No one came back until I had to contact Nedbank today to hear what is going on, only to be told today that claim is unsuccessful because the plumber discovered that pipes were blocked…..therefore the pipes collapsed and the insurance is not paying for this claim. Really what type of people is working in this department?

Nowhere on your Homeowner’s Insurance documents does this **** appear, that due to a blockage, if the pipe collapses or is broken, the insurance will not fix or pay for it. I am over 25 years in this property.