Unfair and unprofessional service from Nedbank Insurance and their approved asssesor Enslin Assessors

I want to hereby lodge a complaint, in the strongest possible terms, against the unfair, unprofessional, and unfriendly service that I have received from several Nedbank Insurance, and several staff members who have dealt with this claim, and also against Enslin Assessors for their unprofessional conduct.

1. On the 9th of May 2018, whilst I was at work, my neighbour called me to tell me that the boundary wall between our properties was leaning over towards their property’s side and was likely to collapse. 2. This event was sudden, and soon, after a very unseasonal spell of hard and persistent rain in the Vaal Triangle Area. 3. As I was at work, and I only get home after dark I could only inspect the wall on the 10th of May and realised that it was very serious. 4. The claim was reported to Nedbank on 11 May 2018 and I received an automated s.m.s on the same day. 5. On Monday the 14th of May 2018 Modern Homes visited the property to quote on the repairs that needed to be carried out. 6. On the 17th of May I followed up on the status of the claim and was told I would be called back by an assessor. 7. I received an s.m.s. from Enslin assessors wanting to make an appointment. 8. I contacted them and they made an appointment for Monday 21 May 2018. 9. Mr. Enslin arrived at my home on Monday 21 May 2018. 10. Mr. Enslin spent a very short period of time (less than 10 minutes) on my property, and never went into my neighbour’s yard, to inspect the wall from the other side. 11. This is a solid brick and mortar wall, and it is impossible to make a fair assessment by simply glancing it over from the one side. 12. I called Nedbank Home Ownership insurance several times after Mr. Enslin’s visit to establish the progress and next steps as the wall was posing a threat to my neighbours and for subsequent and further damage to the lapa and other parts of the wall. 13. No feedback or decision was forthcoming from the assessor or from the Consultants and Claims Handler I had to deal with, and the only contact was made from my side. 14. Nedbank Insurance and the Assessor demonstrated an attitude of “we don’t care” and “don’t call us we will call you” and showed no empathy for the crisis that was developing on my property. 15. After numerous conversations with Nomzamo, Mandy, Shandez, Tebogo, Thulani and Nana between the 22nd and 29th of May 2018 I was put in touch with the Assessor’s Office Administrator in a telephone conference call. 16. The lady, Zelda, told me that it was found that the damage to the wall was a pre-existing condition, and that cover was excluded in terms of Schedule 4 of my policy. 17. I deny any pre-existing condition in the strongest possible terms as I have made it clear that this was due to sudden events, following hard and persistent rain. 18. During the afternoon of the 29th of May 2018, during a further strong rain storm at home, the wall collapsed completely. 19. I want to emphatically state that the Assessor has to date, not viewed the wall from my neighbour’s side, and I had to send him photos of the collapsed wall.They have subsequently cropped my pictures from the neighbours side to create the impression that Mr. Enslin viewed the wall from the opposing side. 20. This also did not disturb Mr. Enslin as he told me when I called him, not to be alarmed as Nedbank insurance would sort it out. Mr. Enslin created an expectation with me that my claim would be honoured. 21. I reported this to Nedbank Home Ownership Insurance, who then informed me that my claim was declined, as it was, according to the Assessor, due to root and ****s damage. 22. I am extremely disappointed and dissatisfied with the assessor creating the impression that my claim will be honoured and then a complete turnaround in his report to Nedbank and the subsequent refusal by Nedbank insurance to honour the claim. 23. To date I have not had any further correspondence from either Nedbank Insurance or from the Assessor. 24. I demand that my claim be honoured, or I will be faced by no alternative, than escalating the matter to the Short-Term Insurance Ombudsman.