Urgent Assistance Required – Claim Dispute and Customer Service Complaint

I would like to formally raise a concern regarding my recent experience with your claims department, as well as seek urgent assistance with my pending claim.

This policy originally belonged to my late father, who sadly passed away on 27 July 2022. To avoid the policy lapsing, I took over the responsibility of maintaining the policy payments. I submitted my personal details to your Policy Servicing department, and these were successfully updated to reflect the debit order from my bank account every month. In 2023, I submitted a claim for a burst geyser under this policy, and the claim was processed and paid out without any issues or requests for further documentation. However, I am extremely disappointed with the service I recently received when trying to lodge a second claim for another burst geyser. I was assisted by a consultant by the name of Thanduxolo Khumalo, whose conduct was both unprofessional and discourteous. She was unwilling to listen to my explanation, despite me advising her that I am a client. Furthermore, she advised that I could not proceed with the claim unless I provided a Letter of Authority — a requirement that was never communicated to me previously, not even when payments were being deducted from my account or when I submitted my first claim. Given the circumstances, I am requesting that someone from management urgently contacts me regarding this matter, as I believe I have fulfilled all obligations relating to this policy. I would like clarity on the following: • Why was the Letter of Authority not requested at the time I took over the policy or when my previous claim was processed? • Why was I treated in such an unacceptable manner by your staff member? • What are the next steps to resolve my current claim? Should I not receive feedback or assistance within a reasonable timeframe, I will have no choice but to escalate this matter to the Insurance Ombudsman for further intervention. Please contact me urgently on ***.